Planetree Manager Technology & CRM Systems

Planetree International seeks an experienced Technology CRM & IT Manager to oversee the organizations information technology operations and lead the stabilization optimization and long-term management of the Planetree Hub (Salesforce platform). This position ensures that Planetrees global systems are secure integrated and reliable enabling the organizations 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 platformsincluding 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 Planetrees 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 Planetrees primary liaison with Griffin Health IT ensuring coordination on system access network security and procurement.

Oversee Planetrees 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 Planetrees 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 Planetrees organizational learning and development by bringing experiences and insights back to the team to drive innovation

Complete mandatory training as required

Education

Bachelors 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

Performance objectives will be established at the beginning of the team members period of employment. These objectives will be discussed and agreed with the team members 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 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 Planetrees 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 contractors legal duty to furnish information.

The expected base salary for this position ranges from $7500 to $95000. 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.

Required Experience:

Manager