Water Mission is a Christian engineering nonprofit that builds safe water solutions for people in developing countries, refugee camps, and disaster areas. Since 2001, Water Mission has served more than 8 million people in 60 countries, sharing safe water and the message of God’s love. Working at Water Mission is as much a calling as it is a career, and we are searching for people with the courage, passion, and drive to help us change the world. Read more about our Statement of Faith and Our Christian Mission.

What is the opportunity?

Under the direction of the Director of Enterprise Applications, the CRM Support Specialist will have the opportunity to support Water Mission in change management, system configurations, issue troubleshooting, and reports development. This position will be responsible for responding to daily business needs for the Customer Relationship Management (CRM) system and associated peripheral software. This is a full-time position reporting to the Director of Enterprise Applications and is located remotely in the United States.

A successful CRM Support Specialist will:

• Maintain a strong Christian witness to colleagues, vendors, donors, charitable beneficiaries, and general public.
• Engage and participate in prayer before and after team meetings.
• Lead and participate in biblically based staff devotions.   
• Provide daily system administration support to departments for the Customer Relationship Management (CRM) system (currently Blackbaud Raiser’s Edge) and related software or websites.
• Act as the first point of contact for global end-users experiencing technical issues with the CRM system. Provide technical support to end-users, resolving issues related to the CRM system in a timely manner.
• Log and prioritize incidents and service requests, ensuring they are resolved within defined Service Level Agreements (SLAs).
• Collaborate with development teams or vendors to escalate and resolve complex technical issues.
• Work with Subject Matter Experts (SMEs) to develop and implement solutions to prevent future occurrences of similar issues.
• Perform user access management, ensuring proper permissions and roles are assigned. Support periodic audits and assessments of system security, recommending improvements where necessary.
• Assist with training sessions or workshops for users to enhance their understanding of the system’s features and best practices. Create/maintain user documentation, including FAQs, knowledge base articles, and training materials.
• Assist with system configuration and testing based on current business requirements and user feedback.
• Design and develop business reports from the CRM system via reporting tools such as PowerBI.
• Gather feedback from end-users to identify areas of improvement or optimization within the system, and participate in continuous improvement initiatives to streamline processes and enhance system functionality.
• Assist with ongoing maintenance of integration between the CRM system and other internal or third-party systems (e.g., Financial Management). Troubleshoot data synchronization issues and resolve integration errors in collaboration with SMEs, IT,  or third-party vendors.
• Support initiatives for CRM data cleansing, ensuring that outdated or incorrect information is identified and addressed. Assist in managing duplicate records and correcting data inconsistencies.
• Assist in ensuring CRM system compliance with relevant data protection regulations (e.g., GDPR, CCPA).
• Research and maintain knowledge in emerging technologies related to CRM.
• Assist with maintenance and support of other enterprise-level systems such as the Enterprise Resource Management (ERP) system or SharePoint Intranet.
• Provide after-hours or on-call support as needed to address urgent issues or system outages, especially during critical marketing campaigns.
• Other duties as assigned.

What is required?

• Personal and growing relationship with Jesus Christ.
• Alignment with Water Mission’s Statement of Faith and core values of Love, Excellence, and Integrity.
• Alignment with the principles of servant leadership as embraced by Water Mission.
• Bachelor's degree in Information Systems, Computer Science, or Business Management, or equivalent experience/certifications.
• 2-3 years of relevant experience.
• Strong knowledge of CRM platforms (e.g., Blackbaud, Salesforce, Microsoft Dynamics, etc.).
• Experience with integration of CRM systems with other platforms (e.g., marketing tools, ERP systems, email, and calendar applications).
• Understanding of sales, marketing, and customer service workflows and how they are supported by CRM tools.
• Familiarity with data privacy laws and regulations governing customer information.
• Understanding of ITIL framework and incident management best practices.
• Ability to troubleshoot application issues, including performance, data integrity, and functionality issues.
• Strong communication skills to provide user training and maintain clear communication with stakeholders.
• Familiarity with SQL, PowerBI, and Excel with the ability to learn other analytical tools.
• Committed to maintaining a high degree of integrity in all business activities and decisions.
• Strong technical writing experience in relevant areas, including queries and reports.
• Strong attention to detail. This position is heavily-focused on development of reports and related detailed analysis of data – requiring focused attention to detail for extended periods of time.
• Home internet bandwidth strong enough to support video conferencing and other job-related responsibilities. 
• Legal authorization to work in the United States without sponsorship.