Sr. Manager, CRM Administration

Sr. Manager, CRM Administration

Since 1984, Share Our Strength has led the fight against hunger and poverty by inspiring and organizing individuals and businesses to share their strengths. Today, through the No Kid Hungry campaign, Share Our Strength is ending childhood hunger in America by ensuring all children get the healthy food they need. No child should go hungry in America we're on our way to making that a reality and we want you to join us. We're bold, creative, always open to new ideas, and 100% dedicated to our mission. If that sounds like you, we'd like you to consider becoming part of our team.

The Sr. Manager, CRM Administration is the central point of contact for Share Our Strength's fundraising CRM, Blackbaud Raiser's Edge managing the product roadmap, responding to fundraiser needs, and driving implementation of new features and initiatives. The person in this role leads a team of two other CRM data managers, and is someone who can communicate clearly, triage priorities across multiple deadlines, and deliver requests on time for the Revenue Development and Growth team and partners across the organization. Success here means leading a team that builds strong working relationships across the organization, follows through on commitments, and maintains a consistently high standard of service so that the full fundraising data management team, alongside the fundraising team, always have the data and system support they need to do their best work.

This position is preferably based in Washington, D.C.; but could be fully remote for the right candidate. The position offers a salary range of $87k-$102k. Exact compensation within the stated salary range may vary based on skills, experience, internal equity, and geographical location.

Duties and Responsibilities

Team Leadership

• Leads the CRM vertical of the Fundraising Data Management (FDM) team, setting the standard for customer service by building strong working relationships across the organization and bringing a creative, solution-oriented mind set to the team.
• Reviews and triages all request tickets for the FDM team, ensuring tickets are assigned to the proper person and completed on time.
• Together with the Associate Director, Fundraising Data Management supports the professional development, skills maintenance and continued growth of CRM Administration staff within FDM.
• Partner with colleagues to support Share Our Strength's work to be a diverse and inclusive organization, and ensure this value is embedded in the organization and throughout our work.

Product Ownership

• Serve as the technical product owner for Share Our Strength's fundraising CRM, Blackbaud Raiser's Edge. This includes providing primary oversight of the platform's data and functionality, advising teams of new capabilities as they are released, serving as product evangelist for teams that are not yet using the tool, and advising FDM team leadership on challenges and opportunities.
• Acts as primary contact for Blackbaud Support, submitting tickets and working with staff and support staff towards resolution of any issues with Raiser's Edge.
• Responsible for systems security within Raiser's Edge, including onboarding new staff members and leading training processes for new users.
• Ensure documentation for Raiser's Edge processes and Share Our Strength specific use cases are created, maintained and archived according to best practices, including training materials and front-end user-facing instructions and documentation.

Support to Other Fundraising Tools

• Serve as the technical lead for non-digital platforms integrated with Raiser's Edge, including Omatic and AuditTrail. Advises the leader of the Fundraising Data Management team on how these tools fit into the team's overall technology roadmap.
• Responsible for weekly gift processing from Chariot platform and import of Chariot data into Raiser's Edge.
• Seeks out ways to improve and automate CRM Administration data flows, including use of Omatic Cloud, Power Automate and Share Our Strength's data lake for potential automation routes.

Ongoing Responsibilities

• Responsible for complex query and reporting work for data pulled through Raiser's Edge interface, as well as key data pulls for leadership and fundraising teams.
• Responsible for the creation and maintenance of dashboards within the native Raiser's Edge dashboard functionality. Collaborates with other FDM team members on creation of external dashboards using Raiser's Edge data.
• Is cross-trained and acts as backup on CRM administration tasks for other staff on the FDM team.
• Leads on several projects a quarter, focused on introducing new capabilities, time or cost savings to the organization.

Supervision

This position has supervisory responsibilities, including the Coordinator, Fundraising Data Management and Associate, Fundraising Data Management positions. Position also manages an external managed services consultant.

Qualifications

• Development Operations or related technical experience required, with demonstration of increasing responsibilities and team management.
• Minimum of 6-8 years' experience with Blackbaud Raiser's Edge required, with Raiser's Edge NXT Professional Certification preferred.
• Experience with Omatic Cloud integration preferred, including building and managing data flows.
• Familiarity with Chariot gift processing platform a plus.
• Experience with Microsoft Power Automate a plus.
• Possess knowledge of strategies and principles of fundraising and development operations.
• MS Office proficiency.
• Outstanding interpersonal and relationship management skills, including the ability to identify and work through challenges, underscored by strong judgment and emotional intelligence.
• Demonstrated ability to work independently on multi-step, detail-oriented projects in a fluid environment.
• Excellent written and oral communication skills, including experience presenting to high-level audiences.
• Interest in anti-hunger and anti-poverty issues.
• Detail-oriented with strong organizational skills.
• Ability to work independently and efficiently.

Comprehensive Benefit Plan

We offer a comprehensive benefits plan which currently includes, but is not limited to, health insurance, dental insurance, vision insurance, retirement, wellness benefits, and paid time off (vacation leave, sick leave, personal leave, holiday, parental leave, bereavement leave, military leave, and jury duty leave).

Equal Employment Opportunity Statement

Share Our Strength is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, disability, medical condition, pregnancy or pregnancy-related condition, marital status, sex, sexual orientation, gender expression, military status, age, or any other classification protected by law.