This is a hands-on product and technical support position in the Product Strategy department, reporting to the Senior Director, Product Success. This role is responsible for providing technical support to the Product Strategy department, external customers (members, state and local components, non-members) and to AIA Staff on products used by, developed and/or launched by the Product Strategy department. These products include, but are not limited to, Salesforce and Salesforce Marketing Cloud.
Salesforce Marketing Cloud administration, training, and support
General Salesforce administration and training
Manages Fonteva 3rd party integrations, including but not limited to SalesForce Marketing Cloud.
Provides back-end technical support for products used and/or developed by Product Strategy team and AIA staff.
Manages administration for Product Strategy products and applications.
Provides customer and organizational support for Product Strategy products and applications.
Assists with soliciting and evaluating customer feedback and proposed improvements.
Participates in User Acceptance Testing (UAT) for new development, enhancements, and fixes for supported products.
Participates in technical evaluations and reviews of software products.
Evaluates and makes recommendations on customization requests for supported products.
Develop and deliver training and training resources for external and internal customers of Product Strategy products.
Works with business units, developers, project managers, and other Product Strategy staff members to plan and deploy software releases/updates to the Test and Production environments.
Identifies areas of improvement and recommends targeted and systematic steps to improve user learning for Product Strategy products and applications.
May utilize industry standard data toolkits for all Product Strategy platforms to enhance system functionality and integrations with other systems.
Responds to and triages support tickets, e-mail requests and inquiries for Product Strategy developed and supported products.
Complete QA testing prior to UAT testing hand-off on Product Strategy products, as needed.
Provides regular oral and written status updates to supervisor and other project manager(s) in the organization as part of project teams.
Keeps updated on new product developments.
Other members of the Product Strategy Team
All internal departments
State and Local Component Executives and Staff
KSAs and Training and Experience:
Familiarity with working in a call center environment required
Demonstrated proficiency in SalesForce and SalesForce Marketing Cloud
SalesForce SOQL and AMPScript is a plus.
Association Management Software systems experience is a plus.
Strong analytical skills with attention to details.
Ability to analyze business processes to identify user needs, document requirements, and implement operational/process improvements to accomplish business objectives.
Project management skills is a plus.
Understanding of relational databases and queries.
Ability to manage multiple priorities simultaneously.
Ability to identify and satisfy technical training and develop training curriculum.
Ability to provide first-class customer support to on-site and remote users.
Ability to adjust to frequently changing priorities.
Solid MS Office skills.
Occasional travel and overtime may be required.
Other duties as assigned.
Bachelor’s degree in Computer Science or related field preferred and minimum 3 to 4 years of technical support, development, database experience required.
Supervisory Requirement: None
Internal Number: AIAPSSF02-2021
About The American Institute of Architects
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.