Work for CRS

DEPARTMENT: Educational Partnerships
SUPERVISED BY:  Director of Educational Partnerships 

POSITION SUMMARY:

The Educational Partnership Consultant is responsible for selling Fly Five social and emotional learning curriculum products and services to new and existing customers by initiating contacts and new business opportunities with potential schools and districts interested in social-emotional learning programs. This position assumes responsibility for developing qualified leads from marketing campaigns, conferences, webinars, databases, market research and other sources through calls and emails to contribute to new client engagement in their assigned territory. They will cultivate potential relationships by identifying the needs and timing around social emotional learning interest, providing information on the Fly Five program and closing sales according to the agreed upon quarterly and annual targets. The EPC will give face-to-face and virtual presentations and webinars on our programs, answer in-depth questions, and provide preliminary pricing and quotes. The EPC works under the direction of the Director of Educational Partnerships and in close collaboration with the Director of Consultative Services and Training to develop new prospecting strategies and marketing campaigns to help further business initiatives in targeted markets and program areas.

Midwest region includes the following states: North Dakota, South Dakota, Nebraska, Kansas, Minnesota, Iowa, Missouri, Wisconsin, Illinois, Michigan, Indiana, Ohio

This is a teleworking position.  Candidate must live in assigned territory (region) and be able to travel extensively in assigned region and to travel to Western Massachusetts headquarters as required.

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE:

Lead Generation and Prospecting

• Develop an effective pipeline of leads, prospects and potential customers and track relevant information in Salesforce
• Qualify new leads and prospects by providing supporting program information, pricing, and presentations to potential customers in schools, districts, and agencies regarding effective practices with CRS programs and services
• Provide input and analysis on target areas for lead prospecting using CRM data, reports around past purchases, market trends, legislation and funding opportunities

Territory Sales and Account Development

• Works closely with Director of Educational Partnerships to achieve or exceed quarterly and annual revenue goals.
• Support opportunities to increase market share by delivering customized trainings, webinars and presentations on Fly Five and when appropriate cross-promotion and selling of other CRS products and services.
• Communicate information and prepare quotes as needed to provide support to existing clients regarding Fly Five products and services.
• Renews and expands CRS business and relationships with current customers and develops new business for programs and services.

Program and Market Knowledge 

• Develop and display demonstrated knowledge of CRS’ products, market trends, and competitive landscape

• Maintains knowledge of CRS’ products, market trends, competitive landscape and other factors influencing the market.
• Develops and maintains deep and positive relationships with school and district leaders, maintains knowledge of their initiatives, implementation practices and barriers.
• Represent Fly Five at conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of CRS’ programs and services.
• Attends and participates in national and regional conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of Fly Five and all CRS’ programs and services as required.
• Support customers in changes in products, including, but not limited to digital product purchases, license renewals and implementation strategies.

Maintain Expectations for Consultative Sales 

• Successfully complete the requirements for annual and on-going consultative sales training.
• Respond positively to coaching and support.
• Maintain and demonstrate accurate product knowledge and use of sales tools and resources.
• Demonstrate ability to pitch solutions and to close.
• Contribute to improvement opportunities 

Working Environment

• This is a full-time position that may require evening work
• Frequent travel by ground or air, sometimes extensively
• Must have access to reliable transportation
• Teleworking position; must reside in territory and must adhere to CRS’ teleworking guidelines

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Four-year degree in education, marketing or similar field of study; previous experience as an educator or in educational leadership preferred.
• Able to learn and effectively use database and customer relations management (CRM) software, such as Salesforce, Hubspot, NetSuite and Google Suite and common software applications and web services such as Microsoft Office.
• Preference given to prior experience in a consultative sales and customer relations in K-12 education.
• Highly accountable for meeting performance expectations; goal oriented and flexible
• Diplomatic and skillful communicator (writing, emails, telephone)
• Empathetic listener and able to communicate with professionalism to a wide range of people and in varying positions of authority and under a range of circumstances.

• Respects and values diversity; represents CRS positively and professionally in interactions with clients, vendors, and the community at large in both real and virtual interactions.

