Manager, User Support & Training

Job Description

Planned Parenthood is the nation’s leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation’s largest provider of sex education. With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives. Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates operating health centers across the U.S. Planned Parenthood Action Fund is an independent, nonpartisan, not-for-profit membership organization formed as the advocacy and political arm of Planned Parenthood Federation of America. The Action Fund engages in educational, advocacy, and electoral activity, including grassroots organizing, legislative advocacy, and voter education. Planned Parenthood Federation of America (PPFA) and Planned Parenthood Action Fund (PPAF) seek a thorough and solution-focused Manager, User Support & Training . This job reports to the Director, User Support & Training in the Development Systems team of PPFA. Development Systems supports the fundraising databases, system integration, reporting and analysis, and general data needs of the National Development division and of the affiliates participating in the Collaborative Fundraising Program. Purpose: The person in this position maintains a deep understanding of both the fundraising business goals and database systems to assist the user community in support of their cultivation, marketing, and revenue goals. They manage the front-line fundraising database support for 200+ system users located across the country and on varying fundraising teams. Delivery : ● Manage and respond to support tickets, providing solutions to database users’ questions and inquiries. Maintain a high level of customer service with professionalism, responsiveness, and thoroughness in line with team Service Level Agreements. ● Escalate and present to the Development Systems team areas for business process and system enhancements. Provide solution options through creative problem solving, analysis, and engaged collaboration with Development Systems teammates and stakeholders. ● Serve as point person for Apsona reporting, document generation, and technical support. ● Manage database user roles and security access including tracking permissions access based on user role and level of training. ● Maintain expert knowledge of the application functionality and configuration. Stay up to date on changes to Salesforce functionality and technical releases. ● Train database users on functionality, educating users on best practices, answering ad-hoc questions, troubleshooting systems issues, and working with users on creating data outputs and reports. Create and maintain database training documentation and materials accordingly. Engagement: ● Champion system tools and capabilities. Promote database adoption and utilization across divisions and user groups. ● Engage with 200+ front line users across the national and select affiliate development teams by responding to inquiries and providing both individual and group trainings as needed. ● In support of regularly scheduled system releases, strategize, solution, communicate, and coordinate closely and routinely with other members of the Development Systems team, particularly the Business Analyst and technical Salesforce Administrators. ● Work independently, managing a queue of support cases ranging in complexity and priority. ● Occasionally communicate with vendors and external business partners. Knowledge, Skills and Abilities (KSAs): ● 5 years of related work experience ● Experience in a CRM user support role or as CRM user, administrator, or manager. Experience specifically with Salesforce preferred. ● Working knowledge of fundraising and fundraising systems preferred ● Experience providing customer support/services required ● Comfort level speaking publicly and presenting training materials both in person and virtually ● Ability to work collaboratively and flexibly with a dynamic, fast-moving team, completing multiple tasks with poise, accuracy, and confidence. ● Commitment to working, thinking, and problem solving with a diversity, equity, and inclusion lens. ● Strong organizational, analytical, and problem-solving skills ● Strong oral and written communication skills ● High proficiency in Google products ● Flexibility and ability to adapt to quickly changing priorities and ambiguous situations ● Commitment to PPFA’s mission and diversity, equity, and inclusion, particularly surrounding race equity ● A deep commitment to Planned Parenthood’s mission of promoting Sexual and Reproductive Health Travel: 0-5% $90,000 - $97,000 a year Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt-in for Flexible Spending Account (FSA) and Transportation/Commuter accounts. We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. PPFA participates in the E-Verify program and is an Equal Opportunity Employer. #LI-SY1 *PDN-HR Roles that are denoted as NYC, DC, or both will work a hybrid schedule, requiring 2-3 days per week in the office unless the role is denoted as onsite , which requires working onsite full time or 5 days per week. Apply for this job