Salesforce External Administrator

Nami Arlington , VA 22201

Posted 2 months ago

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office who work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives.

In particular, we work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of numerous programs we provide, and our strong public policy.

We currently have an opening for a Salesforce External Administrator. This position is the primary technical point of contact for NAMI State Organizations and NAMI Affiliates using the NAMI Salesforce platform and Salesforce Communities. This individual oversees all aspects of Salesforce administration related to external users and is responsible for ensuring that the configuration serves the organization's needs.


  • Administer the Salesforce platform: Serves as the technical point of contact for the Salesforce platform and related applications to external partners seeking integration or data sharing.

    Logs and manages support cases reported to and application vendors. Monitors batch and scheduled reports, processes and integrations to ensure proper functioning. Provides expertise and advice on Salesforce products and solutions.

    Ensures proper security measures are in place and are followed. Manages security settings that provide user access to data. Ensures controlled process in the delivery of new functionality including migration of changes across development, test and production instances.

  • Configure and customize Salesforce and extended applications: Configures Salesforce and related applications to satisfy business requirements, working within NAMI's governance structure to execute on changes.

    Collaborates with NAMI State Organization and NAMI Affiliate staff and volunteers to determine reporting and dashboard requirements, creating ad hoc and customized reports and dashboards as needed. While adhering to NAMI's Salesforce architecture, creates and manages Salesforce configurations to include: email templates, document creation templates, validation rules, approval processes, workflow rules, process builder actions, lightning pages, page layouts, data fields, sharing rules, list views, email templates, auto-assignment rules, triggers and other Salesforce features. Configures integrations with other internal and external applications.

    Implements Salesforce apps from the Salesforce AppExchange and vendors. Implements periodic application releases as delivered by vendors.

  • Provide customer and application support: Works directly with NAMI State Organizations and NAMI Affiliates to provide application support by responding to tickets in Zendesk; analyzes the cause of and resolves production issues.

    For non-project efforts, works with the Senior Systems Manager to manage expectations for delivery and participation, establishing timelines for joint efforts and working to maintain customer engagement and adherence to schedule. Provides individual and group training and produces training materials (videos, documentation, help sections). Oversees evaluation of features of periodic updates of installed Salesforce applications, identifies features of interest to key stakeholders and determines with them the roadmap for rolling out new features. Along with Salesforce Internal Administrator, provides mentorship to Salesforce Junior Administrator.

  • Maintain integrity of Salesforce data: Maintain a consistently high level of quality of application data through continuous data quality oversight and maintenance.

    Identify duplicate and incomplete records and work with team data owners for resolution. Manage bulk data imports and updates. Work closely with data governance team to maintain data standards. Assist with data analysis.

  • Provide testing support: Assists with planning and testing of Salesforce and application enhancements, fixes and updates including the development and execution of test plans and scripts and the coordination of user acceptance testing.


  • Bachelor's degree or equivalent work experience in Management Information Systems, Business Administration, non-profit administration or related field.

  • Salesforce Administrator certification.

  • Understanding of the Salesforce platform as well as Salesforce CRM best practices and resources.

  • Knowledge of Salesforce Non-Profit Success Pack and Communities.

  • Familiarity with API integration platforms such as Zapier.

  • Strong analytical skills and problem-solving skills.

  • Strong interpersonal and business communication skills.

  • Ability to manage and prioritize multiple tasks in a dynamic work environment.

  • Ability to translate business needs into formal requirements documentation.

This position is based in Arlington, VA.

Must pass background check.

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Salesforce External Administrator