• Regular and reliable attendance.
• Disposition is consistently professional, cooperative, and collegial as evidenced by workplace maturity, composure, perspective, transparency, reliability, integrity, and trustworthiness.
• Caring for and commitment to the mission, vision, and direction of CRS. 

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch.
• Ability to talk on the phone for up to 4 hours/day.
• Must be able to lift up to 50 lbs.
• Ability to travel by ground and air, at times extensively

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.

IMPORTANT NOTE: As this is a new department, the candidate should expect this position description to evolve/change as we learn more in the first 1 to 3 years of implementation.

DEPARTMENT: Educational Partnerships
SUPERVISED BY:  Director of Educational Partnerships 

POSITION SUMMARY:

The Educational Partnership Consultant is responsible for selling Fly Five social and emotional learning curriculum products and services to new and existing customers by initiating contacts and new business opportunities with potential schools and districts interested in social-emotional learning programs. This position assumes responsibility for developing qualified leads from marketing campaigns, conferences, webinars, databases, market research and other sources through calls and emails to contribute to new client engagement in their assigned territory. They will cultivate potential relationships by identifying the needs and timing around social emotional learning interest, providing information on the Fly Five program and closing sales according to the agreed upon quarterly and annual targets. The EPC will give face-to-face and virtual presentations and webinars on our programs, answer in-depth questions, and provide preliminary pricing and quotes. The EPC works under the direction of the Director of Educational Partnerships and in close collaboration with the Director of Consultative Services and Training to develop new prospecting strategies and marketing campaigns to help further business initiatives in targeted markets and program areas.

Northeast region includes the following states: Maine, New Hampshire, Vermont, Massachusetts, Connecticut, Rhode Island, the Virgin Islands

This is a teleworking position.  Candidate must live in assigned territory (region) and be able to travel extensively in assigned region and to travel to Western Massachusetts headquarters as required.

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE:

Lead Generation and Prospecting

• Develop an effective pipeline of leads, prospects and potential customers and track relevant information in Salesforce
• Qualify new leads and prospects by providing supporting program information, pricing, and presentations to potential customers in schools, districts, and agencies regarding effective practices with CRS programs and services
• Provide input and analysis on target areas for lead prospecting using CRM data, reports around past purchases, market trends, legislation and funding opportunities

Territory Sales and Account Development

• Works closely with Director of Educational Partnerships to achieve or exceed quarterly and annual revenue goals.
• Support opportunities to increase market share by delivering customized trainings, webinars and presentations on Fly Five and when appropriate cross-promotion and selling of other CRS products and services.
• Communicate information and prepare quotes as needed to provide support to existing clients regarding Fly Five products and services.
• Renews and expands CRS business and relationships with current customers and develops new business for programs and services.

Program and Market Knowledge 

• Develop and display demonstrated knowledge of CRS’ products, market trends, and competitive landscape
• Maintains knowledge of CRS’ products, market trends, competitive landscape and other factors influencing the market.
• Develops and maintains deep and positive relationships with school and district leaders, maintains knowledge of their initiatives, implementation practices and barriers.
• Represent Fly Five at conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of CRS’ programs and services.
• Attends and participates in national and regional conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of Fly Five and all CRS’ programs and services as required.
• Support customers in changes in products, including, but not limited to digital product purchases, license renewals and implementation strategies.

Maintain Expectations for Consultative Sales 

• Successfully complete the requirements for annual and on-going consultative sales training.
• Respond positively to coaching and support.
• Maintain and demonstrate accurate product knowledge and use of sales tools and resources.
• Demonstrate ability to pitch solutions and to close.
• Contribute to improvement opportunities 

Working Environment

• This is a full-time position that may require evening work
• Frequent travel by ground or air, sometimes extensively
• Must have access to reliable transportation
• Teleworking position; must reside in territory and must adhere to CRS’ teleworking guidelines

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Four-year degree in education, marketing or similar field of study; previous experience as an educator or in educational leadership preferred.
• Able to learn and effectively use database and customer relations management (CRM) software, such as Salesforce, Hubspot, NetSuite and Google Suite and common software applications and web services such as Microsoft Office.
• Preference given to prior experience in a consultative sales and customer relations in K-12 education.
• Highly accountable for meeting performance expectations; goal oriented and flexible
• Diplomatic and skillful communicator (writing, emails, telephone)
• Empathetic listener and able to communicate with professionalism to a wide range of people and in varying positions of authority and under a range of circumstances.

