Senior CRM Administrator

Summary

Join the Wikimedia Foundation's Fundraising Technology team as a Senior CRM Administrator and play a critical role in managing and maintaining our CiviCRM system. You will oversee user support, system administration, and data management, ensuring data quality and accuracy. Collaborate with various stakeholders to define system requirements and implement solutions that enhance fundraising operations. The ideal candidate possesses strong technical skills, experience with CRM administration in a non-profit setting, and a deep understanding of fundraising strategies. This position requires a minimum of 5 years of hands-on CRM administration experience. The Wikimedia Foundation offers a competitive salary and benefits package.

Requirements

• Minimum 5 years of hands-on experience managing and maintaining a CRM environment as an administrator, preferably at a nonprofit organization; familiarity with CiviCRM, Acoustic or other CRM certification credentials a plus
• Proficiency in CRM configuration, including objects, fields, page layouts, workflows, and validation rules
• Strong technical skills in data management, reporting, and dashboards
• Familiarity with automation and integrating CRMs with other systems and tools
• Experience with system integrations and third-party APIs
• A strong value and mission fit with the Wikimedia movement and Foundation
• Comfortable working in a highly collaborative, consensus-oriented environment
• Ability to work effectively in multiple cultural contexts
• Excellent verbal and written communication skills, as well as the ability to clearly communicate technical concepts to non-technical stakeholders
• A desire to make meaningful contributions to knowledge equity, free culture, and open access
• Possess a growth mindset with the ability to identify additional skills, knowledge, and/or expertise required and the drive to develop themselves where needed
• Ability to communicate clearly in both synchronous and asynchronous channels

Responsibilities

• Oversee the user support lifecycle, from onboarding, access control management, and offboarding, for our donor data management tooling which includes CiviCRM and Acoustic
• Develop user documentation and procedures, help troubleshoot user issues, and train fundraising staff and others on database use and business rules for entering or editing supporter account information
• Collaborate closely with the Data Engineer to ensure that the database is complete and accurate and that data imports, uploads, queries, reports, and extracts are performed accurately
• Stay up-to-date with industry trends and best practices in database administration
• Customize the CiviCRM and Acoustic platforms based on business needs, configuring layouts and fields, creating and managing custom objects, developing and maintaining automation processes, and designing and managing reports and dashboards
• Partner with the CRM product manager to identify process and design improvements, manage issues and user requirements/workflows, and drive timely completion of key actions
• Maintain CiviCRM user management by creating user accounts, configuring permission sets and user access controls, troubleshooting access issues, monitoring system usage, and creating and maintaining documentation
• Gather, develop, document, and validate business, functional, and technical requirements for configurations and integrations (e.g., Acoustic and Metabase)
• Maintain CiviCRM data quality and accuracy by using and implementing tooling to support data cleansing, enhancement, and deduplication
• Support streamlining data import processes for offline gifts
• Govern and maintain data flows between CiviCRM and the downstream users of its data (eg Acoustic and Sage Intacct); update and adjust shared data based on program objectives
• Monitor the CRM and downstream uses to ensure data accuracy
• Oversee data functions and hygiene within Acoustic, running recurring data and GDPR jobs, and pulling raw recipient data
• In collaboration with WMF Legal & Security teams support and refine data privacy best practices
• Develop and enforce database usage and security policies
• Train and enforce CRM data privacy best practices with staff
• Ensure governance of CRM data, defining schema in consultation with Analytics
• Enforce standards for segmentation
• Implement and document gift attribution rules
• Audit CRM for data hygiene and good governance
• Collaborate with CRM Product Manager, fundraisers, analysts, engineers, and other key stakeholders to define system requirements, constraints, and risks for implementing solutions that enhance fundraising and fundraising operations processes
• Manage vendor partners to ensure timely delivery of services aligned with organizational priorities
• Participate in sprint-based teams to facilitate the estimation, prioritization, and execution of tasks
• Perform functional and integrated testing
• Prepare and maintain project and technical documentation and artifacts, including release notes, analysis, reports, and user documentation
• Evaluate new and existing CRM and database products and services and stay updated with product updates
• Ensure data security practices comply with organization standards and regularly monitor system audit trails

Preferred Qualifications

• Understanding of fundraising strategies and best practices is preferred
• Experience with data analysis and SQL is preferred
• Experience with open-source technologies and communities
• Conceptual understanding of cron or other automated scheduler tools
• Experience working with noSQL and non-structured data
• Experience building donor-facing products
• Experience with the CRM we use, CiviCRM and our email marketing system, Acoustic
• Experience working in a global organization that has a distributed workforce
• Comfort and experience in a dynamic and mission-driven organization
• Fluency in a language other than English

Benefits

• The anticipated annual pay range of this position for applicants based within the United States is US$ 109,047 to US$ 169,455 with multiple individualized factors, including cost of living in the location, being the determinants of the offered pay
• For applicants located outside of the US, the pay range will be adjusted to the country of hire