Salesforce Administrator

The Role

We’re hiring a Salesforce Administrator to support internal users, continuously improve user experience and data quality, and ensure data reliability and consistency across our Salesforce instance. The Salesforce Administrator will fully own the support, maintenance, and roadmap of core products leveraging Salesforce NPSP, and provide front-line support for our custom Salesforce app.

Why we’re hiring this role right now:  GiveWell's fundraising and grants management work depends heavily on Salesforce to operate effectively and scale our impact. Our Technology team currently has only one Salesforce Administrator, and the volume of day-to-day support requests has left little room for proactive improvements such as reducing technical debt, improving data quality, or building new features that would meaningfully benefit our growing organization. As GiveWell grows and our use of Salesforce expands, particularly in grants management, we expect demand to outpace what a single administrator can sustainably support. We're looking for someone who can share the support load, bring additional depth to the team, and help us continuously improve the systems that underpin our life-saving work.

As our Salesforce Administrator, you’ll support:

• Outreach CRM 
• Gift/Donation Processing System
• Grants administration
• Service Console/Case Management 
• Reports & Dashboards

Specific duties will include: 

Salesforce Support

• Serve as the primary point of contact for all Salesforce support requests, resolving issues in a timely manner and/or routing requests for products maintained by other teammates
• Proactively monitor Salesforce performance and initiate troubleshooting when necessary
• Manage onboarding/offboarding and permission modifications
• Support teams with reporting and dashboards
• Design and deliver walkthroughs and training to educate staff
• Escalate bugs and larger process issues to senior SF teammates
• Create and share documentation to help teammates use SF effectively
• Identify and suggest areas for improvement

Database maintenance

• Own data quality including setting up monitoring systems to identify problematic data streams/automations and eliminate errors
• Perform data uploads using tools like DataLoader
• Perform exploratory data analysis to expose data quality problems and resolve them
• Drive duplicate management in partnership with our fundraising team
• Handle and manage data with an eye to upholding our privacy, security, and data management standards

About You

The strongest candidates will have one to three years of professional experience as a dedicated Salesforce Administrator along with some prior professional experience in customer-facing roles. In addition to relevant experience with the responsibilities listed above, we’ll be looking for someone with:

• A strong technical understanding of Salesforce, especially as deployed in NPSP
• Familiarity with integrations and packages used with Salesforce, especially for non-profits (e.g., Form Assembly, G-Connector, Zapier, Cirrus, and donation payment platforms)
• Extensive experience providing support to all kinds of users (e.g., from entry-level staff to senior leadership)
• Prior experience working on a small, collaborative team with a high ownership culture, preferably in a non-profit organization
• Knowledge of data integrity within Salesforce and familiarity with strategies to drive data quality
• Skills in report building and dashboard development
• Experience helping users improve how they use Salesforce through training and tutorials
• Proven ability to put together effective and engaging enablement resources like videos, guides, and other forms of documentation  
• A clear prioritization framework and ability to meet deadlines, act with urgency, and manage trade-offs with great judgement
• Experience working within project management software (we use Asana)

We also think these qualities will help you do well in the role and at GiveWell: 

• Customer service excellence: You feel like you’ve done a good job when your teammates are served quickly, fully, and with thoughtfulness
• Sense of stewardship: You feel responsible for the outcomes of the work that you do. As a result, you act proactively and actively model the level of care and discretion required of someone in a tech admin role
• Listening skills: You are able to translate a user’s description of the issue into something you can take action on from a technical perspective. You have empathy for various staff needs and challenges
• Communication skills: You are really good at asking effective clarifying questions, you convey statuses and updates across the team when needed, you give users clear guidance and instructions, and you excel at conveying technical concepts to non-technical audiences
• Problem-solving skills: You have honed the art of troubleshooting user issues, and have a good sense of when to dive in and figure it out and when to escalate and reach out for help
• Organizational skills: You have great attention to detail, thrive on creating systems and scalable workflows, and keep meticulous records of your work. You properly utilize our collaboration and project management tools
• Prioritization skills: You maintain your composure and structure even when juggling multiple high-priority demands and have excellent judgment in figuring out what’s most important

Details

• Team: You’ll report to the Head of Technology and will be part of our Salesforce team, which includes one other Salesforce professional and one support Admin
• Compensation:
  • Annual salary in NYC or the San Francisco Bay Area: $108,800, in all other US locations: $98,600 
• Location:
  • You must be based in the United States and can choose to work remotely, hybrid or in person at one of our offices located in Brooklyn, NY or Oakland, CA
  • Flexibility: We support and encourage flexible working, including flexible hours, working remotely, and working from the office when you choose. The majority of our staff, including senior management, work flexibly in one way or another
  • International applicants: For this role, we can currently only hire team members based in the United States who have prior work authorization. We cannot support visas for this role at this time.  
• Benefits: our benefits include:
  • Fully funded health, dental, vision, and life insurance (we cover 100% of premiums within the US for you and any dependents)
  • Four weeks of paid time off per year
  • 16 weeks of fully paid parental leave
  • Ergonomic home workstations or co-working space memberships
  • 403(b) retirement plan
• Travel: GiveWell hosts “Visit Weeks” twice a year in our Oakland, California, office and up to two annual departmental retreats. Attending these in-person opportunities will be important to fulfilling the goals of this role. Otherwise, no travel is expected for this role
• Start date: We’d like a candidate to start as soon as possible after receiving an offer, but we’ll offer flexibility for candidates whose personal or professional circumstances require them to moderately delay their start date
• Application deadline: We don't currently have an application deadline. If that changes, we'll update the posting. We're reviewing applications on a rolling basis, so we recommend applying as soon as possible
• Visa sponsorship: We are not currently able to sponsor visas for this role

Key Questions & Information

What does success look like in this role?

The primary responsibilities of this role are to deliver exceptional support to our internal users, enhance user enablement, and maintain high data quality within Salesforce. Success in this role will be evaluated based on these key areas.

What is the structure of the team I’d be joining?

You will report directly to our Head of Tech. You’ll be joining a team with two other Salesforce professionals, one who provides support and the other who leads building solutions. You will collaborate to provide support alongside our existing support teammate. Naturally, your work will intersect with that of your colleagues, so coordination and communication will be key.  

Do I need certifications to apply?

For this role, we value experience over certifications. If you are a Salesforce Certified Administrator, you could be a good fit with the right applicable experience, but we don’t require this certification for the role. 

Would I be responsible for gift processing?

We know that at some organizations Salesforce Administrators are responsible for processing gifts of donations. At GiveWell, we have a dedicated gift processing team who you will work with and support, but this role won’t be directly responsible for those tasks. 

What are some of the reasons I might not like this role?

The majority of the needed work in Salesforce will focus on support, training, and data quality. If you are looking for a role where building Salesforce apps is the majority of what you do day-to-day, this role may not be the best fit. 

What is the hiring process like?

The steps in the hiring process are described below. Please note that we could choose not to move forward at any stage after application review. We plan to devote significant staff effort to reviewing applications, and we’ll respond to everyone who applies. 

• Application
• Initial 30-minute interview with member of Talent Acquisition Team
• Work sample submission and review
• Work sample follow up interview with Head of Tech
• Technical interview with two members of our Tech Team
• GiveWell Values interview
• Final Interview with Head of Tech
• Reference checks
• Offer