CRM Administrator

Job Description

Job Description

Unbound Now is ending human trafficking by identifying victims, supporting survivors, seeking justice, and leading system change. We are motivated by our faith in Jesus and work each day as individuals driven by hope, oriented towards service, and committed to excellence. To learn more about our values, please read our Statement of Faith. 

Job Title: CRM Administrator

Job Status: Full-time, Salary/Non-Exempt

Job Location: Hybrid/Remote (United States). This position may be performed remotely within the United States; however, candidates based in Texas are strongly preferred due to Unbound Now's existing operations and the position's connection to our Texas-based headquarters.  Candidates must physically reside in an eligible U.S. state and be legally authorized to work in the U.S. without requiring current or future employer visa sponsorship.

Job Summary:  The CRM Administrator oversees the administration, maintenance, and optimization of Unbound Now's database platforms, including Virtuous (donor CRM), Salesforce (program CRM), and Unbound Now's online training/learning management platform. This role ensures data integrity across systems, supports staff in effective platform usage, and drives process improvements that increase organizational efficiency and impact. The CRM Administrator serves as the primary internal resource for system troubleshooting, reporting, and platform strategy.

Compensation: Annual salary

Benefits: Unbound Now is proud to offer a premier benefits package that prioritizes the health and financial security of our team members and their families:

• 100% Employer-Paid Health Insurance: We cover 100% of medical premiums for both the employee and their family. 
• Employer-Paid Life Insurance: Fully covered for the employee at no cost.
• Retirement Savings: 401(k) plan with a 3% salary match (eligible after 90 days; 1-year vesting).
• Dental & Vision: Comprehensive plans available at the employee’s expense.

Schedule/Availability: Generally 8:30 a.m.–5:30 p.m. Central, Monday through Friday, with a one-hour lunch break.

Working Conditions: This position requires sitting for long periods of time at a computer, repetitive hand motions from frequent keyboarding, prolonged mental concentration, and close visual attention.

Travel: Minimal; occasional travel for training or team meetings.

Job Responsibilities:

Virtuous (Donor CRM) & Financial Processing

• Perform daily donation imports and ensure all gifts are accurately recorded, designated, and acknowledged promptly.
• Coordinate with the Accounting team to add new projects to Virtuous and ensure proper gift attribution to the correct projects.
• Ensure gifts from Donor-Advised Funds (DAFs), IRA Qualified Charitable Distributions (QCDs), and pass-through sources are designated and acknowledged appropriately in accordance with organizational processing protocols.

• Maintain database integrity through regular data hygiene, deduplication, and record cleanup, ensuring duplicate records are not created during gift imports.
• Build and maintain automated workflows, marketing campaigns, and donor communication sequences in coordination with the Development team, Director of Communications, and Director of Systems and Technology.
• Create and maintain custom reports, queries, and dashboards for development staff and leadership to track opportunities, campaign success, and donor pipelines.
• Manage donor requests regarding donation information, refunds, and communication preferences.
• Support and train all Unbound Now offices in effective use of Virtuous (utilizing resources like Virtuous Academy) for donor management, pipeline tracking, and communication.
• Manage user accounts, permissions, and platform configurations.
• Serve as the primary liaison with Virtuous's Customer Success Manager.

Salesforce (Program CRM)

• Perform routine system administration including user management, permission sets, and security settings.
• Monitor and resolve data integrity issues, sharing errors, and record discrepancies in coordination with Program Directors.
• Build and maintain reports, dashboards, and list views to support program staff and leadership.
• Manage bulk data updates, imports, and exports as needed.
• Support frontline staff in proper data entry and system usage through training and documentation.
• Coordinate with external Salesforce consultants on enhancements, integrations, and system improvements.
• Manage Jotform and other integrations that feed into Salesforce.
• Monitor and troubleshoot automated flows and processes.
• Leverage AI tools (e.g., Claude) to assist with Salesforce configuration, data updates, and process automation.

