CHS: Reshaping the future for children from Children's Home Society Florida on Vimeo.

Since opening our doors in 1902, CHS became a part of Florida's history. 

CHS has been committed to growing and evolving to provide the right services and solutions to address the needs of children and families throughout the changing times.  Every day, our team works with parents and kids to empower them and encourage them. With innovative technology solutions and a dedicated, experienced team throughout the state, we’re changing the face of foster care and positively impacting children and families’ lives for generations to come.

Join our team to continue to do good and create history serving Florida's children and families!

The Customer Relationship Management (CRM) Administrator oversee the installation, administration and maintenance of the CHS Virtuous CRM and QGive event management systems with the intent to create an environment that allows users and stakeholders to understand and evaluate business objectives and performance. In addition to collaborating with leadership to set the CRM strategy, in this role the incumbent will lead a team in maintaining functionality, customizing system tools, managing user access, creating reports and dashboards and providing overall technical support to ensure effective utilization across the organization. Overall, the CRM Administrator contributes to the CHS high performance culture by exhibiting our values and providing quality results that position CHS as the leader in delivering proactive behavioral health, case management, community and early childhood solutions for children and families.

WHY JOIN CHS?

• Uplifting mission-driven work culture
• Make an impact in your community and become a part of Florida's history!
• Growth and professional development opportunities
• Great benefits package, including generous paid time off and holidays

Primary Job Functions

1. Oversee the installation, administration, and maintenance of the CHS Virtuous CRM and QGive event management systems with the intent to create an environment that allows users and stakeholders to understand and evaluate business objectives and performance.

System Configuration & Functionality

• Configure and customize the CRM and event management system to meet CHS strategic business needs.
• Oversee the CRM system's performance, integrity, and security; provide system administration support.
• Collaborate with stakeholders to gather requirements, prioritize enhancements and drive continuous improvement of the CRM system.
• Create and manage complex workflow rules, data validation, and approval processes to automate tasks and streamline operations.
• Coordinate and support integrations with third-party applications; implement extensions to extend CRM functionality.
• Lead ongoing implementation and maintenance of the Virtuous and QGive systems, as well as customization requests.
• Manage all administrative functions, including user account maintenance, business rules, access privileges, data imports/exports, etc.
• Function as Product Owner by keeping an up-to-date product roadmap and presenting it periodically to internal stakeholders.
• Design and implement workflows, automation, and reporting features to streamline business processes and improve efficiency.
• Maintain strong adherence and compliance with Federal and State privacy statutes and laws.
• Partner with Philanthropy, Development and Communications Teams to develop and execute donor and event operations.
• Establish relationships with and collaborate with external vendors to provide solutions to External Affairs initiatives.

User Education & Support

• Manage user accounts, profiles, permissions, and roles; provide ongoing support.
• Provide issue resolution through troubleshooting and working with CHS/vendor technical support, as necessary.
• Respond to user questions, provide technical support and troubleshoot issues with the CRM system.
• Provide or collaborate in the provision of training to inform users of processes and enhancements.
• Onboard new teams and team members to leverage CRM technology.
• Coordinate user training sessions and create related documentation, as needed.

Data Reporting & Analytics

• Develop and maintain data quality standards and processes to ensure accurate and reliable data within the CRM.
• Collaborate with subject matter experts within External Affairs, Quality, and Data Resources, as well as data owners, data stewards, and data custodians to create analytics pipelines and make data-driven decisions.
• Partner with CHS Data teams to create and maintain clean, usable philanthropic and event data.
• Maintain all data documentation and data definitions.
• Analyze data to provide insights into daily operations and productivity; leverage CHS donor data to provide business insights.
• Develop and maintain reports and dashboards to track key metrics.

Job Qualifications

Education, Licenses and Certifications:

• BA/BS in Computer Science, Information Technology, Business or related discipline from an accredited university, required.
• An equivalent combination of education and experience may be considered
• Certification as a Virtuous Administrator, or ability to attain certification within six months after hire
• Florida Driver’s License within 30 days from hire with daily access to a reliable and insured vehicle, required

Experience:

• Minimum of 3 years of experience implementing, using and leveraging a CRM platform and strategy, required.
• Experience with Virtuous (CRM) and QGive (Event Management), strongly preferred.
• Experience in supervising a team of professionals, strongly preferred.
• Experience in nonprofit or social services, preferred.

Knowledge, Skills and Abilities

Knowledge of: 

• Multiple Technology Environments | Data Analytics | Query Languages | Visualization Tools | User Testing & Acceptance
• General Business Principles & Practices | CRM Best Practices & Administration | Database Concepts

Skills and proficiency in:

• Planning, project management, organization and time management, oral and written communication
• Data management and analytics, project administration and management
• Interpersonal relationship building, collaboration and teamwork.
• Computer systems, Microsoft Teams and Office, including Word, Excel and Outlook
• Project, plan and meet internal and stakeholder deadlines, while maintaining attention to detail, accuracy and quality
• Collaborate within and outside of CHS with competence in public, private and philanthropic partnerships
• Synthesize large amounts of data and create focus on key priorities related to organizational objectives

Ability to:

• Perform at a high level of autonomy, with general supervision.
• Perform under strong demands in fast-paced, diverse, sometimes ambiguous environments.
• Commit to providing high customer satisfaction with positive service delivery results.
• Handle highly stressful, sensitive situations; maintain confidentiality and professional boundaries.
• Demonstrate the behaviors of our CHS Common Bond Values.
• Supervise others, with coaching skills that result in accomplishing goals through direct reports.
• Be energetic, passionate and adaptable with a deep commitment to social service, empathy for children and families and a positive approach to adapting, embracing, and managing change.

Schedule Expectations

The incumbent will work a standard scheduled week, which may include weekends, holidays and evenings. The ability to work flexible hours is required to meet business needs. If working remotely, incumbent will be required to be available by telephone and email during specified hours. Travel will be as needed to conduct business-related activities. In the event of a declared disaster or emergency, this Business Operations Continuity position will be required to carry out assigned duties to provide CHS with the capability and capacity to operate its business function.