Associate Director of Managed Services (Salesforce)

Boston, MA (hybrid) or virtual (US)

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

  • Our mission: to help nonprofit organizations grow and thrive.
  • Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

We are seeking an Associate Director of Managed Services to join our Managed Services team who will bring these same values and passion to help nonprofit organizations. An Associate Director is a client-facing full-time salaried senior-level position.

Job Summary:

As the Associate Director of Managed Services, you will assist the Senior Director of Managed Services by overseeing our Managed Services portfolio and sharing in the supervision our Managed Services Team Leads, helping them to deliver consistent support to their clients and team members. You will have the “big picture” in mind at all times, thinking holistically about the needs of the entire portfolio and the Managed Services team members.

You will also serve as a Team Lead, managing a small team of Client Success Managers (CSMs), Technical Analysts (TAs), and Associate Technical Analysts (ATAs) in their professional growth. You will be a consultant for a reduced portfolio of nonprofit clients working to meet their support, operations, and growth needs, while responding to existing issues.

In this leadership role, you will utilize your in-depth technical Salesforce skills and your solid experience of the nonprofit sector and knowledge of nonprofit management to lead our team and clients toward the clients’ near- and long-term success with the platform.

Job Responsibilities:

  • Serve as a manager, advisor, and escalation point for Managed Services and your team
  • Manage resources across your portfolio, ensuring all work is covered and unexpected needs are addressed (such as staff outages, peaks in activity, or application failures)
  • Serve as relationship manager to active clients, ensuring their satisfaction with our team, service delivery, and outcomes
  • Identify new business opportunities (e.g., projects or expanded service agreements) within your portfolio
  • Contribute to the Craftsman knowledge base by documenting successful solutions and lessons learned
  • Hours and budget management for your team members and clients
  • Guide your team members on best practices for technical solutions and client relationship management
  • Escalate issues to or engage the Senior Director of Managed Services where necessary
  • Interview and onboard new staff
  • Develop and improve systems, processes, and procedures to ensure staff and clients are able to work together clearly and efficiently
  • Facilitate client meetings

Required Qualifications: 

  • Salesforce Certified Administrator
  • 3 years’ experience in Salesforce administration
  • 3 years’ nonprofit professional experience
  • Familiarity with 3-5 common 3rd party Salesforce applications for nonprofits, e.g. FormAssembly, Click & Pledge, Nintex DocGen
  • Demonstrable ease leading internal and client-facing meetings
  • Enthusiasm and willingness to onboard, coach, and mentor Managed Services team members
  • Commitment to the nonprofit sector
  • Commitment to learning technology skills and nonprofit practices
  • Flexibility to travel on occasion

Preferred Qualifications:

  • Salesforce Certified Platform App Builder and Nonprofit Cloud Consultant credentials
  • Relevant experience as a people manager

Salary:

$100,000 – $110,000

Benefits:

  • Company-supported medical, dental, vision
  • Company-provided short- and long-term disability
  • 401k & Roth IRA retirement options with a company match (available 90 days after hire date)
  • Employee ownership (following 1,000 hours of service after hire date, approx. 6 months)
  • 4 weeks accrued paid-time-off (PTO) per year
  • 10 paid company holidays and 2 paid floating holidays (individual’s choice) per year
  • CTG’s commitment to professional development and advancement
  • Work culture aiming toward work/life balance

Apply Now

Important Note:

  • Applicants must be eligible to work in the US. H1-B sponsorship is not available.
  • Our headquarters is in Boston, MA and we have a strong virtual culture with staff located throughout the United States. We are unable to hire candidates living outside the United States.
  • Direct applicants only; no recruiters.

Return to Careers Page