Lead CRM Administrator



Lead CRM Administrator

Employment Type:

Full time


Seattle, WA

Application Contact:


Job Description:

Provide CRM administration and data support to reach more people, build a strong organization, and inspire a smarter world.

Qualified applicants please apply here.


I. CRM Administration

  1. Administer user accounts and profiles
  2. Research, design, develop, test, and deploy Salesforce customization, such as page layouts, picklists, custom fields, report types, and 3rd-party applications.
  3. Research, design, develop, test, and deploy solutions for business process automation using native CRM tools and external resources
  4. Deploy CRM upgrades, including testing, end-user training, and documentation.
  5. Work closely with the Business Intelligence Analyst and Audience Engagement Specialist on dashboard and report development and governance; serve as a station-wide CRM report and dashboard support resource.
  6. Execute and manage the CRM data retention strategy (archiving and purging of data).
  7. Work closely with the IT Director on monitoring and managing budgeted CRM resources such as user accounts, data storage, and fee-based applications.
  8. Maintain CPM’s PCI Compliance strategy related to secure user and data management practices.
  9. Serve as a champion of CRM data governance, leading efforts and finding opportunities to improve the efficacy of CRM data as a part of the whole data and analytics picture.
  10. Follow best practices for maintaining the security, integrity and availability of CRM systems and data.
  11. Work collaboratively with the other Salesforce administrators in the Data and Analytics and IT Departments.

II. Support CRM Users, User Acceptance (UA), and Adoption

  1. Provide 1st-tier, end-user support of the CRM, which includes support of connected and supporting applications.
  2. Serve as the primary support contact for CRM vendors.
  3. Execute the CRM Basics training program and other on-boarding presentations.
  4. Draft, publish, maintain, and share business process documentation.
  5. Lead CPM’s CRM User Groups.

III. Manage CRM Data Quality

  1. Perform account de-duplication processing.
  2. Perform tasks to support address quality, such as standardization and National Change of Address (NCOA) Screening.
  3. Perform other data management tasks that support data integrity.

IV. Support CRM Data Integration and Solutions

  1. Deploy, administer, and support connected applications, such as Salesforce Connector, Marketing Cloud, and PBS Membership Vault.
  2. Design and support data integration batch processing solutions, tools, and workflows which includes various categories of data such as transactional donation data, prospect data, and personalization data.
  3. Work closely with the Director of Data and Analytics to seek innovative solutions for integration of data, with an emphasis on automation, quality, scalability, and usability.
  4. Work closely with the Digital Technology team on projects related to digital platform integration.

V. Improvement and Innovation

  1. Seek opportunities to optimize processes, systems, and tools.
  2. Identify areas of potential innovation.
  3. Participate in training and learning opportunities.
  4. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education and Experience

  1. Bachelor’s Degree or equivalent experience required.
  2. 2 plus years of Salesforce Admin experience is required.
  3. Salesforce Admin Certification (ADM201) is preferred.
  4. Knowledge of relational database modeling, design, or development is required.
  5. Experience training end-users required; experience designing training curricula preferred.
  6. Advanced Excel expertise is required (pivot tables, functions, macros, etc.).
  7. Advanced MS Access expertise preferred (complex queries, macros, and UI design).
  8. Experience with any of the following applications is preferred: Data Loader, Demand Tools, Heroku, Salesforce Marketing Cloud.
  9. Must maintain currency of skills and knowledge related to CRM applications, tools, trends, and best practices.
  10. Familiarity with data security best practices, including PCI Data Security Standards, preferred.
  11. Experience writing end-user documentation preferred.
  12. Ability to deliver quality customer service.
  13. Must be able to maintain subject-matter-expert-level knowledge of CRM business processes and rules.
  14. Experience with user-centered practices and methodologies preferred.
  15. Experience in a non-profit environment preferred.
  16. Must be able to work collaboratively across functional teams.

Physical Requirements

  1. Ability to view data on a computer screen for long periods of time.
  2. Ability to type on a keyboard for long periods of time.
  3. Ability to sit or stand for extended periods.

Cascade Public Media is committed to building a team that represents a diversity of thought, experience and personal background.

Cascade Public Media
401 Mercer Street
Seattle, WA, United States
Phone: 2064434866
Web: KCTS9.org

Organization Profile