Training/Learning Management Platform

• Administer Unbound Now's online training platform (LMS).
• Manage course setup, user enrollment, and certificate issuance.
• Coordinate with training staff to publish and update course content.
• Track and report on training completions, survey data, and platform analytics.
• Manage automated contact flows from the LMS platform into Virtuous for lead capture and donor conversion.
• Manage platform vendor relationships and escalate technical issues as needed.

Cross-Platform & General

• Identify opportunities for integration and automation between Virtuous, Salesforce, the LMS, and accounting workflows.
• Develop and maintain standard operating procedures and training documentation for all managed systems.
• Stay current on platform updates, new features, and best practices.
• Provide regular reporting to leadership on system health, usage, and improvement opportunities.
• Assist with evaluation and implementation of new tools or platform migrations.
• Manage relationships with software vendors and consultants.
• Complete purchase request forms and expense reports accurately and on time per organizational policy.

Desired Outcomes

• Clean, accurate, and well-maintained data across all CRM platforms without duplicate records.
• All daily donations imported, properly attributed to projects, and acknowledged in compliance with DAF and IRA QCD guidelines.
• Facilitation of data-driven decision-making across development through tailored dashboards, pipeline tracking, and reporting.
• Staff across all offices equipped and supported to use Virtuous, Salesforce, and the training platform/LMS effectively.
• Training platform running smoothly with automated contact ingestion into Virtuous and accurate CE credit tracking.
• Leadership access to timely, accurate reports and system health updates.

• System integrations functioning reliably with minimal manual intervention.
• Reduced dependency on external consultants for routine system administration.

Working Relationships

• Supervisor: Director of Systems and Technology
• Works with: Development team, Accounting team, Director of Communications, Program Directors, Regional Directors, IT/Technical Support, external consultants (Salesforce)
• Supervises: None

Education & Experience

• Bachelor's degree or equivalent experience
• 2+ years of experience administering CRM platforms (Salesforce experience strongly preferred).
• Experience with donor management systems (Virtuous, Bloomerang, Raiser's Edge, or similar).
• Experience with LMS/training platforms is a plus.
• Nonprofit experience preferred.
• Salesforce Administrator certification preferred (or willingness to obtain within 12 months).
• Experience using AI tools (e.g., Claude, ChatGPT) for CRM administration, data management, or workflow automation is a plus.

Skills & Competencies

• Strong understanding of relational database concepts and data management best practices.
• Ability to build reports, dashboards, and workflows across multiple platforms.
• Comfortable with bulk data operations (imports, exports, mass updates).
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Ability to translate technical concepts for non-technical staff.
• Strong written and verbal communication skills.
• Self-directed with the ability to manage multiple priorities.
• Quick learner who can pick up new platforms and technologies independently.

Job Requirements

• Mature Christian faith, as evidenced by participation in a local Christian church.
• Three references (supervisor, professional, personal)
• Agree to and pass all required criminal background checks, including the DFPS criminal history check and the abuse and neglect registry check

• Pass employment eligibility verification
• Thorough commitment to the mission, vision, and values of Unbound Now
• Abide by all Unbound Now policies and procedures at all times
• Strong service ethic and commitment to excellence
• Positive and innovative problem solver
• Ability to maintain confidentiality of sensitive information
• Willingness to use personal vehicle for work travel; valid driver's license; reliable vehicle; current car insurance
• Commitment to acquiring a deep knowledge of Unbound Now's programs and operations.

Physical and Driving Requirements:

• Demands include sitting for long periods at a computer and frequent video calls. Repetitive hand motions from frequent keyboarding.
• Must possess a valid driver’s license, maintain proper insurance coverage, and be able to operate a personal vehicle as needed for work-related travel.
• Demands sometimes require the ability to lift loads of up to 50 pounds.

• Frequent demands require close visual attention to detail and prolonged periods of mental concentration .

Equal Employment Opportunity & Faith Statement:  Unbound Now is an equal opportunity employer. As a faith-based non-profit organization, Unbound Now exercises its legal right under Section 702 of Title VII of the Civil Rights Act of 1964 to hire individuals who align with our Christian faith, mission, and core values.