Salesforce Support Consultant

Terms of Reference (TOR): Salesforce Support Consultant

Background and Context

About VillageReach: VillageReach transforms healthcare delivery to reach everyone, ensuring that everyone has access to the healthcare they need to thrive. We develop solutions that improve equity and access to primary healthcare. This includes ensuring that products are available when and where they are needed, and that primary healthcare services reach the most underserved populations. Through radical collaboration with governments, the private sector, and other partners, we strengthen our ability to scale and sustain these solutions. Our work increases access to quality healthcare for more than 70 million people in Africa. VillageReach is incorporated in Washington State and has offices in Seattle (USA), the Democratic Republic of Congo, Malawi, Mozambique and Kenya.

Culture of Embracing Technology and Innovation: VillageReach leverages a suite of internal ERP systems and technologies to drive automation, enhance internal efficiency, and enable data-driven decision-making. Salesforce is a critical platform used for end-to-end BD (Business Development) grant, awards and contract management, playing a key role in our operational excellence.

Purpose of the Consultancy: The objective of this consultancy is to provide specialized Salesforce support to augment VillageReach's current capacity, optimize business processes, and enhance system integrations to ensure long-term organizational success. Specifically, the consultant will:

• Provide operational support to effectively resolve Salesforce tickets.
• Optimize BD and grant/award management processes and their implementation on Salesforce.
• Support the implementation of change management initiatives.
• Facilitate the integration of Salesforce with other systems, including Sage.
• Advise on Salesforce's product roadmap, best practices, and opportunities to enhance process automation, including adopting AI-driven insights.
• Build internal capacity through training and knowledge transfer to ensure long-term sustainability.

Scope of Work: The consultant will support:

(i) Business Development Opportunity Module Customization

• Custom Fields & Layouts for Opportunities:

Add custom fields to capture necessary information related to gifts, including gift amount, donor type, recognition preferences, and gift date. Custom fields to track Soft Credits and Hard Credits (actual donations received by the organization).

• Record Types & Page Layouts:

Define record types for various donation scenarios (e.g., Major Gifts, Recurring Donations, Special Campaigns) to allow for tailored page layouts based on donor segment. Design and implement page layouts that display key donation information, including soft credits, hard credits, and any additional donor information needed.

• Automation (Workflows, Process Builder, Flow):

Automate key processes such as creating follow-up tasks for major gifts. Set up automated notifications for team members when soft credit thresholds are met, or for critical actions in the donation lifecycle (e.g., pledge payment reminders, matching gift notifications, Soft Credit rollup).

• Opportunity Stages & Validation Rules:

Customize the Opportunity stages (Go/No-go review) to reflect the donor lifecycle (e.g., Pledged, Received, Acknowledged) and apply appropriate validation rules to ensure accurate data entry and timely follow-ups. Implement rules to prevent soft credits or hard credits from being recorded incorrectly or exceeding the expected donation amounts.

• Reporting & Dashboards:

Design and implement custom reports to track gifts, hard credits, and soft credits, ensuring that the organization can quickly generate reports by donor type, campaign, or program area. Create dashboards for real-time tracking of fundraising progress, with metrics such as total donations, soft credit totals, and outstanding pledge payments.

(ii) Grants Management Module Customization:

• Custom Grant Fields:

Create custom fields to capture essential grant data, including grant type, funding source, application deadline, funding cycle, reporting requirements, and disbursement details. Review & Develop fields to track grant status (e.g., Draft, Submitted, Approved, Funded, Closed) and grant progress.

• Grant Workflow Customization:

Define custom workflows to align with the grant lifecycle, from initial application and approval through award, disbursement, and reporting. Set up approval processes for grant applications, allowing for multiple levels of review and approval.

• Grant Tracking and Reporting:

Create customized reports to track active grants, total funding allocated, upcoming deadlines, and grant outcomes. Build dashboards that provide an overview of the organization's grant portfolio, showing key metrics like total funding awarded, active vs. closed grants, and upcoming milestones.

• Integration with Opportunity Module:

Integrate the Grants Management module with the Opportunity module to ensure seamless tracking of related donations and grants. Enable cross-module reporting to capture data from both gifts and grants, helping the nonprofit track overall funding from various sources (donors, grants, etc.).

• Third-Party System Integration:

Integrate Salesforce with existing external systems used for grant applications, accounting, or fundraising (e.g., Sage Intacct, etc).

• User Training & Support:

Offer post-implementation support for troubleshooting, system updates, and minor adjustments as needed. Include guidelines for creating and managing Opportunities, handling soft and hard credits, managing grants, and generating reports. Provide targeted training based on user roles, ensuring each user understands how to manage their specific module is customized.

Deliverables:

• A detailed work plan outlining key activities and timelines.
• Regular status updates and issue resolution reports.
• Comprehensive documentation of configurations, integrations, and customizations.
• Final training and capacity-building materials.
• Recommendations for leveraging AI and process automation.

Requirements:

Consultant Requirements:

• A minimum of 5 years of experience working with non-profit organizations.
• Proven expertise in end-to-end award/grant management, particularly for restricted funding.
• Broad understanding of BD, grants, and contracts processes within non-profits.
• Salesforce certification and training credentials.
• Relevant technical and business education qualifications.
• Demonstrated experience in: Technical project implementation, ERP systems and enterprise integrations and Analytics, data utilization, and the adoption of innovative trends.
• Strong understanding of change management, process reengineering, and stakeholder engagement.

Duration and contracting model: The consultancy is expected to last for a period of 3-6 months with deliverable-based contracting, starting from February 2025. The consultant may be an individual or a firm.

Application Process:

Interested consultants are invited to submit:

• A proposal detailing their approach to the consultancy, including timelines.
• A detailed CV (for individual consultants) or company profile (for firms).
• Evidence of relevant experience, including references.
• Financial proposal with expected fees.

Applications should be submitted by 18th February 2025.

• Mid-Senior level

• Full-time

• Other
• Industries
• IT Services and IT Consulting