Overview
The role focuses on monitoring, coordinating, and implementing critical processes for the optimization of the Salesforce CRM platform, aiming to enhance cost efficiency and maximize the platform's capabilities for the fundraising operation.
Key Responsibilities
- Coordinate, monitor and validate API integrations between Salesforce and external stakeholders.
- Support the definition of integration requirements, data structures and business rules.
- Troubleshoot integration issues and ensure data consistency across systems.
- Document end-to-end data flows, APIs and integration processes.
- Support vendors and internal teams in the implementation and consumption of APIs.
- Define and execute test cases (UAT) to validate integrations.
- Support the design and implementation of scalable collection processes within Salesforce.
- Coordinate integrations with banks, payment gateways and processors.
- Analyze transaction flows, including payment attempts, rejections, retries and successful collections.
- Identify inefficiencies and propose improvements to reduce operational costs and increase approval rates.
- Support the automation of manual transactional processes.
- Ensure documentation and monitoring of collection processes.
- Provide technical-functional support across Salesforce and related platforms.
- Support implementation and optimization of donor portals and partner community access.
- Ensure proper data access models, visibility rules and governance.
- Design and support data flows between CRM, marketing tools and external systems.
- Maintain updated documentation of systems, processes and configurations.
- Gather and translate business requirements into functional specifications and user stories.
- Define acceptance criteria and support testing processes (UAT).
- Coordinate Agile ceremonies when required.
- Monitor timelines, risks and dependencies across projects.
- Communicate findings, risks and recommendations to technical and business stakeholders.
- Facilitate coordination between BI, Individual Giving, ICT/ICTD and external vendors.
- Promote best practices in CRM usage, data management and process standardization.
- Support knowledge transfer and capacity building within local teams.
- Contribute to continuous improvement initiatives focused on efficiency, scalability and revenue growth.
Required Experience
Minimum seven (7) years of relevant professional experience in CRM systems, business analysis, systems integration, or data-driven operational roles is required. Candidates must demonstrate at least three (3) years of hands-on experience working with Salesforce CRM in roles related to administration, configuration, business analysis or integrations. Experience supporting operational or transactional processes, preferably in fundraising, non-profit organizations or payment-related environments. Experience working with data flows, integrations or system interactions involving external vendors or platforms. Desirable: Experience in Individual Giving or donor management operations. Experience with recurring payments, payment gateways or financial transaction processes. Experience working in international organizations or NGOs.
Qualifications
Completion of secondary education is required. University studies in Engineering, Information Systems, Business, or related fields are considered an asset. A bachelor’s degree from a recognized academic institution in a relevant field may replace three years of related work experience. A master’s degree may replace additional two years.