• Respects and values diversity; represents CRS positively and professionally in interactions with clients, vendors, and the community at large in both real and virtual interactions.
• Regular and reliable attendance.
• Disposition is consistently professional, cooperative, and collegial as evidenced by workplace maturity, composure, perspective, transparency, reliability, integrity, and trustworthiness.
• Caring for and commitment to the mission, vision, and direction of CRS. 

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch.
• Ability to talk on the phone for up to 4 hours/day.
• Must be able to lift up to 50 lbs.
• Ability to travel by ground and air, at times extensively

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.

IMPORTANT NOTE: As this is a new department, the candidate should expect this position description to evolve/change as we learn more in the first 1 to 3 years of implementation.

DEPARTMENT: Educational Partnerships
SUPERVISED BY:  Director of Educational Partnerships 

POSITION SUMMARY:

The Educational Partnership Consultant is responsible for selling Fly Five social and emotional learning curriculum products and services to new and existing customers by initiating contacts and new business opportunities with potential schools and districts interested in social-emotional learning programs. This position assumes responsibility for developing qualified leads from marketing campaigns, conferences, webinars, databases, market research and other sources through calls and emails to contribute to new client engagement in their assigned territory. They will cultivate potential relationships by identifying the needs and timing around social emotional learning interest, providing information on the Fly Five program and closing sales according to the agreed upon quarterly and annual targets. The EPC will give face-to-face and virtual presentations and webinars on our programs, answer in-depth questions, and provide preliminary pricing and quotes. The EPC works under the direction of the Director of Educational Partnerships and in close collaboration with the Director of Consultative Services and Training to develop new prospecting strategies and marketing campaigns to help further business initiatives in targeted markets and program areas.

West region includes: California, Nevada, Hawaii, Utah, Alaska, Idaho, Montana, Oregon, Washington, Guam (Pacific Islands), Wyoming.

This is a teleworking position.  Candidate must live in assigned territory (region) and be able and willing to travel extensively in assigned region and to travel to Western Massachusetts headquarters as required.

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE:

Lead Generation and Prospecting

• Develop an effective pipeline of leads, prospects and potential customers and track relevant information in Salesforce
• Qualify new leads and prospects by providing supporting program information, pricing, and presentations to potential customers in schools, districts, and agencies regarding effective practices with CRS programs and services
• Provide input and analysis on target areas for lead prospecting using CRM data, reports around past purchases, market trends, legislation and funding opportunities

Territory Sales and Account Development

• Works closely with Director of Educational Partnerships to achieve or exceed quarterly and annual revenue goals.
• Support opportunities to increase market share by delivering customized trainings, webinars and presentations on Fly Five and when appropriate cross-promotion and selling of other CRS products and services.
• Communicate information and prepare quotes as needed to provide support to existing clients regarding Fly Five products and services.
• Renews and expands CRS business and relationships with current customers and develops new business for programs and services.

Program and Market Knowledge 

• Develop and display demonstrated knowledge of CRS’ products, market trends, and competitive landscape

• Maintains knowledge of CRS’ products, market trends, competitive landscape and other factors influencing the market.
• Develops and maintains deep and positive relationships with school and district leaders, maintains knowledge of their initiatives, implementation practices and barriers.
• Represent Fly Five at conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of CRS’ programs and services.
• Attends and participates in national and regional conferences and events to support market presence, develop prospect and lead opportunities, and enhance the awareness of Fly Five and all CRS’ programs and services as required.
• Support customers in changes in products, including, but not limited to digital product purchases, license renewals and implementation strategies.

