Assoc. Dir., Database Support & Training - Remote or Washington DC HQ

Diane Clifford 2

Since 1984, Share Our Strength® has led the fight against hunger and poverty by inspiring and organizing individuals and businesses to share their strengths. Today, through the No Kid Hungry campaign, Share Our Strength is ending childhood hunger in America by ensuring all children get the healthy food they need. No child should go hungry in America – we’re on our way to making that a reality and we want you to join us. We’re bold, creative, always open to new ideas, and 100% dedicated to our mission. If that sounds like you, we’d like you to consider becoming part of our team.

The Associate Director, Database Support and Training provides strategic management of training and support for users of Share Our Strength’s CRM, digital, and reporting tools that drive our fundraising and engagement work. The Associate Director will create a new function within the Resource Growth & Development Department, establishing the strategy and vision for leading the 80+ fundraising and marketing staff working through significant changes to engagement technology and related business processes. The ideal candidate for this position is a strategic thinker with a strong understanding of adult learning best practices, end user business needs, database and reporting technologies including donor databases and digital engagement platforms, and the ability to translate between and partner with users, technologists, and supporting vendors. Washington DC HQ or Remote. Salary range for offers is $103,000 - $110,000. Please visit NoKidHungry.org/Careers to apply.

DUTIES AND RESPONSIBILITIES
Reporting to the Managing Director, Fundraising Technology and Operations, this role ensures staff are well supported and trained on the correct usage of fundraising and engagement data and tools as they evolve to meet the needs of a robust department in a rapidly growing, high impact nonprofit whose mission is to end childhood hunger and poverty in the United States.
The Associate Director will oversee a team of 2-3 dedicated training and user support staff, who as a team are responsible for building out training curriculum, creating and maintaining user and administrator documentation for key supporter systems, and driving proactive support and troubleshooting for all system users. The Support & Training team drives adoption of new engagement technology systems and processes with empathetic communication strategies, thoughtful change management, detailed documentation, and end-user training.

Training
● Oversee 1 staff Trainer role
● Define a comprehensive training approach and outcomes that best meets the needs of SOS’s fundraising and engagement technology users, including:
○ Creating and rolling out initial onboarding training for new staff on existing systems
○ Develop brush-up trainings and develop cadence for offering continuous training opportunities for system users
○ Develop and pilot training delivery using a variety of modalities to evaluate what works best for SOS staff (e.g., in-person training, live webinar training, recorded videos or online courses, micro-learning, etc.)
● With User Support team, develop business process to receive training questions and requests via ticketed queue and provide timely, high-quality responses
● To the extent they support training outcomes, incorporate pre-fabricated training resources from Blackbaud and related vendors (e.g., Blackbaud Knowledgebase, support articles)
● Direct training delivery as needed
● Work closely with User Support team to understand trends in user support that indicate training needs and opportunities
● Internalize and learn how to execute the full scope of system functionality (currently, primarily Raiser’s Edge and Luminate Online) in order to provide expert training and answer questions for SOS users, in partnership with User Support and Product & Technology teams
● Collaborate with IT, Operations, Finance, and other departments to reinforce system and business process compliance protocols (e.g., CCA, GDPR, PCI-DSS, CAN-SPAM), creating additional training and/or documentation as needed
● Collaborate closely with other leaders in Resource Development & Growth to ensure training curriculum keeps pace with evolving needs and goals of fundraising and engagement teams and objectives

User Support
● Oversee 1-2 Support Associate roles
● Oversee integrated, high-quality user support function that builds and reinforces SOS best practices for constituent engagement and data literacy
● Take assigned tickets and provide direct support to users as needed
● Internalize and learn how to execute the full scope of system functionality (currently, primarily Raiser’s Edge and Luminate Online) in order to provide expert troubleshooting and issue research for SOS users, in partnership with Product & Technology team
● Lead the creation of user and administrator documentation and support references in a form that is primarily self-service, easy to update, and tailored to the needs of adult learners (e.g., cheat sheets, one-pagers, manuals, wiki articles, etc.)
● Create systems and business processes to establish, reinforce, and continuously improve upon support documentation available to guide users on their use of tools
● Prioritize user self-service, documentation, adoption tools, and automation to empower users and optimize efficiency and capacity for support staff
● Serve as primary frontline contacts with system users and stakeholders, and facilitate pipeline of user feedback to inform support, training, software development roadmap, data model roadmap, and other fundraising and engagement initiatives

Database Administration
● Working closely with Product & Technology team, proactively identify opportunities for improved use of SOS’s software tools through user support, documentation, and training
● Provide back-up capacity to Raiser’s Edge administrators during PTO and/or high-volume periods, including online gift import processes for Luminate, Universe and OneCause, credit card processing, tribute card generations, and offline gift entry
● Execute changes and updates in Raiser’s Edge and Luminate Online as needed to support users, document issues, and capture information needed to inform training and support processes
● Identify gaps in constituent data quality and develop training and support mechanisms that resolve gaps and help prevent further gaps from occurring

QUALIFICATIONS
● Bachelor’s degree preferred but not required, or equivalent professional and work experience.
● 7-9 years’ experience with fundraising, marketing, or digital operations in high-volume, high-innovation environments.
● Significant experience developing and implementing training programs that use a variety of tools for in-person, remote, experiential and continuous learning.
● High proficiency with Microsoft Office suite and CRM database required; Raiser’s Edge or RE NXT preferred.
● Excellent understanding of uses and purpose of engagement tech: CRM, Web, Social, Online Fundraising, Email Marketing.
● Superior communication (both written and interpersonal), organizational, project management, and analytical skills; able to manage competing priorities and meet deadlines.
● Outstanding experience and track record of success working across departments and/or divisions at a large, complex organization, building and leading teams, and managing change throughout a distributed system of entities and teams.
● Ability to use bench-marking and data metrics to drive organizational change and accountability
● Strong leadership, coaching, and delegation skills. Ease and skill in a remote people management scenario, to ensure satisfactory work and coaching of direct reports.
● Proven ability to excel working independently and as part of a (virtual/hybrid/in-person) team environment.
● Comfortable in an “all hands on deck” environment, able to operate and collaborate across multiple teams, and thrive in a fast-paced culture.
● Good sense of humor, accountable to deadlines, and strong sense of team spirit.
● Demonstrated interest in anti-hunger and anti-poverty issues.