Policy CRM and Political Intelligence Manager

Summary

Join Airbnb's Engagement & Infrastructure team as a Manager, Policy CRM & Political Intelligence! You will bridge the gap between non-technical stakeholder work and available tooling infrastructure, supporting a large distributed workforce (+150 end-users). Responsibilities include establishing a global training program for Salesforce CRM and political intelligence tools, offering daily support to the Policy team, developing self-serve resources, and collaborating with internal and external teams to enhance tooling. This role requires extensive experience in supporting political organizations using technology for lobbying, relationship management, and analytics. The position is US-remote eligible with occasional office work. Compensation includes a competitive salary, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• 8+ years of experience supporting political or governmental organizations leveraging technology products for any/all of the following: lobbying, relationship management, compliance, analytics, marketing
• 4+ years of experience developing CRM onboarding, training, and support programs
• Passion for training and experience building nimble training programs
• Experience understanding data visualization and reporting needs, either building custom reports in a CRM or working with data analytics, business intelligence, and/or CRM teams to create said visualization and reports. Experience training end users on how to use reporting resources is critical
• Ability to utilize and present data in such a way that helps stakeholders make decisions and plans for their programs
• Commitment to modeling inclusive behavior
• Familiarity with digital marketing and comms tools and metrics of importance

Responsibilities

• Establish and implement a robust global training and support program for Salesforce CRM and political intelligence tools
• Establish metrics for measuring tool adoption for various user groups, identify barriers to tool adoption, and report changes over time. Based on measurable results and anecdotal feedback, adjust training and support programs to strengthen end user confidence in tooling ease of use, value and subsequent adoption
• Offer daily support to Policy team members using CRM and political intelligence tools including onboarding, troubleshooting, new feature training, managing bug reports, migrating offline data and escalating issues when appropriate. This includes regular virtual meetings with regional team leaders across the globe and may require occasional evening or early morning meetings to accommodate various time zones
• Provide end users self-serve reports, analytics, and how-to guides
• Create and maintain documentation of CRM and political intelligence tooling features, onboarding resources, common use-cases, frequently asked questions and tooling improvements. Lead the communication and rollouts of CRM and political intelligence product releases
• Build relationships with regional Policy teams to understand their programs, internal vs external work and translate those needs into end-user education and/or product enhancements. When applicable to Policy’s existing tech stack, partner with Senior Manager, Policy Products and Scaling to shape the CRM product roadmap. When new distributed tooling discovery is needed, research and evaluate new prospective vendors who can support Policy’s evolving needs
• Collaborate with Public Policy Data Architect, Campaigns Operations, and internal Salesforce administration team to identify opportunities to expand CRM data infrastructure to best support local, regional, and global Policy teams’ diverse program needs, e.g. lobbying, partnerships, bill tracking, digital marketing, etc
• Work closely with the internal Salesforce team to ensure CRM feature requests from local and regional Policy teams are effectively shepherded through the planning, scoping, and sprint process providing global tool management and continually improving the user experience
• Administer third-party political intelligence tools through user management, establishing reports, evaluating tool functionality to identify unused features which may augment the work of end users, and communicate needs and challenges with vendor staff
• Perform ongoing and project-specific discovery with regional team members to identify tooling needs and write requirements for internal and external tooling development

Preferred Qualifications

Experience with Salesforce CRM, Quorum, Mixmax and/or Phone2Action a plus

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits