Planetree - Manager Technology & CRM Systems

Planetree International seeks an experienced Technology, CRM & IT Manager to oversee the organization's information technology operations and lead the stabilization, optimization, and long-term management of the Planetree Hub (Salesforce platform). This position ensures that Planetree's global systems are secure, integrated, and reliable, enabling the organization's mission to humanize healthcare worldwide.

Reporting to the Vice President, Corporate Services, the Manager, Technology & CRM Systems serves as the primary liaison with Griffin Health IT and ensures alignment of IT strategy, infrastructure, and support between Planetree and Griffin Health. This hands-on leadership role combines system administration, vendor management, data governance, cybersecurity, and user training to ensure all technology platforms-including Salesforce and Microsoft 365 function as strategic enablers of efficiency and service excellence.

1. CRM (Salesforce) Administration & Optimization

• Serve as the system owner and primary administrator for Planetree's Salesforce System including Sales Cloud and Experience Cloud.
• Configure, maintain, and continuously enhance the CRM, including data architecture, user permissions, workflows, and integrations.
• Build and manage automation workflows, page layouts, validation rules, permission sets, and integrations using Salesforce Flow, APIs, and AppExchange tools.
• Oversee and execute user acceptance testing (UAT) for new functionality, releases, and enhancements.
• Develop and maintain dashboards, reports, and performance metrics to provide actionable insights for leadership and teams.
• Troubleshoot and resolve critical Salesforce issues; manage internal issue logs and ensure timely resolution.
• Create and maintain system documentation and process maps for data governance, reporting standards, and user adoption.
• Design, schedule, and deliver user training on Salesforce functionality and Hub usage for staff, members, and clients.
• Ensure data integrity, security, and compliance through consistent monitoring, audits, and best practices.

2. IT Infrastructure & Griffin Health Liaison

• Serve as Planetree's primary liaison with Griffin Health IT, ensuring coordination on system access, network security, and procurement.
• Oversee Planetree's IT infrastructure, including laptops, Microsoft 365, SharePoint, and OneDrive.
• Manage onboarding/offboarding processes, license assignments, and hardware inventory.
• Support cybersecurity policies, MFA rollout, and access management protocols in collaboration with Griffin Health IT.
• Conduct organization-wide IT training sessions to increase proficiency with systems and applications (Microsoft 365, SharePoint, Project Management Software).
• Maintain and update Planetree's IT policies and user manuals, ensuring compliance with organizational and legal requirements.

3. Vendor & Project Management

• Manage all technology and software vendor relationships, including CRM, IT, and SaaS providers.
• Oversee contract negotiations, budgets, and invoice approvals.
• Track and control vendor hours and performance.
• Coordinate cross-system integrations and ensure data continuity during transitions.
• Manage timelines and communications for CRM rebuilds, IT upgrades, and deployment projects.

4. Training, Governance & Continuous Improvement

• Design and lead ongoing training programs for staff and clients on CRM and IT systems.
• Establish a ticketing and escalation system for user support and issue tracking.
• Monitor user feedback and technology performance metrics, implementing process improvements.
• Develop user-friendly documentation, training videos, and quick-reference guides.
• Facilitate quarterly IT and CRM review sessions with key stakeholders.
• Drive adoption of digital tools and standardized workflows to improve collaboration and data quality.

Teamwork & Culture

• Live and uphold
• Partner reliably, consistently, and kindly with colleagues around the world to deliver a consistent, high-quality Planetree Experience to clients, partners, and team members
• Demonstrate and convey compassion and empathy, partnership and collaboration, and humility and openness
• Be willing to give and receive constructive, just-in-time feedback
• Contribute to Planetree's organizational learning and development by bringing experiences and insights back to the team to drive innovation
• Complete mandatory training as required

Education

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field.
• Salesforce Administrator or Platform App Builder certification required.

Experience

• Minimum 5 years of progressive experience in IT management and CRM administration.
• Strong hands-on experience with Salesforce (Experience Cloud, Sales Cloud) and integrations.
• Proven ability to liaise effectively with corporate IT departments (preferably health-system based).
• Experience troubleshooting CRM and IT issues, managing vendors, and training diverse user groups.
• Familiarity with Microsoft 365 administration, cybersecurity, and SharePoint governance.
• Experience in nonprofit or international environments is preferred.

Skills & Attributes

• Exceptional organizational, problem-solving, and project management skills.
• Excellent communication and training facilitation abilities.
• Strong analytical mindset and attention to data accuracy.
• Collaborative, adaptable, and service-oriented approach.
• High level of integrity and confidentiality in handling sensitive data.
• Ability to translate business requirements into scalable technical solutions.
• Proactive troubleshooting and optimization mindset.

Performance Indicators

• Successful coordination and collaboration with Griffin Health IT.
• CRM system stability and measurable reduction in user issues.
• Improved data integrity and reporting accuracy.
• Positive user feedback from training sessions and IT support.
• On-time delivery of IT and CRM projects within budget.
• Continuous improvement in technology adoption and efficiency.

Minimum Competencies

Area

Minimum

Preferred

Education

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field.
• Salesforce Administrator or Platform App Builder certification required.

Experience

• Minimum 5 years of progressive experience in IT management and CRM administration.
• Strong hands-on experience with Salesforce (Experience Cloud, Sales Cloud) and integrations.
• Proven ability to liaise effectively with corporate IT departments (preferably health-system based).
• Experience troubleshooting CRM and IT issues, managing vendors, and training diverse user groups.
• Familiarity with Microsoft 365 administration, cybersecurity, and SharePoint governance.
• Experience in nonprofit or international environments is preferred.

Technology

• Advanced proficiency in Salesforce administration, including Sales and Experience Cloud, data management, and user support.
• Strong understanding of Microsoft 365, including SharePoint, OneDrive, and Teams administration.
• Knowledge of network security, user access control, and data protection best practices.
• Experience coordinating with enterprise IT teams on infrastructure, support, and cybersecurity.
• Ability to troubleshoot technical issues and manage vendor support efficiently.
• Proficient with Expensify

License

• Salesforce Administrator or Platform App Builder certification

Language

• English proficiency - written and verbal
• Other foreign languages where Planetree delivers services (e.g., Spanish, Arabic, French)

Performance objectives will be established at the beginning of the team member's period of employment. These objectives will be discussed and agreed with the team member's direct line manager. This will form the team members' Development & Performance Plan for the year.

Performance will be evaluated by:

• Feedback on work achievements and issues by ongoing discussions and at performance evaluations
• Periodic external member / partner feedback on services provided
• Performance indicators for systems relating to the delivery of Planetree products and services
• Performance indicators for key areas of responsibility
• Successful coordination and collaboration with Griffin Health IT.
• CRM system stability and measurable reduction in user issues.
• Improved data integrity and reporting accuracy.
• Positive user feedback from training sessions and IT support.
• On-time delivery of IT and CRM projects within budget.
• Continuous improvement in technology adoption and efficiency.

Planetree is a non-profit 501 (c) 3 organization. We work in over 30 different countries, and value diversity in our work and our workplace. In our work, we promote respect, inclusion, and compassion towards all stakeholders in the healthcare enterprise. We encourage qualified candidates of any race, religion, creed, or orientation to join our mission-driven team.

All positions at Planetree require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Planetree, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Planetree's employment policies. You will be notified during the hiring process which checks are required for the position.

Pay Transparency Non-Discrimination Notice - Planetree will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $75,00 to $95,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

All your information will be kept confidential according to EEO guidelines.