Salesforce Operations Specialist

Salesforce Operations Specialist

Short-Term Employee | 3-Month Fixed Term

Location: Dakar, Senegal; Delhi, India; Lusaka, Zambia; Manila, Philippines; Nairobi, Kenya; Rabat, Morocco; or Remote

IDinsight is hiring a Salesforce Operations Specialist on a short-term, fixed-term basis to support the rollout and operationalization of our new Salesforce CRM. This role sits at the intersection of system enablement, training, and change management. You will work closely with our Director of Fundraising and the External Affairs team to ensure our staff can confidently use the CRM to manage funder and partner relationships. This is a setup and enablement role, not a build role.

About IDinsight

We amplify social impact by partnering with leaders to develop tailored solutions. Our mission is to improve lives with data and evidence. We transform how the world fights poverty.

IDinsight is a global nonprofit that equips leaders with the data, evidence and technology to improve lives at scale. We partner with governments, NGOs, multilaterals, and funders to support decisions at every stage of their impact journey – from bold pilots to nationwide scale-ups. Our teams bring rigorous evidence and practical insights so leaders can make informed decisions that truly change lives. With our partners, we are pioneering the next frontier of social impact, where data and technology accelerate progress for millions. We help leaders overcome the three main barriers to impact:

• Figuring out what works
• Learning and improving
• Reaching and operating at scale

We work in multiple countries across Asia and Africa. Our work spans a wide range of sectors, including agriculture, education, health, governance, sanitation, financial inclusion, and other areas.

We have expertise in a variety of rigorous approaches and methodologies, which we tailor to each client depending on their needs and constraints. To achieve a positive social impact we:

• Support our partners with the full ‘data and evidence’ value chain – from primary data collection to data systems, monitoring evaluation and learning tools, and data science
• Inform funding decisions – toward high-impact initiatives and away from less effective programs or approaches
• Create cutting-edge AI-for-good products that make the delivery of social interventions and learning tools more cost-effective and scalable

Our diverse, growing team of roughly 250 outstanding colleagues operate in nearly two dozen countries around the world. Learn more about our mission, values, and principles at www.IDinsight.org.

About the Salesforce Operations Specialist Role

IDinsight is preparing to launch a phased rollout of a new Salesforce CRM to core users. The system is built on Salesforce’s CRM platform and is tightly integrated with Slack and Google Workspace. It is designed so that most users will interact with Salesforce primarily through Slack, with limited need to log into the platform directly.

We are seeking a Salesforce Operations Specialist who can help us operationalize what has been built, equip our staff to use it confidently, and document the workflows that will govern how we manage funder and partner relationships going forward.

Responsibilities

System Setup and Configuration

Working within the existing Salesforce environment, you will:

• Configure initial reports and dashboards, including a master pipeline view, regional and relationship-manager-level pipeline reports, an automated data-quality error check, and a meeting activity report
• Verify and refine the Slack-to-Salesforce and Gmail/Google Calendar-to-Salesforce integration flows so that everyday interactions (emails, Slack threads, calendar events) are correctly logging to Account and Opportunity records
• Test and document the “Relate to Salesforce” Slack workflow for lead and opportunity creation
• Identify and flag data hygiene gaps or configuration issues for escalation to the system administrator
• Recommend AI-enabled workflows to increase efficiency, team capacity, and ease of uptake

Training Design and Delivery

• Design a training curriculum tailored to at least two user segments: power users (External Affairs, Chiefs of Staff) and light-touch users (senior staff, directors)
• Build training materials that center on Slack as the primary interface, supplemented by direct Salesforce access where needed
• Create short, reusable training assets (written guides, annotated screenshots, short video walkthroughs) designed for delivery in Slack and for ongoing reference
• Support at least one live onboarding session per user group and a feedback loop to capture friction points after initial use

SOP Development and Documentation

• Contribute to the development of role-based standard operating procedures for super users (e.g., External Affairs and finance teams, Chiefs of Staff) and light-touch users (e.g., directors and senior staff who originate leads via Slack)
• Translate existing workflow documentation into clear, step-by-step user guides written in plain, accessible language
• Review and document naming conventions and data entry standards to prevent duplicate records and maintain pipeline integrity

Troubleshooting and Ongoing Support

• Serve as a first-line resource for the fundraising team’s questions and troubleshooting during the rollout period
• Triage issues clearly between user error, configuration issues (for escalation to the admin/implementation partner), and training gaps
• Document recurring issues and their resolutions to inform a living FAQ or internal knowledge base
  

