[Hiring] Senior Manager, Customer Relationship Management Platform @Special Olympics

Role Description

The Unified Champion Schools (UCS) team seeks a senior individual contributor role centered on implementation and adoption of the new Customer Relationship Manager system. Candidates will already have an understanding and previous experience with a CRM platform. This will ensure a good foundation to learn the features unique to the Special Olympics CRM and how it supports the Unified Champion Schools team. They will also build a proficiency in the UCS Grant Portal connector to understand how data from the UCS Grant Portal connector is reflected in the CRM. In addition, they will troubleshoot Program questions and feedback. A primary goal of this position is to ensure UCS staff have a seamless and easy experience when using the CRM as part of their everyday work. This position will report to the Director of Digital Strategy with the following priorities: system adoption, maintenance, troubleshooting, training, and change management.

They will work with various Special Olympics North America (SONA) stakeholders to educate future users on the benefits of the CRM platform. This role is forward-facing and will collaborate with end users on a daily basis.

Responsibilities

• General:
  • Serve as the UCS team subject matter expert for the Customer Relationship Management (CRM) platform and UCS Grant Portal.
  • Promote team adoption of the platform through training, change management, and troubleshooting.
  • Participate in CRM-related working groups, including those related to UCS strategic plans.
• Troubleshooting:
  • Using strong understanding of UCS Grant Portal to answer relevant Helpdesk tickets and provide excellent customer service to state Special Olympics Programs.
  • Troubleshoot issues UCS team members have using the CRM.
  • Retesting and approving maintenance bugs.
• Training:
  • Champions a structured approach to learning, using, and building confidence in the CRM.
  • Create and update training materials for both the CRM and the UCS Grant Portal in collaboration with team members who focus on Grant Administration.
• Reporting:
  • Supports data requests across UCS divisions.
  • Collaborates to maintain and clean data with relevant team members.
• Platform Development:
  • Assesses company challenges, defines solution vision and requirements, and recommends CRM-based options.
  • Support platform development sprints as requested. This includes user story review, test case review, and user acceptance testing.
• Growth in role:
  • Opportunity to expand as the subject matter expert for other SONA and UCS platforms.
  • Considers improvements that can be made on the CRM solution and its accompanying materials when it comes to accessibility.

Qualifications

• High level of understanding around the importance of a CRM solution.
• Excellent presentation and written communication skills.
• Analytical problem-solving skills.
• Ability to work under indirect supervision and juggle competing priorities.
• Effective interpersonal skills including an openness to feedback and collaboration.
• Flexibility in working with teammates with different workstyles.
• Strong ability to explain technical topics in easy to read and accessible ways.
• Exemplary customer service and relationship management skills.

Requirements

• 2-3 years of experience working in CRM solutions. Microsoft Dynamics experience preferred.
• A bachelor's degree or equivalent professional experience plus Five to Seven years of relevant work experience. Experience and/or coursework in the area of Computer Science or Information Systems is a plus.
• Experience in working with platform development or product teams is a plus.
• Experience with accessibility standards and product solutions is a plus.
• Experience with service-oriented projects and customer support.
• Previous experience with Special Olympics is a plus.
• Expert proficiency in Microsoft Office (Outlook, SharePoint, OneDrive, TEAMS, etc.).

Benefits

• Special Olympics offers full-time employees a generous and comprehensive benefits package, which includes: medical, dental, vision, HSA, FSA, life insurance, disability, retirement, legal resources, and PTO.