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Salesforce Customer Community Manager

Company: Guide Dogs for the Blind
Location: San Rafael
Posted on: June 27, 2019

Job Description:

Salesforce Customer Community Manager POSITION TITLE: Salesforce Customer Community Manager REPORTS TO: Director of IT OPERATING RESPONSIBILITES: N/A OVERALL SUMMARY: The Salesforce Customer Community Manager manages constituent-facing digital communications and resources connected to GDB's Salesforce databases to create an efficient and vibrant engagement platform. The Salesforce Customer Community Manager contributes considerable technical, functional, strategic and product expertise to the Salesforce Community portals and content, client communication technologies, and other collaborative systems. Responsibilities include product and project management, strategy and planning, documentation, training and support of internal staff, volunteer and client constituents. The Salesforce Customer Community Manager is responsible for designing and implementing enhancements to existing and new capabilities/functionality of the organization's Communities portals, and transactional integration with dog/client/constituent databases, website and Intranet. The work includes advanced configuration or coding in Salesforce and Salesforce Communities to ensure desired business outcomes are delivered, utilizing agile and waterfall design processes. As part of the IT team, the Salesforce Customer Community Manager works closely with team members, GDB subject matter experts, software providers, and outside consultants as required. The primary tasks are designing, building, and testing applications and content on the Salesforce Communities platform based on user stories and GDB Initiatives and supporting Communities users. The Salesforce Customer Communities Manager also participates in requirements gathering sessions and works with subject matter experts and department end user teams to document requirements, proof designs, and demonstrate solutions. The role includes the development and design of content and communication strategies, online form design and data capture, output creation, and user interface design and accessibility considerations. This position will design, configure, program and maintain software portal applications and content for GDB departments that will improve client service, employee productivity, and statistical analysis capabilities. POSITION ESSENTIAL FUNCTIONS: In conjunction with the Data Architect and Director of IT, develop timelines for completion of assigned projects by an agreed-upon date; effectively manage multiple tasks simultaneously, prioritize own workload, and ensure adherence to timeline and deliverables. Modify and upgrade complex portal applications to maintain functionality and performance. Prepare new releases following an established version control change management methodology; complete maintenance activities; publish release notes and documentation; and address GDB staff, volunteer and client constituent user training and requests for assistance Create solutions that integrate Salesforce Communities with other platforms and services to accomplish outcomes that neither system could achieve independently. Configure and support external web access to GDB systems using a variety of applications and programming techniques. Develop and maintain a solid understanding of organizational Mission, initiatives, needs and concerns related to information systems projects through direct, on-going communications with users and other interested parties. Assimilate their input to develop improved functionality of a given application. Identify, recommend, and program new or improved software portal and content applications for individual departments. Maintain existing software applications by providing employee support and training and improving program functionality. Adhere to our organization's safety policies and procedures and encourage others to do the same. Promptly report incidents and accidents according to campus procedures. Undertake other duties as assigned. POSITION ESSENTIAL REQUIREMENTS: Demonstrated knowledge and experience in systems and content management development best practices; ability to understand and implement the system development lifecycle; software project requirements, design and test techniques. Ability to conceptualize and implement portal application and content interface projects. Demonstrated knowledge and experience configuring applications on the platform, with emphasis on Communities, user interface, page layout, and accessibility. Three or more years' full time experience developing Communities and other social and content-driven software solutions Demonstrated ability to designing and deploying web portal software and content that complies with accessibility standards and is compatible with assistive technologies used by individuals who are blind or have visual impairment. Demonstrated ability to learn and implement new and emerging software development and content management technologies and techniques, and effectively apply them to production systems. Demonstrated ability to communicate technical content clearly with technical and non-technical personnel, understand and interpret user input, and to collaborate with end users, including those with limited or no technical expertise, effectively. Knowledge and ability to implement quality assurance, test, and controls standards and best practices. Coursework in Salesforce, including Communities, NPSP and Lightning design; systems design lifecycle; and web design standards. Undergraduate degree and Salesforce professional certification preferred. POSITION SPECIFICATIONS: Full-time, non-exempt position. Guide Dogs for the Blind strives to provide competitive benefits and compensation including: PERSONAL WELLNESS Health Insurance Dental Insurance Vision Insurance Short Term Disability (Staff working outside of California) Long Term Disability Paid Vacation, Holidays and Sick Leave Voluntary supplemental insurance products Employee Assistance Program On-Site Wellness Programs including Cross Training, Yoga, Chair Massage, workout room and more! FINANCIAL WELLNESS 403(b) Retirement Savings Plan with discretionary employer match Life Insurance and AD&D (100% Employer Paid) Flexible Spending Account for medical and dependent care expenses Pre-tax Commuter Check Program (CA Campus Only) AND MORE... Carpool/Vanpool Program Dog-Friendly Workplace Dog and Cat Food Discounts Employee Referral Program Employee Lunch Program Tuition Reimbursement

Keywords: Guide Dogs for the Blind, Santa Rosa , Salesforce Customer Community Manager, Executive , San Rafael, California

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