CRM Specialist - Training and Support

Position

CRM Specialist - Training and Support

Irving, Texas (TX)

Scouting America is seeking a skilled and detail‑oriented CRM Specialist to support the execution of our CRM strategy. This hands‑on role is responsible for managing system design, implementation, training, and daily operations to ensure accurate data, efficient workflows, and strong user adoption across departments.

The CRM Specialist will collaborate with cross‑functional teams to maintain data integrity, manage system enhancements, and produce accurate reporting that enables informed decision‑making and strengthens fundraising outcomes. The successful candidate will have strong communication skills along with a coaching mindset.

Blackbaud CRM experience is a plus. This position reports to the Director of Development Services.

This position is located at the National Service Center in Irving, TX. The responsibilities of this position will require onsite work, and is not eligible for full‑time remote work.

• Supports the comprehensive CRM strategy for the organization by collaborating & influencing stakeholders that will focus on consistent, proficient CRM use, data management, and increased fundraising efficiency.
• Assists stakeholders by identifying support and training opportunities and producing resources such as reports, work aids, instructional webinars, on‑demand videos, and onboarding resources.
• Supports consistent usage of CRM system and adherence to member, fundraising, and data processes through system optimization and enhancements and user training.
• Increases user self‑service tools and resources to streamline, access tracking, and analysis of fundraising activity, and identification of prospective donors.
• Supports CRM data governance, including data standards, audits, structures, and reporting. Works collaboratively to understand business and customer needs and advise on industry best practices and standards.
• Performs other job‑related duties as assigned.

• Knowledge of best practices for prioritizing, creating, and implementing end‑user training resources;
  Business Requirements Gathering, Microsoft Office 365 Suite; fundraising principals & practices; fundraising CRM systems (Blackbaud CRM preferred); data governance and integrity standards.
• Skill in maintaining a customer‑focused approach while navigating complex scenarios; collaborating with technical and non‑technical stakeholders; project planning and time management; developing training and support resources; fostering an environment of continual improvement and achievement; managing work; collaborating; maintaining customer focus; managing projects; and conducting training for staff.
• Ability to design, implement, and support a CRM strategy requires a deep understanding of how CRMs work and how they can be used to achieve business goals; collect, analyze, and interpret data is essential for identifying opportunities for improvement and making data‑driven decisions; communicate effectively with stakeholders at all levels and collaborate with teams to achieve common goals.
• Plan, organize, and execute projects on time and within budget.
• Identify and solve problems creatively while maintaining high customer service levels.
• Strong communication skills across different audiences.
• Attention to detail is essential for ensuring accuracy and consistency.

• Bachelor’s Degree in business administration or a related field from an accredited college or university.

• Minimum of 5 years of experience working with any CRM (e.g. Blackbaud CRM, Raiser’s Edge, Donor Perfect, Salesforce).
• Minimum 3 years of experience as a CRM Administrator and/or instructional design.
• Must pass a criminal history background check.

• Experience working with Blackbaud CRM; experience with a federated non‑profit structure.

• Scouting America is an equal‑opportunity employer.
• Major medical, prescription coverage, dental, vision, life insurance, short and long‑term disability, accidental death, and a Match Savings plan.
• Generous PTO policy and Scouting America holiday observances.

Scouting America is an equal‑opportunity employer. We welcome families of all backgrounds to help prepare young people to serve as successful members and leaders of our nation’s diverse communities.