Responsibilities

• Lead hands-on practice for overall basic functionality and use of Salesforce and Grants Management for existing staff and new hires by training on systems functionality and standards.
• Assess, design, develop, deliver and evaluate classroom-based training for significant feature release information for Salesforce; incorporate knowledge of new features into standard training content.
• Serve as a knowledgeable point of contact in the area of CRM to which the help desk, business teams, and CRM technology team can refer end-user Salesforce questions. Contribute to and build effective knowledge articles and videos for recurring questions. Follow and promote existing support procedures.
• Act in an “adoption support” and “champion” role by understanding the systems and how they support and provide benefit to the business teams and processes.
• Liaison with subject matter experts to ensure training content aligns with systems requirements and end-users. Collaborate with colleagues in information technology, program units, government relations, legal, contracts, communications and philanthropic partnerships to reconcile discrepancies or to resolve open questions.
• Perform standard instructional systems design and project management practices, including reviewing current training curriculum and providing feedback, curriculum development, developing training collateral, scheduling courses, providing classroom, and online training to staff.
• Support other teams that provide specific Salesforce training such as lobbying and fundraising including curriculum review and analysis and collaborate on overlapping training needs
• Practice continual service improvement by monitoring staff performance within the systems, evaluating training, and addressing gaps by making recommendations, building an implementation plan, preparing and delivering training – either in-classroom or online – and either in a group or individual setting.
• Research and convey knowledge and trends for effective training delivery and system adoption.
• Act openly and collaboratively to increase the user communities’ awareness, knowledge, and ability in the CRM and Grants enterprise applications functions.
• Establish a relevant metric to track progress and effectiveness for the role.
• Attend the bi-weekly Salesforce working group to promote training and learn about system changes that may affect training.
• Analyze data to identify inconsistencies in data and begin drafting data standards.

Requirements:

• A minimum of four years relevant systems training experience, including classroom/live training and CBT/On Demand training.
• A minimum of four years relevant business-technology experience with Salesforce.com CRM solutions.
• A minimum of four years instructional systems design and project management experience.
• Demonstrated capacity to listen, learn, understand and absorb complex and varied business and system processes quickly; communicate and convey them to various audiences for the purposes of the user community learning, becoming proficient, and realizing the benefits intended from the processes.
• Strong critical thinking, problem solving, and the ability to make connections is a must.
• Demonstrated understanding of usability and human-user interaction philosophies and their application to IT training.
• Strong interpersonal skills; the ability to work with technically inexperienced and/or frustrated customers in an efficient and productive manner.
• Excellent verbal and written communication skills.
• Ability to communicate complex technical systems and tools in a simple and easy to understand manner.
• Robust client-facing skills, customer service orientation, and a high-level of enthusiasm.
• Confident and able to quickly establish credibility with staff, peers and more senior staff.
• Must be able to project manage, deliver on assigned deadlines, and demonstrate a high-level of ownership and accountability.
• Experience with the following a plus: nonprofit institutional processes, Grants Management, PeopleSoft, Workday, SharePoint, Agile Methodologies.

Familiarity with a learning management system (especially Bridge) is preferred