IDinsight is an international development organization that helps policymakers and managers make socially impactful decisions using rigorous evidence. We carefully tailor a wide range of analytical and quantitative tools to enable our clients to design better policies, rigorously test those ideas, and take informed action at scale to improve lives.
Position Overview
The Salesforce Operations Specialist will be responsible for system setup and configuration, training design and delivery, standard operating procedure (SOP) development, and first-line troubleshooting to support the organization's fundraising team and broader CRM usage.
Responsibilities
System Setup and Configuration
Working within the existing Salesforce environment, you will:
- Configure initial reports and dashboards, including a master pipeline view, regional and relationship-manager-level pipeline reports, an automated data-quality error check, and a meeting activity report.
- Verify and refine the Slack-to-Salesforce and Gmail/Google Calendar-to-Salesforce integration flows so that everyday interactions (emails, Slack threads, calendar events) are correctly logging to Account and Opportunity records.
- Test and document the “Relate to Salesforce” Slack workflow for lead and opportunity creation.
- Identify and flag data hygiene gaps or configuration issues for escalation to the system administrator.
- Recommend AI-enabled workflows to increase efficiency, team capacity, and ease of uptake.
Training Design and Delivery
- Design a training curriculum tailored to at least two user segments: power users (External Affairs, Chiefs of Staff) and light-touch users (senior staff, directors).
- Build training materials that center on Slack as the primary interface, supplemented by direct Salesforce access where needed.
- Create short, reusable training assets (written guides, annotated screenshots, short video walkthroughs) designed for delivery in Slack and for ongoing reference.
- Support at least one live onboarding session per user group and a feedback loop to capture friction points after initial use.
SOP Development and Documentation
- Contribute to the development of role-based standard operating procedures for super users (e.g., External Affairs and finance teams, Chiefs of Staff) and light-touch users (e.g., directors and senior staff who originate leads via Slack).
- Translate existing workflow documentation into clear, step-by-step user guides written in plain, accessible language.
- Review and document naming conventions and data entry standards to prevent duplicate records and maintain pipeline integrity.
Troubleshooting and Ongoing Support
- Serve as a first-line resource for the fundraising team’s questions and troubleshooting during the rollout period.
- Triage issues clearly between user error, configuration issues (for escalation to the admin/implementation partner), and training gaps.
- Document recurring issues and their resolutions to inform a living FAQ or internal knowledge base.
Qualifications
Required
- BA/BSc/HND qualification.
- Demonstrated experience operationalizing a CRM within an organization, including documentation, training, and user enablement (Salesforce experience required; fundraising environment preferred).
- Expert knowledge of Salesforce-Slack integration and Salesforce-Google Workspace (Gmail, Google Calendar, Google Drive) integration.
- Experience creating training materials for non-technical users, with an emphasis on building user confidence and reducing system aversion.
- Ability to work within a configured environment without admin-level system build privileges: you will work with what exists, document it, and escalate clearly when changes are needed.
- Excellent written communication; SOPs and training materials you have produced should be available as work samples.
- Comfort operating across a globally distributed team.
Preferred
- Strong understanding of change management dynamics, including strategies for building user confidence and overcoming system aversion.
- Significant experience in a nonprofit fundraising environment, specifically with donor or funder relationship management.
- Familiarity with Salesforce Nonprofit Success Pack (NPSP) objects and fundraising-specific workflows (Accounts, Contacts, Opportunities, Gift Commitments).
- Experience managing CRM rollouts where the primary challenge is user adoption and change management rather than technical build.
- Prior work at a research organization, international NGO, or social sector advisory firm.
