Title: Senior Manager - Salesforce SME
This role will be based in the WRI Country Office in any of the offices in India. This is a hybrid position. You will need to be in office at least 8 days per month and living within reasonable commuting distance of the office. Existing work authorization is required at the time of application submission as WRI is unable to sponsor any visa work sponsorship for this position.
About the Program:
The CRM Team sits within the WRI IT Department. The WRI IT Department is responsible for managing the procurement, use and maintenance of all electronic equipment by the Institute. It is responsible for providing the infrastructure and technology for automation and operational efficiencies across the enterprise. It implements the governance for the use of network and operating systems, and it assists the Business units by providing the required tools and functionality. It is a part of Global Operations Team which ensures efficiency of operations and consistency of practices throughout the WRI network.
The CRM Team is responsible for administering WRI's Salesforce instance and supporting WRI staff with its use for tracking of constituent engagement, fundraising, and similar activities.
Position Overview:
Reporting to the CRM Associate Director, the Salesforce SME will serve as a senior business and technical analysis resource for the Salesforce ecosystem.
The Salesforce SME serves as the strategic owner and subject matter expert for WRI's Salesforce ecosystem, driving platform governance, business process optimization, data integrity, user adoption, and technology-enabled impact across global programs. This role partners with stakeholders across Development, Programs, Finance, Operations, Communications, and IT to ensure Salesforce effectively supports fundraising, donor management, grants management, program delivery, reporting, and organizational decision making.
What will you do:
This role combines business analysis, process improvement, Salesforce administration, reporting, data management, user support, and platform governance to ensure Salesforce effectively supports organizational objectives.
Salesforce Solution Design & Process Development (60%)
Translate business requirements into scalable Salesforce solution approaches in partnership with the CRM team and technical resources.
Evaluate solution options based on business requirements, Salesforce capabilities, usability, scalability, maintainability, and organizational best practices, prioritizing existing functionality before introducing new configuration or custom development.
Analyze impacts and dependencies across Salesforce objects, fields, automation, security, reporting, integrations, and existing functionality.
Design, develop, test, and deploy custom Salesforce solutions using Apex, Visualforce, Lightning Web Components (LWC), and Flows.
Oversee Salesforce integrations with enterprise platforms including ERP, Finance, HR, Marketing, Collaboration, and Data Management systems.
Partner with integration teams and vendors to ensure reliable, secure, and scalable data exchange.
Manage integration, governance, monitoring, issue resolution, and system dependencies.
Partner with CRM leadership to align NPSP capabilities and solutions with organizational strategy.
Salesforce Strategy, Governance & Platform Ownership (20%)
Serve as the organization's primary Salesforce Subject Matter Expert and trusted advisor for CRM and related business systems.
Establish and maintain platform governance, standards, security controls, data quality frameworks, and release management processes.
Partner with business leaders to identify opportunities for process optimization, automation, and improved data-driven decision making.
Ensure platform scalability, sustainability, compliance, and alignment with enterprise architecture principles.
Identify opportunities to leverage AI to improve program delivery, constituent engagement, fundraising effectiveness, and…