Customer Relationship Management Support (100% Remote)

Founded in 2008, our customer represents a global travel community that offers magical end-to-end trips, including where you stay, what you do, and the people you meet. They exist to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive, and sustainable. Their website and app uniquely leverage technology to economically empower millions of people around the world to unlock and monetize their spaces, passions, and talents to become hospitality entrepreneurs.

We are seeking Customer Relationship Management Support on a contract basis to support our customer’s business needs. This role requires a strong understanding of CRM tools, communicating effectively with non-technical and technical audiences, creating, managing, and implementing a training and support program for end-users, and identifying changing needs of the teams we support.

What You’ll Do:

• Offer daily support to Public Policy team members using a Salesforce ecosystem including troubleshooting, onboarding new users, managing bug reports, migrating offline data, and escalating issues when warranted.
• Establish and implement a training and support program for use of Salesforce and integrated tools.
• Create documentation of CRM features, onboarding resources, common use-cases, frequently asked questions, and more.
• Provide end-users self-serve reports, analytics, and how-to guides.
• Build relationships with regional teams to understand their programs and make tooling recommendations. This will include bi-weekly meetings with regional team leaders across the globe and may require occasional evening or early morning meetings to accommodate various time zones.
• Create and tailor reports and dashboards for stakeholders with varying levels of technical expertise and varying programs of interest.
• Collaborate with Public Policy Data Architect and Campaigns Operations team to identify opportunities to expand CRM data infrastructure to best support local, regional, and global Policy teams’ diverse program needs, e.g. lobbying, partnerships, bill tracking, digital marketing, etc.
• Work closely with the internal Salesforce team to ensure CRM feature requests from local and regional Policy teams are effectively shepherded through the planning, scoping, and sprint process providing global tool management and continually improving the user experience.

Must Haves:

• 2+ years of experience in CRM support or substantial experience as a Salesforce power user
• Ability to utilize and present data in such a way that helps stakeholders make decisions and plans for their programs
• Experience understanding data visualization and reporting needs, then either building custom reports in a CRM or working with a data analytics/business intelligence/CRM team to create those.
• Experience training end-users on how to use reporting resources is critical
• Passion for training and experience building nimble training programs
• Commitment to modeling inclusive behavior
• Familiarity with digital marketing and comms tools and metrics of importance
• Experience in public policy, advocacy, or community organizing campaigns a plus
• Experience with Salesforce CRM, Splash event management, Mixmax, and/or Phone2Action a plus

Education:

Bachelor’s degree preferred. Education related to business systems, or business operations is preferred. Certifications in Salesforce administration are a plus.

Hours & Location:

• M-F, 40 hours/week. This role is a 100% remote location.

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

• Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program.

Please note: In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.