United Way of King County

CRM Lead

United Way of King County is a recognized leader in solving the community’s toughest challenges and we’re looking for a CRM Lead to join our IT Operations & Administration team. This position champions the use of Dynamics CRM and related technologies to further our strategic goals and realize our mission. The CRM Lead works closely with business and technical stakeholders to establish cohesive partnerships and strong alignment to turn clients’ pain points and business needs into solutions that increase our impact. The position collaborates with our team of data, developer, reporting and integration leads in this important work. This position serves as a CRM trainer for the organization, ensuring that staff are offered and receive training on Dynamics CRM and related technologies and processes, including online and classroom options, as well as easy to understand, current, online documentation.

Essential duties:

  • Leads analysis discussions with clients and prospects to gather and document structured requirements and user stories.

  • Designs scalable solutions that leverage Dynamics CRM and peripheral technologies, such as ClickDimensions, Microsoft Power Platform, and SharePoint.

  • Determines where customization / development effort is required to meet business requirements as opposed to Dynamics CRM configuration, with the ability to justify the need for customization.

  • Implements customizations, add-ons, and features in Dynamics CRM and updates or creates user and admin documentation.

  • Translates an implementation design into actionable tasks and builds components with effort estimates.

  • Plans for, mobilizes and leads various stages of the engagement lifecycle beyond the solution implementation, including but not limited to: testing efforts, user acceptance testing, solution demonstrations, and end user training.

  • Reviews and analyzes existing CRM effectiveness and efficiency, and then develops strategies for improving or leveraging the system.

  • Engages with larger Dynamics CRM user community, i.e. CRMUG, other non-profits and United Ways using Dynamics CRM, to share and learn best practices.

  • Reports software issues to vendor and ensures successful resolution, e.g. ClickDimensions, Microsoft, etc.

  • Develops and maintains training program and curriculum for CRM and related applications, including training staff trainers where applicable.

  • Develops online training program for CRM and other applications to transition training from classroom to electronic training when applicable.

  • Performs other duties as assigned.

For more information about this opportunity, please refer to the job description.