Maintain Expectations for Consultative Sales 

• Successfully complete the requirements for annual and on-going consultative sales training.
• Respond positively to coaching and support.
• Maintain and demonstrate accurate product knowledge and use of sales tools and resources.
• Demonstrate ability to pitch solutions and to close.
• Contribute to improvement opportunities 

Working Environment

• This is a full-time position that may require evening work
• Frequent travel by ground or air, sometimes extensively
• Must have access to reliable transportation
• Teleworking position; must reside in territory and must adhere to CRS’ teleworking guidelines

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Four-year degree in education, marketing or similar field of study; previous experience as an educator or in educational leadership preferred.
• Able to learn and effectively use database and customer relations management (CRM) software, such as Salesforce, Hubspot, NetSuite and Google Suite and common software applications and web services such as Microsoft Office.
• Preference given to prior experience in a consultative sales and customer relations in K-12 education.
• Highly accountable for meeting performance expectations; goal oriented and flexible
• Diplomatic and skillful communicator (writing, emails, telephone)
• Empathetic listener and able to communicate with professionalism to a wide range of people and in varying positions of authority and under a range of circumstances.

• Respects and values diversity; represents CRS positively and professionally in interactions with clients, vendors, and the community at large in both real and virtual interactions.

• Regular and reliable attendance.
• Disposition is consistently professional, cooperative, and collegial as evidenced by workplace maturity, composure, perspective, transparency, reliability, integrity, and trustworthiness.
• Caring for and commitment to the mission, vision, and direction of CRS. 

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch.
• Ability to talk on the phone for up to 4 hours/day.
• Must be able to lift up to 50 lbs.
• Ability to travel by ground and air, at times extensively

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.

IMPORTANT NOTE: As this is a new department, the candidate should expect this position description to evolve/change as we learn more in the first 1 to 3 years of implementation.

This is an onsite position located in Turners Falls, Massachusetts

DEPARTMENT: Information Technology
SUPERVISED BY: Director of Information Technology

POSITION SUMMARY:

The Information Technology Systems Administrator reports to the Director of Information Technology and is responsible for maintaining CRS’s information technology systems and networks, performing both technical and administrative tasks to ensure functionality and efficiency of computer and telecom systems. Assist technicians in managing tickets to meet helpdesk service expectations. Provides day-to-day technical support for on-site and teleworking staff and, when appropriate serves as the link between external IT support and end-users.

The IT systems administrator must be knowledgeable in software, hardware and networks, be a critical thinker and problem-solver with great attention to detail. Since end-user support and teamwork are important aspects of the role, excellent communication and people skills are required to provide excellent customer service to CRS staff.  Works proactively with IT technicians and specialists to prevent and fix problems as they arise. 

The position also coordinates with the director on all efforts to support the network, hardware, and software.

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE:

Network Support and Maintenance

• Coordinates with the director to administer such tasks as antivirus updates, utility management, and active directory maintenance
• Sets up, configures, and manages printers and other networked devices
• Monitors and troubleshoots LAN and WAN performance-related issues
• Provides support to end-users to enforce cyber security protocol  
• Assists with monitoring and maintaining virtual environment, and other network components 
• Understands cloud-based network topology 
• Perform root cause analysis of complex system problems and provide corrective actions

Computer Support and Hardware Maintenance

• Coordinates with the director to perform desktop/laptop upgrades and replacements 
• Plans with the director for hardware rotation and updates.
• Monitors and maintains all active equipment and install updates, as needed
• Supports end-users using cloud-based customer management software
• Assists the director with cloud-based system center management console
• Assists with PC, MAC, and tablet setup 
• Logs daily backups and reviews disaster recovery data

General Support and Maintenance 

• Provides virtual meeting support and assists users with setup of A/V equipment
• Supports users with the sign out of loaner hardware
• Performs administrative tasks for the phone system and assists users with phone-related issues
• Supports and troubleshoots general office equipment; copiers, computers peripherals, postage machine, folder; and places service calls when needed
• Conducts research to provide solutions to customers’ requests
• Provides new employees a basic technology orientation (use of a computer, network, phone, etc.)
• Completes other tasks or assignments as needed
• Supports the Director in ensuring all staff follow established standards and guidelines
• Maintain an electronic library of user guides and training materials

Other

• Appreciates and values diversity.   Represents CRS positively and professionally in interactions with clients, vendors, and the community at large in both real and virtual interactions.

