Team Lead, 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 a Team Lead to join our Managed Services team who will bring these same values and passion to help nonprofit organizations. A Team Lead is a client-facing full-time salaried intermediate-level position.

Job Summary:

As Team Lead, you will manage a small team of Managed Services staff, including Client Success Managers (CSMs) and Technical Analysts (TAs), supporting them in their roles and their professional growth. You will also support a small portfolio of clients as as a consultant, working with a portfolio of nonprofit organizations to meet their support, operations, and growth needs, while responding to existing issues. Along with peer team leads, you will participate in the Managed Services Leadership Team to identify and address challenges that arise within the Managed Services team, and to set processes and procedures to ensure the practice is running smoothly and is poised to scale. Team Leads have the “big picture” in mind at all times, thinking holistically about the needs of the portfolio as a whole as well as those of individual team members.

Job Responsibilities:

  • People management, including weekly one-on-one and supporting team members with their workload and portfolio
  • Hours and budget management for their team members and the clients within their team’s shared portfolio
  • Guide team members on best practices for technical solutions and client relationship management
  • Escalation to or engagement of the Director of Managed Services where necessary
  • Interview and onboard new staff
  • Together with the Director of Managed Services and peer team leads, develop and improve upon systems, processes, and procedures to ensure staff and clients are able to work together clearly and efficiently
  • Actively contribute to Managed Services Leadership team and CTG people managers team meetings
  • Contribute to the work of Managed Services, including:
    • Manage a portfolio of managed service client organizations
    • Build trusted relationships with clients to effectively support long term platform usage and growth
    • Provide best practices guidance and solutions based on business needs
    • Collaborate with Technical Analysts, Developers, and other Craftsman resources to delegate work as needed
    • Facilitate client meetings

Required Qualifications: 

  • Salesforce Certified Administrator
  • 3 years’ experience in Salesforce administration
  • Relevant technical and client-facing skills
  • 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

Salary:

$80,000 – $100,000

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 (engaged 6 months or 1,000 hours after hire date)
  • 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.

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