Overview

Company Description

Uncommon Schools is a nonprofit network of high-performing, public charter schools providing an outstanding K-12 education in historically under-resourced communities. We have proudly built schools that reflect our student population, with more than 60% of our teachers and staff across our network identifying as a person of color. Uncommon currently manages 53 schools serving more than 20,000 students in five cities: Boston, Camden, New York City, Newark, and Rochester. We are proud that Uncommon graduates persist in and graduate from college at five times the rate of their peers nationally. We achieve this by offering strong academic, co-curricular, and social-emotional learning that prepares students for success in college and beyond.

Job Description

Uncommon’s Data & IT (D&IT) team is undergoing an exciting transformation to improve technology operations and systems. We are seeking a skilled System Manager to drive developing, implementing, and leading execution of our comprehensive Customer Relationship Management (CRM) program – Salesforce. This role will act as the expert on all things CRM.

The Salesforce System Manager will supervise and maintain the installation, configuration, and support of the organization’s CRM software through best practices. This person will analyze and resolve CRM program issues in a timely and accurate fashion as well as hold responsibility for supervising data quality. The Salesforce System Manager will also apply communication and problem-solving skills to guide and assist the functional teams (Alumni Relations, Student Recruitment, Development, External Relations, Accounting, IT) on issues related to the design, development, and deployment of CRM.

Strategy and Planning

  • Ensure that CRM applications meet organizational objectives, fulfill end-user requirements, and identify and resolve business requirements issues
  • Collect, analyze, and define end-user requirements for CRM data access and usability in accordance with business objectives
  • Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users, team leads, managers, student recruiters, and other key partners
  • Develop, implement, and maintain policies, procedures, and associated plans for CRM software administration and proper use

Acquisition and Deployment

  • Evaluate, configure, and deploy CRM applications, systems software, and associated products throughout the enterprise
  • Analyze documentation and technical specifications of any CRM application under consideration to determine its intended functionality
  • Collaborate with analysts, developers, and system owners in the testing of new CRM programs and applications
  • Ensure that any new software integration into the technology ecosystem meets functional requirements, system compliance, and interface specifications
  • Navigate contracts and work closely with CRM software suppliers for timely rectification of any problems or emergencies
  • Conduct research on new and emerging CRM technologies or technologies that can be used through existing CRM investments.

Operational Management

  • Collaborate closely with software developers to assist with quality assurance, program logic, and data processing
  • Establish service-level agreements with users, and provide on-call technical support for these users
  • Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from CRM database
  • Benchmark CRM initiatives against standard methodologies to ensure efficient performance
  • Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses
  • Formulate and conduct training sessions and instructional materials for propagating CRM knowledge throughout the organization
  • Recommend, schedule, and perform software improvements, patches, upgrades, and/or purchases
  • Collaborate with IT team members to facilitate integrations with the CRM data sets

Qualifications

  • Bachelor’s degree or equivalent relevant certifications required
  • 6+ years work experience; 3-4 years of directly related experience
  • 4+ years experience hands on management of 1 or more CRM platforms: Salesforce, Hubspot, Zoho, Create.io, Freshworks, or similar platforms
  • 2+ years experience using APIs for purposes of integration between applications and data flows 
  • 2+ years experience managing systems in a midsize enterprise environment
  • Experience running an ecosystem of similar complexity in a multisystem environment
  • Ability to code in at least one language
  • Basic knowledge of SQL and relational databases
  • Experience diving into various content areas to problems and identify strategic next steps
  • Demonstrated ability to diagnose issues, identify root causes, and implement effective solutions
  • Ability to find and prioritize critical-path activities, taking assumptions and contingencies for potential risks into account
  • Maturity, flexibility, comfort with ambiguity and a can-do attitude especially in the face of opposing demands and external pressures
  • Strong systems for organization of both self and others to ensure accountability for timely, high-quality outcomes
  • Excellent written and oral communication skills, with a diverse set of audiences
  • Change management skills, and ability to manage up and influence partners without direct authority to make change
  • Experience balancing detailed thinking with big picture strategic decisions shown through the ability to break down multi-layered projects into key achievements and concrete action steps
  • Experience providing documentation/insight into key aspects of projects (e.g. progress, achievements, etc.) for senior leadership and other partners
  • Action-orientation with excellent follow-through skills
  • Works well independently and in teams in a fast- paced, multifaceted environment
  • Ease in teamwork, open communication and reaching across functional borders
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