PHYSICAL REQUIREMENTS:

• Ability to lift and carry up to 35 lbs.
• Ability to use a computer for up to 8 hours/day with breaks and lunch
• Ability to work from heights and to climb ladders and lifts
• Ability to travel by airplane or automobile occasionally

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor’s Degree in Computer Information Systems, Information Technology or Associate degree in Computer Science, Information Technology, or related field with a minimum of 2 years of experience in a technical support environment
• Thorough knowledge of operating systems, networking, hardware and software 
• Excellent problem-solving skills
• Ability to explain problems and solutions clearly to non-technical users
• Ability to prioritize, work under pressure, and meet deadlines
• A patient and methodical approach
• Ability to work alone or as part of a team 
• Availability to travel occasionally
• Regular and reliable attendance

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.

This is an onsite position located in Turners Falls, Massachusetts.

DEPARTMENT: Marketing & Communications
SUPERVISED BY: Director of Marketing & Communications

POSITION SUMMARY:

The Marketing and Communications Project Manager is responsible for planning, coordinating and managing campaigns that promote CRS’ programs, products and services.  This position requires creativity, project planning and management, data collection and use and strong interpersonal skills.  This position will work closely with other members of a matrixed marketing team, (developers, designers) to determine the goals and outcomes of each project and how the activities fit in the overall marketing strategy for each program, product or service.  They are also responsible for using a variety of marketing and promotional tools to achieve the campaign’s objective and will be responsible for monitoring all phases of each campaign to ensure it runs smoothly.  They are responsible for working closely with the Director of Marketing and Communications to ensure each campaign’s effectiveness.  This position is also responsible for collecting and managing data and using it to tell impactful stories in compelling, interesting and fun ways.

This position is responsible for marketing and communication that raises brand awareness and recognition, increases desirability of CRS programs, products and services, ensures CRS and/or its programs achieves its annual goals and maintains and reinforces brand integrity.

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE: 

Planning, coordinating and managing campaigns for CRS programs and services

• Work closely with the Director to develop detailed plans for promotions in line with the overall marketing strategy.
• Clearly articulate the goals and intended results of each campaign.
• Develop and manage to deliverables timelines that cover the planning and design, development, testing and production of campaign and materials for an on-time launch.
• Ensure each campaign includes a full-spectrum of digital, print and social media tools and activities.
• Collaborate with team members to monitor and ensure the effectiveness of each campaign.

Writing, research and data use

• Write marketing and social media content in a clear, concise, crisp and compelling manner; free of grammatical and syntactical and spelling errors. 
• Excellent journalistic writing style
• Write website content that maximizes SEO
• Content writing that represents CRS and its programs, products or services accurately and in line with expectations for preserving brand integrity.
• Inclination to learn and conduct research to enhance ability to present program, product and service in an accurate and well-informed manner.
• Works closely with the Director to collect data that informs marketing efforts, can be used to increase leads and to tell compelling data stories that are relevant and important to current and prospective clients and present CRS as a leader in the SEL industry.

Conference and Event Planning

• Plans, collaborates across the organization and executes on all aspects of conferences that CRS hosts.
• Works closely with the Director to create, and updates on an annual basis, a calendar of conferences (1) regional educator; (2) professional associations; (3) international education; (4) SEL and general education for raising awareness, promoting and generating sales of CRS’ programs, products and services.  
• Ensures that the marketing conferences are staffed by the appropriate representatives and they have what they need to be effective at the conference.
• Collaborates on the development of Marketing Consultant guides for use by those presenting at marketing conferences.

Digital Promotional, Informational, Communication Products

• Collaborate with internal stakeholders to plan and implement a regular schedule for producing a wide range of print and digital, informational and communication materials including, but not limited to brochures, newsletters, catalogs, cards, blog posts, social media posts, webinars, etc.
• Works closely with internal stakeholders on establishing content and visual direction for products
• Manage production to timeline and budget.

