Senior Manager, Customer Relationship Management Platform, Unified ChampionSchools

Special Olympics; Clayton (NC); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA

FSA

Life insurance

Disability

Retirement

Legal resources

PTO

Job summary

Special Olympics seeks a Senior Manager to implement and drive adoption of the new Customer Relationship Management Platform for Unified Champion Schools. This remote USA role reports to the Director of Digital Strategy and focuses on adoption, maintenance, troubleshooting, training, and change management.

You will lead CRM-related initiatives, participate in working groups, and develop training materials. Strong CRM experience and Microsoft Dynamics familiarity are essential.

Qualifications

• 2-3 years of experience working in CRM solutions.
• Bachelor's degree or equivalent professional experience plus 5–7 years in related work.
• Experience with platform development or product teams is a plus.
• Experience with service-oriented projects and customer support.

Responsibilities

• Promote team adoption of the platform through training, change management and troubleshooting.
• Participate in CRM-related working groups and UCS strategic plans.
• Answer Helpdesk tickets using UCS Grant Portal understanding for state programs.
• Troubleshoot CRM issues for UCS team members.
• Create and update training materials for CRM and UCS Grant Portal.
• Support data requests across UCS divisions and maintain data quality.

Skills

CRM solutions

Microsoft Dynamics

Customer service

CRM adoption

Education

Bachelor's degree or equivalent

Tools

Microsoft Office (Outlook, SharePoint, OneDrive, TEAMS)

Job description

Position Title: Senior Manager, Customer Relationship Management Platform, Unified Champion Schools (UCS) or Remote USA
Department: SONA Unified Champion Schools
Reports to: Director, Digital Strategy, Unified Champion Schools
Founded in 1968, Special Olympics International (SOI) is a global movement to end discrimination against people with intellectual disabilities. We foster acceptance of all people through the power of sport and programming in education, health, and leadership. With nearly four million athletes and Unified Sports® partners and one million coaches and volunteers in more than 170 countries, Special Olympics delivers more than 30 Olympic-type sports and nearly 50,000 games and competitions every year. The Special Olympics Unified Champion Schools® (UCS) program is a strategy for schools Pre-K through university that promotes meaningful social inclusion by bringing together students with and without intellectual disabilities to create accepting school environments. With sports as the foundation, the three-component Unified Champion Schools® model offers a combination of activities that equip young people with tools to create sports, classrooms,and school climates of acceptance. More than 12,000 schools across the U.S. including 50 states, the District of Columbia, and the Commonwealth of Puerto Rico, have SOUCS programming.

The Unified Champion Schools (UCS) team seeks a senior individual contributor role centered on implementation and adoption of the new Customer Relationship Manager system. Candidates will already have an understanding and previous experience with a CRM platform. This will ensure a good foundation to learn the features unique to the Special Olympics CRM and how it supports the Unified Champion Schools team. They will also build a proficiency in the UCS Grant Portal connector to understand how data from the UCS Grant Portal connector is reflected in the CRM. A primary goal of this position is to ensure UCS staff have a seamless and easy experience when using the CRM as part of their everyday work. This position will report to the Director of Digital Strategy with the following priorities: system adoption, maintenance, troubleshooting, training, and change management.

Responsibilities

• Promote team adoption of the platform through training, change management and troubleshooting
• Participate in CRM-related working groups, including those related to UCS strategic plans.
• Using strong understanding of UCS Grant Portal to answer relevant Helpdesk tickets and provide excellent customer service to state Special Olympics Programs
• Troubleshoot issues UCS team members have using the CRM
• Champions a structured approach to learning, using and building confidence in the CRM
• Create and update training materials for both the CRM and the UCS Grant Portal in collaboration with team members who focus on Grant Administration.
• Supports data requests across UCS divisions.
• Collaborates to maintain and clean data with relevant team members.
• Assesses company challenges, defines solution vision and requirements, and recommends CRM-based options.
• Support platform development sprints as requested. This includes user story review, test case review, and user acceptance testing.
• Opportunity to expand as the subject matter expert for other SONA and UCS platforms
• Considers improvements that can be made on the CRM solution and its accompanying materials when it comes to accessibility.

High level of understanding around the importance of a CRM solution. Ability to work under indirect supervision and juggle competing priorities.

Exemplary customer service and relationship management skills.

Experience & Qualifications

• 2-3 years of experience working in CRM solutions. Microsoft Dynamics experience preferred.
• A bachelor's degree or equivalent professional experience plus Five to Seven years of relevant work experience. Experience and/or coursework in the area of Computer Science or Information Systems is a plus.
• Experience in working with platform development or product teams is a plus.
• Experience with service-oriented projects and customer support.
• Expert proficiency in Microsoft Office (Outlook, SharePoint, OneDrive, TEAMS, etc.)

Benefits

• medical
• dental
• vision
• HSA
• FSA
• life insurance
• disability
• retirement
• legal resources
• PTO

Special Olympics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Special Olympics is an E-Verify Employer