Manager, CRM

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health; United States; Remote; USD 80,000 - 131,000; Full time

Benefits offered by this job

medical

dental

vision

supplemental income insurance

employer paid disability insurance

employer paid life insurance

pre-tax FSA for medical and dependent

401K available

Job summary

Vibrant Emotional Health is seeking a Manager, Salesforce CRM to lead a team responsible for the Salesforce platform supporting the 988 Lifeline network. The role focuses on maintaining the Salesforce environment and collaborating with the 988 Lifeline business team on workflows and processes.

You will partner with Product, Delivery, Platform Engineer, and Solution Architect to prioritize work by value, risk, and capacity, while adhering to change and release practices.

Qualifications

• Bachelor’s degree required or equivalent experience.
• 7+ years Salesforce admin/CRM ops experience.
• 2+ years people management experience.
• Salesforce Administrator certification required; Advanced Administrator preferred.
• Strong communication and agile continuous-improvement skills.

Responsibilities

• Lead CRM administration, intake, triage, escalation, and communication.
• Develop and coach CRM administrators, plan workloads.
• Maintain access control, tickets, data changes, and vendor handoffs.
• Oversee roles, permissions, licenses, and audits with IAM and Security.
• Ensure changes are documented and tested per change/release practices.
• Monitor demand, ticket trends, and platform reliability.
• Collaborate with Product, Delivery, Platform Engineer, and Solution Architect to sequence work.

Skills

Salesforce admin

CRM operations

people management

data management

security access

reporting

change management

Education

Bachelor's degree

Tools

Salesforce

Job description

Position Title: Manager, Salesforce CRM Department: Technology Reports to: Director, CRM Location: Remote Schedule: Monday - Friday, 9 AM to 5 PM ET Salary Range: $80,000 - $131,000

Position Overview

The CRM manager leads a team responsible for designing, implementing, and administering the Vibrant Salesforce system supporting various programs including the 988 Lifeline network. The CRM Manager focuses primarily on maintaining the Salesforce application environment and working with the 988 Lifeline business team on workflow design and processes. The CRM Manager collaborates with diverse and talented team members to deliver high quality services and support.

Duties/Responsibilities

• Lead CRM administration and support, including intake, triage, assignment, escalation, resolution, and stakeholder communication.
• Manage and develop CRM administrators through clear goals, workload planning, coaching, performance feedback, and cross-training.
• Maintain operating procedures for access, tickets, incidents, data changes, recurring maintenance, documentation, and vendor handoffs.
• Oversee users, roles, permissions, licenses, access reviews, and audit evidence in partnership with IAM and Security.
• Ensure administrative changes are documented, tested, approved, traceable, and completed through established change and release practices.
• Monitor service demand, capacity, ticket trends, org health, and operational risks; use findings to improve reliability and responsiveness.
• Partner with Product, Delivery, the Platform Engineer, and the Solution Architect to route and sequence work based on value, risk, dependencies, and capacity.

Required Skills/Qualifications

• Bachelor’s degree and 7+ years of Salesforce administration, CRM operations, business systems, or application-support experience; relevant experience may substitute for a degree.
• 2+ years of formal people-management or equivalent supervisory experience, including coaching, performance management, and workload planning.
• Hands-on Salesforce administration, security/access, configuration, reporting, data management, testing, troubleshooting, and production-support experience. Ability to manage incidents, competing priorities, vendors, service expectations, operational risk, and cross-functional dependencies.
• Strong communication, judgment, customer-service, analytical, facilitation, and agile continuous-improvement skills.
• Salesforce Administrator certification required; Advanced Administrator, Business Analyst, or Platform App Builder preferred.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Benefits

• medical
• dental
• vision
• supplemental income insurance
• employer paid disability insurance
• employer paid life insurance
• pre-tax FSA for medical and dependent care
• 401K available

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

For 50 years, Vibrant Emotional Health, formerly the Mental Health Association of New York City (MHA-NYC), has been at the forefront of promoting emotional well-being for all people. As leaders, advocates, educators, and innovators in mental health, we have been raising awareness and offering support to everyone who is struggling. We work every single day to help save lives and assist people to get care anytime, anywhere and in any way that works for them. We are unwavering in our belief that everyone can achieve emotional wellness with the right care and support.