Salesforce Specialist

mothers2mothers (m2m) is an African Primary Health Care organisation that employs women living with HIV as community health workers across 10 African nations. These “Mentor Mothers” deliver integrated health services at clinics and in communities to ensure everyone, everywhere, has access to the services they need to be healthy and stay in care. Over the next five years, this proven, peer-led model is being scaled up to double down on ending HIV, as well as to tackle new health challenges and reach more people - all with the aim of building a fairer, healthier future. The employment of local women as community health workers means that we are delivering a model that prioritises healthcare for families who need it most, delivered by women who know them best. Since its creation in 2001, m2m has created jobs for nearly 12,000 women living with HIV in sub-Saharan Africa and, together, they have reached over 15M people with critical health services and education. In 2021, m2m reached over 1.6M people across 10 African nations, including 402,616 adolescents (ages 10-19) - 51% more than the year before. m2m also advanced the Global Goals of ending HIV/AIDS by 2030 - by achieving virtual elimination of mother-to-child transmission of HIV among its enrolled clients for the eighth consecutive year, and meeting all of the ambitious UNAIDS Fast-Track Targets among its clients four years ahead of the 2026 target date. For more information, visit www.m2m.org

The Salesforce Specialist will work to support the Global Resource Mobilisation (GRM) and Business Development (BD) teams to ensure Salesforce is fit for purpose and enables day-to-day donor relationship management and data management. Producing reports, dashboards, and innovating processes to enable our internal team to automate processes, access and interpret data. This will be a unique opportunity to work across the organisation and use your exceptional interpersonal skills to capture the teams’ requirements and help to design and support new and efficient processes. You will make an impact through improving functionality and become a valued member of the team contributing towards the whole organisation having an understanding of Salesforce. We are looking only for candidates based in the USA and UK.

This role will primarily be responsible for managing the Global Resource Mobilisation and Business Development departments’ use of Salesforce, but is rapidly expanding into the wider organisation’s use of Salesforce. A flexible and understanding candidate is required.Only candidates with Salesforce experience in a charity/non-profit setting will be considered.

Key Performance Areas:

Manage and guide the use of Salesforce for mothers2mothers :

• Maintenance of CRM across three continents, working closely with the Development Coordinators (US and UK).
• Generate custom reports and dashboards for effective reporting and to inform capture planning, enabling all members of GRM and BD to have clear sight of Leads and Opportunities within their relevant income streams.
• Provide technical support and facilitate end user training and change management support across the organisation.
• Communicate proactively and consistently with users to research and develop best practices.
• Maintain a holistic view of business processes to enhance understanding of cross-functional impacts.

Develop global uniformity to data management :

• Ensure all necessary data is being collected in a logical and effective way, so we can reliably measure and report on our organisational and team KPIs.
• Take responsibility for maintaining our internal data (primarily held within Salesforce) including monthly data quality reviews, system backups and validation and data quality enforcement.
• Partner with global colleagues to proactively identify, drive, enhance and build system customisations to meet organisational needs.
• Lead the development of departmental best practices and processes for database integrity.
• Improve fundraising co-ordination globally by identifying commonalities across the prospect pool, mapping connections, and raising prospects for attention.
• Manage and coordinate the maintenance of database integrity and accuracy, ensuring data needs of all user groups are met.
• Bulk uploads when required through data loader or equivalent.
• Create and standardize global operating procedures.
• Proactively assess business needs, formulating and actioning solutions to enhance organizational efficiency.

Organisational Development :

• Proactively partner with each revenue stream to actively understand their priorities and activities, and identify ways in which to support these objectives through Salesforce.
• Improve user experience through rapid system tweaks, based on triaged support requests.
• Create fields, objects, validation rules, page layouts, workflow processes, and more to address and improve new and existing business needs.
• Update and maintain user records, profiles, permissions, and security features.
• Manage relationships with internal teams and external Salesforce consultants.
• Report on and document meeting outcomes and project developments.
• Investigate, install, and maintain 3rd-party tools for uses such as email marketing, donation processing, and more in order to optimise salesforce usage.
• Create, develop and streamline relevant operating processes.
• Engage in strategic thinking and planning.

Other General Duties :

• Participate in organisational calls as needed.
• Special projects as needed.

Qualifications and Experience:

• Educated to Bachelor’s Degree level with additional Salesforce Certifications desirable (e.g. Salesforce Administrator (ADM201) Certification).At least three years of experience with Salesforce backend and/or technical modifications, administration, and database management in a charity/NGO setting.
• Knowledge of the AppExchange, Salesforce applications and lightning components; Basic HTML knowledge, experience with mass emailing systems, and familiarity with NPSP advantageous.
• Demonstrated knowledge of Salesforce best practices, especially as they relate to supporting Fundraising and Business Development strategies.
• Proven ability to capture and translate requirements from front-line teams into process improvements and effective reporting tools.
• Experience training adults to become proficient Salesforce users (from data entry up to superuser).
• Experience developing global uniformity to data management with input from leadership, and communicating these practices effectively to internal audiences.
• Ability to make technical modifications to Salesforce in order to improve functionality.

Competencies:

• Delivery of Results: Ability to thrive in an atmosphere that demands and rewards innovation and creativity, with a high bar for commitment and performance – be able to deliver beyond your personal brief.
• Leadership: Ability to bring internal stakeholders along the journey, particularly when training users, driving change in ways of working, and with senior leadership.
• Strategic and Analytical Thinking / Approach: Ability to proactively streamline processes, develop new tools and improve ways of working in order to improve data quality and harness the maximum value from Salesforce.
• Collaboration: Ability to work effectively with a diverse range of individuals and teams, demonstrating a user experience mind-set.
• Professionalism: Strong attention to detail, high standards for work outputs, and a positive outlook.
• Communication: Excellent written, verbal and interpersonal communication skills.
• Agility and Resilience: Ability to work independently in planning, prioritising and managing a varied workload to meet deadlines and show initiative in anticipating team needs.