Database Support Specialist - Remote

Compassion & Choices is seeking a Database Support Specialist to help advance our work to improve care, expand options and empower everyone to chart their end-of-life journey.

The Database Support Specialist serves as the first line of support for users of the organization’s customer relationship management (CRM) database, troubleshooting and resolving issues promptly. This position organizes and facilitates training for new and existing users, promoting deeper CRM adoption across departments. Through regular database maintenance and quality assurance tasks, the specialist ensures high data integrity and identifies areas for improvement. Additionally, the role involves strategic planning to optimize workflows and contribute to the long-term success of CRM initiatives within the organization.

Primary responsibilities for this position include:

• Support (40%)
  • Monitor and organize all incoming requests to the CRM ticketing system; respond and solve issues promptly and clearly with staff.
  • Regularly use screen share, phone calls, Slack, and email with staff to help troubleshoot issues — helping staff to better understand the CRM through these points of contact.
  • Build reports and lists to provide business intelligence to teams across the organization.
  • Maintain proficiency in supporter list building for staff use for communications and assessment (e.g., eblasts, text/phone banks, metric review).
  • Export reports and lists while adhering to highly critical privacy and confidentiality rules.
  • Proactively identify gaps in the system that would benefit from new workflows to further advance adoption of the CRM.
• Database Maintenance (35%)
  • Conduct and track daily, weekly and monthly system maintenance (e.g., householding, duplicates, QA checks, other data hygiene).
  • Enhance or create efficiencies in maintenance tasks to better serve the organization and database team. Proactively find gaps where data is not being maintained or audited, and propose solutions to monitor those areas.
  • Maintain a high standard of data integrity and hygiene, including not allowing details to fall through the cracks. Identify and address issues of bad data and data decay.
  • Demonstrate understanding of how data is structured, stored and used at a high level. Understand existing processes on how data enters the CRM, which users have access to make changes to records and/or bulk upload, and keep up to date with staff workflows.
  • Work with the database team to propose new systems on modernizing supporter data (e.g., prefix, pronoun).
• Training (15%)
  • Develop and maintain clear process documentation, and ensure internal knowledge and resources are current and accessible via the staff intranet.
  • Facilitate, track and audit formalized training for new hires and users changing roles. Help to build the skills and understanding of the CRM with all users.
  • Work closely with the database team to develop and implement a recurring staff training session, with the goal of regularly expanding knowledge for existing users.
  • Understand and practice different training tactics and learning styles with the goal of advancing equity in training.
• Other (10%)
  • Engage in strategic thinking and planning about database processes, workflows and improvements with departments across the organization. Work closely with the database team to arrive at smart, long-term oriented solutions to help improve adoption and usage of the CRM for all departments.
  • Participate in QA testing on new features, appends, and other CRM updates.
  • Professional Development: Maintain proficiency and increase expertise in CRM and other related topics.
• Support of all C&C efforts as requested; including, but not limited to, activities such as identifying prospects, briefing donors, alerting staff of fundraising opportunities, reaching out to donors, participating in phone-athons, etc.
• Timely and accurate completion of related reports (such as company credit card statements, performance reviews, time cards, etc.).
• Demonstrates commitment to and active support of C&C’s Diversity & Inclusion program.
• Other duties as required.

Preferred Qualifications (You will be a good fit):

Education and Experience:

• Requires understanding of CRMs and their front-end capabilities, proficiency in successful troubleshooting of issues, and ability to support and train end-users to adopt the CRM at a high level.
• Minimum of 3+ years of experience using CRMs in various capacities (with a preference of EveryAction CRM experience); or an equivalency of related experience and/or education may be considered.
• Experience working in nonprofit organizations and understanding nonprofit business processes.

Skills:

• Language Skills:
  • Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.
  • Ability to respond to common inquiries or complaints from customers.
  • Excellent oral and written communication.
• Mathematical Skills:
  • Ability to work with mathematical concepts such as probability and statistical inference.
  • Ability to apply concepts such as, fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability:
  • Ability to define problems, inductive and deductive reasoning, collect data, establish facts, and draw valid conclusions.
  • Experience with creating and interpreting reports in CRMs, and understanding the foundational concepts behind them.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Computer Skills:
  • Working knowledge of CRM software (e.g., EveryAction).
  • Proficient in Microsoft Excel, including advanced functions such as VLOOKUP, pivot tables, data validation, and formula-based reporting; ability to clean, analyze, and structure data for use in CRM systems or reporting tools.
  • Working knowledge of Google Suite products (e.g., Gmail, Sheets, Docs).
• Travel: Must be able and willing to travel and have own means of transportation where applicable (overnight and possible weekends). 5% of travel.

Compassion & Choices acknowledges that imposing restrictive criteria might unfairly prevent historically marginalized communities from applying for positions that match their qualifications. We adopt a fair and comprehensive screening process that considers various factors. If you feel that you possess the necessary skills and knowledge to fulfill this role, we encourage you to submit your application without hesitation.

Values: Must be energized by the idea of working at an organization with the following values:

• Compassionate in our conviction that dying patients should be free of unwanted treatment, suffering or outside interference.
• Respectful of the autonomy of individuals to decide what end-of-life options are best for them and their family.
• Courageous in our willingness to confront the toughest end-of-life health challenges, disrupt the broken status quo and protect an individual’s right to self-determination.
• Credible in all our education, advocacy and partnerships — our efforts are grounded in objective research and demonstrable facts.
• Resilient in our capacity to respond to opportunities and threats in the movement so that we can achieve our vision as quickly as possible.

About Compassion & Choices

Across the nation, Compassion & Choices works to create a society that affirms life and accepts the inevitability of death, embraces expanded options for compassionate dying, and empowers everyone to choose end-of-life care that reflects their values, priorities and beliefs. To make this vision a reality, we improve care, expand options and empower everyone to chart their end-of-life journey.

Compassion & Choices is committed to building a staff that reflects the diverse communities that make up our country. We are an Equal Opportunity Employer and recruit, hire, train, promote, and administer any and all personnel actions without regard to age, color, creed, disability, economic status, ethnic identity, gender identity, national origin race, religion, sex, sexual orientation, veterans status, or any other basis prohibited by applicable law.