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Form of workPosition Summary
Planetree is a dynamic and innovative global healthcare organization seeking a highly skilled and motivated individual to join our team as a CRM & LMS Manager. We are committed to leveraging cutting-edge technology to enhance our sales processes and employee training initiatives and deliver educational solutions. This position requires a talented professional to lead the administration and optimization of our Salesforce CRM software (Sales Cloud, Experience Cloud, Pardot) and our integrated LMS (Planetree Academy provided by Appinium). In this role, you will manage and maintain our CRM, LMS, and Planetree Hub platforms. You will play a key role in ensuring the efficient operations, customization, and continuous improvement of both systems meet the evolving needs of our team and the clients we serve.
Responsibilities
CRM Management
• Administer and configure Salesforce (Planetree’s CRM) including Sales Cloud and Experience Cloud to optimize performance and support the organization’s objectives.
• Support the Marketing Director with Pardot integration including ongoing management and performance.
• Manage backup performance and issues using OwnBackup.
• Create and manage user profiles, permission sets, roles, and security settings.
• Customize and maintain Salesforce objects, fields, and page layouts.
• Implement and manage workflow rules, processes, and automation to streamline processes.
• Regularly audit data and ensure data integrity within Salesforce including duplicate management.
• Interface with external partners on design, implementation, maintenance, and upgrades.
LMS and Planetree Hub Management
• Manage and administer the integrated Learning Management System (Planetree Academy).
• Collaborate with internal and external stakeholders to understand training requirements and implement effective LMS solutions.
• Collaborate with content creators to build, manage, and maintain educational content on the Planetree Academy.
• Manage Planetree Hub registration and access including processes, issues, and tickets.
• Maintain course content, user assignments, and reporting capabilities within the LMS.
• Troubleshoot and resolve technical issues related to the LMS.
• Stay informed about industry best practices for e-learning and training management systems.
• Manage the preparation and import of SCORM courses into the LMS, including review and testing of courses.
• Establish and maintain the quality of content objects, media files, and e-courses.
• Support training delivery teams by creating virtual facilitator-led events.
• Design, maintain, and deliver reports to meet business needs for assigned functions and compliance auditing.
• Participate in special projects and perform other duties, as assigned.
Integration and Data Management
• Oversee the integration between the CRM and the LMS.
• Ensure seamless data flow and synchronization between the two systems.
• Collaborate with IT and development teams to implement any necessary customizations or enhancements.
User Training and Support
• Provide training sessions on CRM and the LMS for internal and external end-users.
• Offer ongoing support to users, addressing inquiries and resolving issues in a person-centered and timely manner.
Teamwork & Culture
• Contribute to annual team operational plan aligned to Planetree’s strategic plan and roadmap.
• Work internally as a collaborative team member to meet the goals of Planetree.
• Contribute to Planetree’s organizational learning by bringing field experiences to drive innovation.
• Complete mandatory training as required.
• Live and uphold the Planetree Mission, Vision, and Values.
Critical Skills
• Manage multiple stakeholder inputs and consult with Planetree team members and strategic partners as required.
• Manage competing priorities in a fast-paced environment.
• Dedicated to driving positive change in healthcare.
• Comfortable engaging in professional communication with individuals from various backgrounds and cultures.
• Flexible and able to adapt appropriately to various situations and conditions.
• Advanced communication skills, including written, verbal, and non-verbal.
• Ability to think strategically and implement to realize a future transformational vision.
Minimum Competencies
Area Minimum Preferred
Education
•Bachelor’s degree in Computer Science, Data Science, Instructional Design, Information Technology, or a related field required
• Salesforce Administrator Certification
• Additional certifications, master’s degree preferred
Experience
• Proven experience as a Salesforce Administrator
• Experience with Learning Management Systems, including administration and user support
• Highly skilled in Salesforce and/or a certified Salesforce, Sales Cloud Enterprise Admin, reporting, and dashboards
• Knowledge of data loader or other data transformation tools
• Proficient in data analysis, analytics, and tech-oriented problem-solving
• Excellent communication, interpersonal, and organizational skills; highly professional and diplomatic approach
• Experience in training and process documentation
• History of effectively managing multiple competing responsibilities with the ability to prioritize and drive critical business objectives
• Record of increasing responsibility within the technology field
• Strong project management skills
• Ability to collaborate with cross-functional teams and adapt to evolving business needs
• Excellent at meeting deadlines • 2-3 years of related experience with a Salesforce Admin certification OR 3-5 years of experience in total
Technology • Proficient in Microsoft Office (Word, Excel, PowerPoint, OneDrive) and 365 products
• Proficient with LMS and SCORM software
• Proficient with Video Conferencing platforms
• Proficient with presentation technology requirements
• Proficient with Salesforce, Canva, and LMS management • Proficient with Articulate 360
• Proficient with Salesforce Sales Cloud, Experience Cloud, and Pardot
• Proficient with Expensify
• Experience with OneDrive
• Advanced Skills with Video Conferencing Platforms
Language • English proficiency – written and verbal • Other foreign languages where Planetree delivers services (eg. Spanish, Portuguese, French, Arabic)
Performance Evaluation
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 member’s 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
• Performance indicators for key areas of responsibility
Diversity Statement
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.
