CRM Integration Specialist (Client-Facing)

About the Role:

DonorSearch is seeking a detail-oriented and high-performing CRM Integration Specialist to join our Channels team. This position combines technical expertise, client-facing responsibilities, and collaborative efforts to streamline customer integration processes. In this role, you will work closely with the Channels Team, IT, Client Success, and other team members to support, troubleshoot, and implement integrations across multiple platforms, including Salesforce (SF), NXT, BBCRM, and others. You'll also create training materials, host client-facing webinars, and contribute to internal and client-facing documentation efforts. DonorSearch is proud to offer 40+ CRM integrated solutions.

This role requires comfort working with clients, internal teams, and cross-functional stakeholders while continuously learning and developing integration expertise. API and CRM knowledge is required, and nonprofit experience is preferred.

Key Responsibilities:

1. DonorSearch solutions expertise

• Through a structured onboarding process, and ongoing learning, become an expert on the DonorSearch solution set. 

2. CRM Integration Project Management, Support and Troubleshooting

• Installation & Troubleshooting:
  Work closely with the Client Success Technology Strategy Manager to rotate client-facing installation, setup, and troubleshooting of key integrations (SF, NXT, BBCRM, and others).
• Collaborating with the VP of Strategic Partnerships, define and manage the projects for new and/or updated CRM integrations. This includes collaborating internally and externally to define the full scope of the integration, build documentation, gain access to sandbox environments for key staff access, sales enablement training to internal teams, creation of price book entries, etc.
   

3. Client-Facing Engagement & Webinars

• Client-Facing Webinars:
  Host one (1), or more, client-facing webinars per month on integrations.  Including creating content, reviewing it internally, and managing the webinar logistics in collaboration with Client Success Operations Associate.
  Ensure the content is informative, relevant, and updated to reflect the latest integration best practices and features.
• Sales Enablement Trainings:
  Deliver one (1) sales enablement training per quarter to internal teams (Sales, Customer Success, etc.) on integrations. This training will help the teams better understand integration options and how to support customers during the sales and implementation process.

4. Documentation & Knowledge Base Management

• Documentation Creation & Maintenance:
  Review, revise, and create new client-facing and internal documentation related to integrations. This includes ensuring clarity and ease of use for clients while also ensuring the internal teams are well-equipped with troubleshooting and setup documentation.
  Collaborate internally to create, review, and update documentation, and ensure final versions are published in the ProspectView Online Help Center
   
• Target: Six (6) documents per quarter for initial updates/creation. Afterward, establish a cadence for reviewing and refreshing the content regularly.

5. Team Collaboration & Cross-Departmental Engagement

• Collaborative Team Selling & Demos:
  Participate in team selling opportunities and demonstrations for integrations alongside the Sales and Customer Success teams. Support these teams by explaining integrations and providing technical details to help close deals.
• Proactive Account Management:
  Identify current client accounts with integrated CRMs and proactively communicate with account managers to highlight integration opportunities, potential issues, or enhancements that can be shared with clients.

6. Cross-Training & Knowledge Sharing

• Cross-Training & Skill Development:
  Work closely with the Technology Strategy Manager and other team members to gain cross-functional expertise on integrations. Create and follow a cross-training schedule to ensure complete coverage across the team.
   

Qualifications:

• Experience:
  • Bachelor’s Degree preferred
  • 2-3 years of experience in integration support, technical customer support, or related roles.
  • Prior experience working with integrations such as Salesforce (SF), Raiser’s Edge NXT, BBCRM, or similar CRM platforms is highly preferred.
  • Experience in a client-facing role is required, especially if you've worked in customer success, technical support, or product-related areas.
• Technical Skills:
  • Strong understanding of API integrations, troubleshooting, and the technical aspects of CRM platforms.
  • Familiarity with data syncing, or software integration processes is required.
• Communication & Training:
  • Excellent communication skills, with the ability to present complex integration concepts to both technical and non-technical audiences.
  • Skilled in creating content and leading training sessions/webinars for both clients and internal teams.
• Organizational & Project Management Skills:
  • Strong ability to manage multiple projects, schedules, and priorities.
  • Experience in documentation creation and process management, with an eye for detail and accuracy.
• Collaboration & Teamwork:
  • A team player with a collaborative mindset and the ability to build relationships across departments (e.g., Sales, Customer Success, Technical Support).

Additional Details:

• Location: Fully Remote, with less than 25% travel.
• Schedule: Full-time. Monday - Friday, East Coast time zone hours
• Compensation: $60,000 annual salary, with the potential to earn up to $10,000 in KPI bonuses annually. Standard benefits package.

Why Join Us?

This is an exciting opportunity to grow your technical expertise and make a direct impact on customer success. You'll work with a dynamic team, helping clients get the most out of their integrations while also improving internal knowledge-sharing and documentation. If you're passionate about technology, client service, and cross-functional collaboration, we want to hear from you!