Manager, Customer Relationship Management & Program Enablement

Join Points of Light and Change the World As the world’s largest organization dedicated to increasing volunteer service, Points of Light engages more than 3.8 million volunteers across 32 countries. Cast from the vision of one thousand points of light shared by its founder, President George H.W. Bush, in his 1989 inaugural address, Points of Light was founded in 1990 as an independent, nonpartisan, nonprofit organization to encourage and empower the spirit of service. The organization extends President Bush’s vision that “any definition of a successful life must include serving others.” Today, Points of Light continues to transcend politics and borders to inspire millions of individuals worldwide to take action. Join Us: Be part of a movement that changes lives and communities. Please read the position description below. For more information, visit pointsoflight.org. Salary: $55,000 - $60,000 Reports to: Senior Director, Salesforce Platform and Governance Department: Office of the Chief Operating Officer Primary clients: Corporate Programs + Nonprofit and Impact Programs Location: Points of Light is a remote-first organization. Any U.S. location in the Eastern or Central time zone in a market with a major airport. Atlanta, GA preferred.

Position Summary:

The Manager, Customer Relationship Management (CRM) and Program Enablement, serves as the embedded Salesforce and operations partner for Corporate Programs and Nonprofit and Impact Programs. The role gathers program requirements, supports approved Salesforce workflows; maintains program data and reporting; provides role-based training and user support; and coordinates assigned meetings, operational handoffs, Corporate Service Council contracts/reporting and other program enablement support as needed. Additional requests within these areas will be scoped and prioritized with the Senior Director alongside ongoing responsibilities. This role translates operational needs into practical Salesforce and process improvements, maintains reliable data and documentation, and helps ensure consistent execution across both client teams.

Position Functions and Responsibilities Include:

Program and Team Operations

• Coordinate assigned Corporate Programs, Nonprofit and Impact Programs, and cross-functional meetings, including scheduling, materials, decision and action tracking, and follow-through.
• Maintain related standard operating procedures, documentation and SharePoint resources.
• Manage routine operational handoffs through agreed workflows and provide Finance with complete and timely program information needed for invoicing and revenue recognition. Finance retains responsibility for accounting decisions.
• Prepare CSC membership contracts using approved templates; coordinate the supporting documentation and handoffs required for approval, signature, invoicing and revenue recognition; and provide related CSC reporting and operational support as needed.

CRM and Program Enablement

• Translate Corporate Programs and Nonprofit and Impact Programs needs into clear Salesforce requirements and support the rollout and adoption of approved workflows in partnership with the Senior Director, Salesforce Platform & Governance.
• Maintain Corporate Programs and Nonprofit and Impact Programs data quality, reports and dashboards; develop reports as needed; monitor adoption and data completeness.

Training Adoption and Client Support

• Provide role-based Salesforce training to Programs teams and monitor adoption, data completeness and consistent use of agreed processes.
• Serve as the primary business-facing CRM resource for Corporate Programs earned-income users, providing day-to-day process support and troubleshooting, and preparing relevant program data to inform sales conversations.

Continous Improvement and Platform Partnership

• Work with supervisor and Enterprise Operations Group leadership to assess program enablement requests and recommend priorities based on impact, feasibility, client needs and approved enterprise priorities; document clear requirements and acceptance criteria.
• Partner with the Senior Director, Salesforce Platform & Governance on configuration, integrations, releases, testing and technical implementation.
• Test and validate system changes with affected users before adoption and maintain process documentation and role-based guidance.
• As assigned, serve as project manager for time-bound cross-functional Tiger Teams with a defined purpose, executive sponsor, scope, capacity plan and end date.
• Support additional CRM and program operations requests and contribute to projects, with scope and priority agreed with the Senior Director alongside existing responsibilities.

Other

• If Atlanta-based, onsite Points of Light office support, as needed.

Core Knowledge, Skills and Abilities:

• Strong Salesforce or comparable CRM skills, including data stewardship, reporting and user support.
• Ability to translate business needs into clear process and system requirements.
• Excellent project coordination, meeting facilitation, documentation and follow-through skills.
• Proficient in maintaining accurate program and contract-support records across multiple stakeholders.
• Proven analytical and problem-solving skills with a practical continuous-improvement mindset.
• Clear written and verbal communication skills for technical and non-technical audiences.
• Ability to manage competing priorities and escalate risks or unclear ownership appropriately.
• Service-oriented judgment while maintaining process and data standards.

Requirements:

• 3-5 years of experience in CRM enablement, program operations, project coordination, database management, or a related field.
• Experience using Salesforce or a comparable CRM; experience building reports or dashboards preferred.
• Experience coordinating cross-functional workflows, meetings and documentation.
• Strong proficiency in Microsoft Office and SharePoint.
• Ability to create a welcoming work environment for all.

Culture and Values: Points of Light has a 35-year plus history that it seeks to honor, while looking toward the future as an innovative thought leader in the social sector. We have a fast-paced, collaborative environment. Our organization values innovation, dedication, teamwork and respectfulness. We enjoy thinking big, but also working hard to deliver our best work. Our team is solution-oriented, looking for someone who is always ready to deliver on ways to solve challenges, internally and with external partners. What We Offer: Competitive compensation and excellent benefits including a robust PTO program: 18 days of PTO (increases to 20 days after three years of service) and 10 holidays; plus, we are closed December 25-January 1. Medical, dental and vision benefits offered, free life insurance, along with long-term and short-term disability, a 403(b) program with employer match, parental leave and one day of volunteer time off per month.