Qualifications

Required

• Demonstrated experience operationalizing a CRM within an organization, including documentation, training, and user enablement (Salesforce experience required; fundraising environment preferred)
• Expert knowledge of Salesforce-Slack integration and Salesforce-Google Workspace (Gmail, Google Calendar, Google Drive) integration
• Experience creating training materials for non-technical users, with an emphasis on building user confidence and reducing system aversion
• Ability to work within a configured environment without admin-level system build privileges: you will work with what exists, document it, and escalate clearly when changes are needed
• Excellent written communication; SOPs and training materials you have produced should be available as work samples
• Comfort operating across a globally distributed team

Preferred

• Strong understanding of change management dynamics, including strategies for building user confidence and overcoming system aversion
• Significant experience in a nonprofit fundraising environment, specifically with donor or funder relationship management
• Familiarity with Salesforce Nonprofit Success Pack (NPSP) objects and fundraising-specific workflows (Accounts, Contacts, Opportunities, Gift Commitments)
• Experience managing CRM rollouts where the primary challenge is user adoption and change management rather than technical build
• Prior work at a research organization, international NGO, or social sector advisory firm
  

What This Role Is Not

This is not a Salesforce developer or architect role. We are not looking for someone to rebuild or significantly reconfigure our system. The value this person brings is practical expertise in turning a configured system into one that people actually use – through clear documentation, targeted training, and hands-on support.

Professional Development

Skill and career development are core to IDinsight’s values and long-term impact strategy, and have been noted highlights of teammates’ experiences. IDinsighters receive significant mentorship from IDinsight leadership, support from talented peers, and are given considerable autonomy when ready. They maintain professional development plans and are given “stretch” opportunities designed to strengthen a variety of skills. Real-time feedback is embedded in our culture and formal structure enables maximum professional growth. Additionally, teammates have access to an annual professional development stipend that they are encouraged to utilize to explore their career interests and develop their skills.

Nuts & Bolts

Location

This position can be based in any of IDinsight’s regional offices: Dakar, Senegal; Delhi, India; Lusaka, Zambia; Manila, Philippines; Nairobi, Kenya; or Rabat, Morocco. This position is also eligible for remote work from the United States and must have at least 4 hours of overlap with US East Coast time. IDinsight is not able to sponsor work authorization for this role. Successful candidates will not require IDinsight to sponsor their work authorization at the office where they'll be based.

Start Date

The start date of this position is flexible, with preference for candidates who can start immediately. This is a 3-month fixed-term engagement, with the possibility of extension based on organizational needs.

Compensation

Compensation and benefits are commensurate with the qualifications and experiences IDinsight is hiring for, and competitive within the global development sector. Please note, as a non-profit, we are unable to provide compensation similar to leading private sector organizations.

How to Apply

Please click the "Apply for this job online" button at the top. Applications are rolling and considered as they are submitted. The application asks various questions in order for us to get to know you, and requires a CV.

Please ensure that your CV includes relevant professional and personal experience as well as details on academic qualifications. CVs can range from one to two pages. Please note, headshot photographs, parental details, birth dates, marital status and other personal information not relevant to the application do not need to be included in your CV.

More information, including details on IDinsight’s hiring process and frequently asked questions, can be found online at IDinsight Careers. Any questions should be directed to [email protected].

IDinsight’s Commitment to Reducing Power Asymmetries

IDinsight is committed to reducing power asymmetries in the social sector. Our commitment to diversity, equity, and inclusion reflects our understanding of the need for the sector to abandon unhealthy practices of the past. We wish to be part of a new generation of international NGOs who are honest about this history and transparent about our role in the present. Our commitment is also aligned with the impact of our work.

We seek a workforce that is inclusive of a variety of perspectives that will help us refine and improve our methods and relationships, and strengthen the services we provide our clients and their communities or constituencies. The following commitments represent our vision for the IDinsight team:

• IDinsight will have greater representation from the populations with whom we work and clients we serve.
• IDinsight will have greater representation from the countries in which we work.
• Across all countries in which we recruit, we will seek greater representation from historically excluded communities.
• IDinsight will foster an inclusive work culture that empowers a diverse team to do their best work.

IDinsight is committed to non-discrimination in our recruitment, employment practices, and organizational culture, regardless of people’s age, disability, gender, gender identity, national origin, race, religion or belief, or sexual orientation, or any other status protected by applicable law.