Planning, Creativity, and Resilience

• Effective planning, follow-through, time management.
• Takes and responds to feedback on marketing products
•  Turns new and imaginative ideas into reality by finding hidden patterns, making connections between incidents, events or trends and generating solutions.
• Uses both conventional methods and critical problem solving to address each situation from a creative viewpoint.
• Can communicate effectively with a wide range of stakeholders.

Other

• Appreciates and values diversity.   Represents CRS positively and professionally in interactions with clients, vendors, and the community at large in both real and virtual interactions.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor’s degree in marketing, English, communications, journalism or related field
• At least 3 years’ successful marketing project management experience
• Excellent verbal and written communication skills 
• Creativity and strong work ethic
• Strong organization, decision-making, and customer service skills
• Proficient with MS Office Suite and Google Suite
• Ability to work well in a highly collaborative environment
• Caring for and commitment to the mission and vision of CRS
• Regular and reliable attendance
• Ability to travel to conferences and events as needed

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch.
• Ability to talk on the phone for up to 4 hours/day.
• Ability to travel by airplane and automobile, occasionally.

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.

DEPARTMENT:                 Information Technology
SUPERVISED BY:            Director of Information Technology

POSITION SUMMARY:

The Software and Salesforce Developer reports to the Director of Information Technology. This position is responsible for providing excellent support for all CRS software applications including Salesforce administration and development.
This is an on-site position located in Turners Falls, Massachusetts.

PRIMARY DUTIES AND RESPONSIBILITIES INCLUDE:

Support for CRS and user software applications

• Install and configure software applications and upgrades.
• Assist with the testing of new software releases and report issues to the Director as needed.
• Conduct research to provide sound solutions to customer requests.
• Deliver technical assistance and instruction to users in order to build their capacity to optimally use software to complete their daily work.
• Document and track issues in software and hardware operations.
• Coordinate efforts with others to quickly resolve issues.
• Perform root cause analysis for each issue; escalate as necessary.
• Provide support to users in a wide range of software applications. Quickly gain proficiency as needed to provide support.
• Perform software upgrades as patches are released to keep the product updated.

Salesforce administration and development

• Lead the day-to-day Salesforce CRM support, including the management of system upgrades, releases, and change control processes.
• Respond to issues, change requests, and other administrative needs of Salesforce.com end users.
• Understand user requirements and translate them into Salesforce changes and enhancements.
• Train users on system functionality and new features.
• Provide day to day end-user support and assist users with best practices to improve and increase their knowledge of Salesforce.com
• Create and maintain custom reports and dashboards.
• Deliver effective reporting and data manipulation skills, including imports, exports, filters and dashboard creation
• Develop custom objects, page layouts, and profiles.
• Create applications that interact with Salesforce via the SOAP or REST API’s.
• Implement third-party applications into Salesforce Lightning and Classic instance.
• Design using Visualforce and Customer Controllers with a complete understanding of UX and UI design principals.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor’s degree preferred or associate’s degree in a computer-related field and two years of related experience.
• At least 12 month’s experience in customer service/technical support or direct customer consulting experience within a fast-paced environment.
• In-depth technical knowledge of Salesforce Lightning and Classic.
• Functional/General knowledge of online learning management systems, (i.e., Blackboard, Moodle, canvas) and Enterprise Resource Planning Solutions (i.e, Netsuite)
• Significant experience and skill in the following technologies and tools: Mac and Windows Operating Systems, basic software such as Microsoft Office, interactive web-based tools such as blogs or wikis, content creation software such as Adobe Creative Suite, and audio/video editing and delivery software used for podcasting and screencasting.
• 3-4 years of Salesforce experience
• ADM 201 Certification preferred, but not required

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch
• Ability to talk on the phone for up to 2 hours/day
• Ability to lift and carry up to 35 lbs. occasionally
• Ability to travel by airplane or automobile occasionally

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.  Responsibilities, tasks, and duties of individual jobholders may vary from the above description.  Other duties, as assigned by the jobholder’s supervisor, may also be required.