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Customer Relationship Management (CRM) Manager

Full Time

Deadline: Open until filled

Ben Franklin Technology Partners of Southeastern Pennsylvania (Ben Franklin) is a mission-driven nonprofit organization that combines the best practices of early-stage investing with a higher purpose – to lead the region’s technology community to new heights, creating jobs and transforming lives.

Ben Franklin is one of the nation’s leading venture development organizations (VDOs). Nationally ranked among the most active seed and early-stage investors, Ben Franklin works to help high-growth innovative enterprises plant and nurture their roots, supporting more than 2,000 companies to create both immediate connections and growth opportunities, while delivering an economic impact of more than $5 billion and 32,000 jobs in the Philadelphia region.

Summary:
Ben is dependent on quality data for management of its investments, analysis of its impact and efficiently operating a results-oriented organization. The Customer Relationship Management (CRM) Manager is responsible for coordinating the configuration, development, use, and management of Ben Franklin’s process automation and data systems, which are used to support our investment and other business activities. Generally, SaaS, these systems include various automation and customer relationship management (CRM) tools, such as Salesforce, Pardot, ActionGrid and other ancillary tools.

This is not a software development position, but rather managerial and hands-on, with such duties as supporting data systems users, setting development priorities, and ensuring alignment with corporate goals. Duties also entail managing processes across multiple departments, as well as coordinating high-level systems development and data management activities (e.g., adding, modifying, deleting, and loading records into systems) and coordinates such work with teams from across the organization.

Salary range:
$60 – 70K

Reports To: Chief Operating Officer and General Counsel

Essential Duties and Responsibilities:

• Manage, update, and maintain Ben Franklin data in accordance with data policy and provide technical assistance for incoming requests and issues. Handle essential administrative functions, including user record maintenance, field and object creation/updates, email templates, and other routine reports, dashboards and tasks.
• Develop and maintain workflow automation tools across multiple departments; coordinate and deploy data systems development activities and help ensure data integrity through data cleansing, de-duplication, and record merging and consistent use throughout the organization.
• Lead internal initiatives to achieve consistent use of information, including, but not limited to, development of policies and practices. Document key policies, procedures, best practices, existing processes, workflows and use cases specific to Ben Franklin to strengthen institutional knowledge.
• Ensure the integrity and accuracy of Ben Franklin’s data systems by directing Salesforce data management processes and activities to ensure database information is efficiently and accurately entered. Maintaining integrity of data and data structure, including, but not limited to, data management, data manipulation, and information transformation.
• Develop and design enhancements to further system developments. Advise organizational planning and measurement of program success using Salesforce. This means joining meetings and “wearing the data hat” to ask the right questions and help all staff think about ways to better incorporate data into their work.
• Configure Salesforce and related applications on a basic admin level. This includes building reports/dashboards, importing data, supporting registration form and new feature builds. Provide analytical support to all internal departments, including training and report creation, statistical and analytical query reports for the state and other reports, economic impact, and other reporting requirements as needed.
• Train staff members individually or by department on best-practice use of Salesforce based on organizational needs. Incorporate change management practices into systems and process training for end users. Respond to training needs and technical questions, and logging and escalating support requests.
• Collaborate with Ben Franklin’s Systems Administrator in recommending upgrades to relevant data systems and processes to achieve organizational goals, and incorporating recommendations into departmental and organizational planning processes, including budgeting, resource review and utilization, and project planning.

Requirements:

• Bachelor’s degree in information systems or related field, preferred.
• Minimum of one-year experience with direct, design or deployment level experience in Salesforce.
• Minimum of two years’ experience managing enterprise-level automated systems.
• Working knowledge of data management and cybersecurity best practices.
• Willingness to learn and grow; remain up to date on Salesforce’s releases including new functionality and changes that may impact our systems.
• Strong problem solving, analytical and troubleshooting abilities.
• Strong proficiency in Microsoft Office applications (Word, Excel, Outlook, Office 365, SharePoint).
• Excellent written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and collaborate laterally and upwards.
• Excellent time management and communication skills.
• Ability to work with multiple internal and external constituencies.

Other Skills:

• Ability to carry out complex assignments, both collaboratively and independently; highly self-motivated.
• Demonstrated ability to handle multiple tasks, set priorities, meet deadlines, and adjust quickly.
• Demonstrated ability to build and foster collaborative relationships; excellent interpersonal communication skills; record of successful collaboration with others to achieve significant business objectives.

Benefits of Working for Ben Franklin:
Ben Franklin offers a competitive salary based on experience and skills and excellent benefits, including employer-paid health, disability, life insurance, retirement savings plan with employer match, flexible spending accounts, tuition reimbursement, and paid time off, including parental leave, professional development opportunities and much more!

Please note: During COVID-19, our team has been working remotely, and we anticipate continuing to do so for the foreseeable future. While this position will start in a remote work environment, our preference is for hiring a candidate who intends to join us in the office when health conditions permit.

*Cover letter and resume required.*