CRM Administrator

POSITION TITLE CRM Administrator

DEPARTMENT Information Technology

REPORTS TO Director, Technology Operations

LOCATION Arlington, Virginia Hybrid or Remote in United States except CA and NY

FLSA STATUS Exempt, Full-time

DATE May 2025

POSITION SUMMARY

The CRM Administrator will lead the implementation, ongoing maintenance, and optimization of Salesforce Nonprofit Cloud and Marketing Cloud Account Engagement (Pardot). This role is critical in supporting cross-departmental teams by ensuring the new CRM is structured for usability, data integrity, and scalability.

As ISEP’s primary Salesforce Administrator, you’ll play a key role in both day-to-day system management and the strategic rollout of new features and functionalities that support ISEP’s work with students and partner universities. With broad knowledge across the Salesforce Nonprofit platform, the position will be the first point of contact for staff training and development, ensuring staff are using the system optimally.

The CRM Administrator will report to the Director of Technology Operations and collaborate regularly with Student Services, Marketing, Member Relations, and external Salesforce partners. This is an exciting opportunity to lead CRM implementation and adoption and establish streamlined operations for a mission-driven organization.

RESPONSIBILITIES

• Lead the planning and execution of Salesforce Nonprofit Cloud and Marketing Account Engagement (Pardot) implementation, including data migration, system configuration, and customization
• Manage vendor relationships for Salesforce implementation, system updates or special projects, and ongoing support
• Administer and maintain the Salesforce Nonprofit Cloud platform, including user setup, permissions, and workflows
• Design and manage Salesforce processes for both student-facing (B2C) and member-facing (B2B) workflows
• Build and maintain reports and dashboards that inform decision-making across student enrollment, member management, resource allocation, and operations
• Monitor and improve data quality by establishing data governance protocols and conducting regular audits of data integrity
• Develop and maintain user documentation and training materials to support adoption and ongoing staff development
• Serve as the primary internal point of contact for Salesforce support, partnering with end users to solve challenges and escalating support cases where necessary
• Collaborate with staff across Student Services, Member Relations, Marketing and other departments to gather requirements and translate needs into Salesforce solutions
• Stay up to date on Salesforce releases and trends, recommending enhancements to improve user experience and operational effectiveness
• Oversee integrations between Salesforce and ISEP’s Enrollment Management System (EMS) and other third-party systems

REQUIRED QUALIFICATIONS

• 2+ years of Salesforce experience, Salesforce Nonprofit Cloud or Salesforce Nonprofit Success Pack (NPSP) preferred
• Strong analytical and problem-solving capabilities
• Ability to work independently and proactively and manage multiple priorities
• Proficient in creating reports, dashboards, and workflows
• Experience creating user documentation and training materials
• Experience with data imports/exports, and system integrations
• Excellent communication and stakeholder engagement skills, with the ability to convey technical concepts to non-technical stakeholders
• Ability to lead and facilitate organizational change and business process improvements through the use of Salesforce
• Bachelor's degree in a related field or equivalent work experience

DESIRED QUALIFICATIONS

• Experience in the non-profit or higher education sector
• Familiarity with Pardot (Marketing Cloud Account Engagement)
• Experience managing Salesforce integrations, especially with custom web applications
• Familiarity with Salesforce tools like Agentforce, Einstein, or other AI workflow enhancements
• Experience implementing Salesforce or other enterprise systems a plus
• Salesforce Administrator Certification a plus

ABOUT ISEP

ISEP is a non-profit educational community dedicated to helping students overcome academic and financial barriers to study abroad. Made of up 337-member colleges and universities from 53 countries around the world, we work together to help provide students access to affordable, high-quality programs, that in return, help develop culturally sensitive skill sets needed for today’s global workforce.

ISEP is an equal opportunity employer (EOE). We strongly support diversity in the workforce.

Starting salary for external hires are determined by a number of factors including internal equity and external market data. Starting salary offers will typically fall between the minimum and midpoint of the salary range for each position.