The Fundraising Systems & Data Analytics (FSDA), Associate is responsible for providing high-quality customer service and training to Development Department staff using Salesforce, HRW’s donor CRM of record, and related technology tools. The FSDA Associate provides responsive, accurate support for fundraising staff across the globe; helps to develop and deliver trainings and resources for staff and external parties using our fundraising technology.

This specific role will also assist with HRW’s revenue operations mainly, but not exclusively, in the US. This position will preferably be based in HRW’s Toronto, New York, Washington DC, or Sao Paulo office, though other locations in the US Eastern Time zone will be considered.

We aim to be as flexible and supportive as possible in both the recruitment for and onboarding of this position.

Responsibilities:

User Support and Issue Resolution:

1. Provide timely and effective response to user support requests, concerns, and technical issues related to Salesforce and other fundraising systems through a support ticketing system; inclusive of new user set-up and onboarding.
2. Research, troubleshoot, and resolve user issues by providing clear instructions, guidance, and solutions.
3. Reinforce the use of end-user documentation with staff, and actively contribute to enhancing and updating user documentation for fundraising systems and processes.
4. Escalate complex technical problems or system issues to Tier 2 support resources as needed.
5. Relationship-manage stakeholders in geo-graphical regions as best fits with time-zones supported in role; hosting “office hours” as required.

Training and Education:

1. Assist in the development and delivery of training sessions and workshops for fundraising staff, focusing on the effective use of Salesforce, Engaging Networks and other fundraising tools.
2. Contribute to the creation of training materials, user guides, and documentation to support staff and external users’ learning and ongoing reference.
3. Collaborate with senior team members to continuously improve training programs based on user feedback and evolving system features.
4. Participate in the creation and updating of internal business process/how-to “knowledgebase” for use by the FSDA team.

Data Integrity and Compliance:

1. Assist with data entry and data quality control processes to ensure accurate and reliable data in fundraising systems.
2. Provide guidance to fundraising staff on data entry best practices and data hygiene to maintain data integrity.

System Enhancements and User Adoption:

1. Participate in, and support staff with, the planning and execution of User Acceptance Testing (UAT) for system upgrades, enhancements, and new features.
2. Perform tasks in HRW’s eCRM system Engaging Networks such as onboarding, providing data exports, processing refunds, troubleshooting issues with local currencies, and providing training.
3. Assist in promoting user adoption of fundraising systems through communication efforts and training initiatives.

US Revenue Processing:

1. Support US gift processing by exporting data from third party platforms, online and offline, and create user-friendly reports for Development cities and other parties; Updating credentials & ensure certifications of third-party platforms when needed.
2. Assist with US gift entry, including stock gift processing, dealing with refunds and disputes.
3. Facilitate timely acknowledgement of selected gifts
4. Production of our internal prospecting report including associated support with the Frontline staff and 3rd parties.

Qualifications:

Education: A bachelor’s degree, a certificate, or equivalent work experience in data science or data analytics is preferred.

Experience: A minimum of one year of relevant experience working in nonprofit fundraising, adult training and education, fundraising technology (Salesforce strongly preferred), or customer support is required. Knowledge and experience in nonprofit fundraising and marketing, preferably in a global INGO context with country-specific fundraising operations, is highly desirable.

Related Skills and Knowledge:

1. Prior experience in providing user support, preferably in a technical or customer service role. Proficiency in using ticketing systems or customer support software (e.g., FreshService) is desirable.
2. Experience using or supporting Salesforce or other common nonprofit CRM systems.
3. Strong problem-solving and troubleshooting skills to effectively address user inquiries and technical issues.
4. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals, and to staff for whom English is not their first language.
5. Detail-oriented with the ability to manage multiple tasks and prioritize effectively.
6. Ability to work collaboratively within a team environment and assist with training initiatives.
7. Basic understanding of nonprofit fundraising principles and practices is desirable.
8. Familiarity with data entry and data management best practices.
9. Familiarity with revenue operations processes that are typical within an NGO.
10. Ability to work collaboratively with diverse stakeholders and teams.
11. Proficiency with Microsoft Office software.