Idealist Consulting

• Oversee service delivery across the Managed Services portfolio. • Own the day-to-day delivery rhythm for all managed service engagements. • Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments. • Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery. • Serve as the executive escalation point for unresolved client issues in the support portfolio. • Manage consultant assignment and capacity. • Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity. • Maintain a forward looking capacity model across roles and flag gaps in advance. • Ensure on-target utilization across teams while protecting humane workloads and learning time. • Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion. • Ensure quality assurance and service excellence. • Define and uphold service quality standards across the portfolio, including documentation standards, change management, peer review, and acceptance criteria. • Operate a structured QA program: spot checks on configuration work, periodic instance audits, and post-engagement reviews on every renewal. • Translate CSAT and qualitative feedback into concrete coaching, training, or process changes within 30 days of receipt. • Maintain the Service Delivery playbook and runbook library so that every consultant has a defensible default for routine work. • Guide delivery systems and tooling. • Serve as the business owner for the internal Salesforce org, Asana service request boards, Story Navigator, and Lever as they relate to Managed Services workflows. • Partner with Operations and the internal admin team to evolve reporting on capacity, billable hours, forecasts, project margin, and CSAT. • Identify automation and AI opportunities within delivery operations, including the application of Idealist Guide capabilities to internal workflow. • Hold delivery systems to the same standard we hold client systems: clean data, current documentation, and a reliable audit trail. • Develop people and culture across managed service delivery team. • Embody Idealist Consulting’s values-aligned management philosophy. • Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager. • Use standardized reviews and quarterly conversations to foster healthy working relationships, identify employee strengths and weaknesses, and support their growth and development within the organization. • Encourage professional development and make employee promotion recommendations. • Manage performance concerns and realignment plans as needed. • Collaborate with HR on compliance of company, state, and local policies as needed. • Partner across the company on outcomes. • Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed. • Inform pricing, packaging, and SLA design with on-the-ground data from delivery. • Represent Managed Services in the Service Delivery leadership team and contribute to annual planning, hiring, and budget conversations. • Help shape the next generation of service offerings, with a particular focus on AI enabled support and humanitarian sector growth.

• Translate business requirements into well-architected solutions that best leverage the Salesforce platform and product ecosystem • Provide sales opportunity support including product demos, sales discovery, and advice on estimates as requested. • Articulate and document the benefits and risks to a solution’s feasibility and functionality to clients and sales reps • Contribute solution expertise to RFI and RFP responses as assigned • Lead Solution Architecture and project solution vision in the Idealist Way • Lead discovery process with clients using Story Navigator to determine ERD, need for custom code, and application integrations • Plan sprints and support data mapping • Oversee UAT and contribute to test script documentation and bug fixes as needed • Develop and document user instructions and administrative maintenance requirements for use in our custom-coded Salesforce solutions for clients • Conduct project audits, architecture reviews, and provide cure recommendations as assigned • Advise on best practices and support service delivery quality and practice consistency through the creation of process templates, mentorship and knowledge sharing. • Stay up to date on third party applications and report on high level functionality, use case, and integration capacity • Follow and understand new Salesforce product and technical capabilities resulting from product releases and acquisitions, make recommendations for R&D • Some travel to meet with clients and participate in pre-sales engagements may be required • Maintain target utility 70%

• Provide system administration, design, and optimization services inline with Managed Service contract engagement standards & SLA’s • Educate, guide, and empower clients in the Idealist Way • Balance response times and approvals across multiple assignments • Plan activities from requirements to solution design using prescribed project management tools and delivery methodologies to ensure continuity in communication and project quality • Escalate client or consultant capacity concerns to Client Success for resolution support • Design and implement Salesforce solutions, to meet client needs, identify opportunities for business process and system alignment and optimization • Facilitate client need assessment, through user story collection, grooming, and prioritization • Favor declarative configuration with custom fields, objects, layouts, views, reports, dashboards, and automation • Support validation and user acceptance testing • Ensure data integrity, hygiene, and security • Provide documentation to empower client understanding and ownership of their system • Facilitate the selection and implement third-party solutions and applications as needed • Translate client business requirements into well-architected solutions that best leverage the platforms, products, and applications • Lead data mapping efforts during solution design and implementation phases, ensuring data integrity and usability across systems • Provide on project mentorship for Jnr Consultants and new hires • Assist Sales and Services Teams in preparing estimates for implementation, providing detailed level of effort estimates for proposed solutions and Alert Client Success of new opportunities as identified • Stay up to date on Salesforce best practice, ecosystem trends, and product releases • Advise and train clients on product enhancements, new functionality, and adoption opportunities

• Guide the development and quality of Idealist Consulting’s AI for Nonprofits services through the selection of platforms, products, and integrated applications for solution implementation • Research, evaluate, and report back on new AI products, releases, and agentic capabilities • Steer scoping and other pre-sales processes as Solution Architect • Serve as Idealist Consulting’s primary delivery contact with the Anthropic Partnership contacts and advise on joint go-to-market initiatives and co-development of nonprofit use cases • Define and refine best practices within the AI for Nonprofits industry specialization • Collaborate with Director of Service Delivery on AI implementation methodology and process documentation in the Idealist Way • Champion responsible AI principles including transparency, data privacy, bias mitigation, and ethical use • Develop standards for AI proof-of-concept (POC) and minimum viable product (MVP) evaluation in collaboration with clients and internal teams • Provide mentorship for Consultants within the AI for Nonprofits industry specialization • Contribute to performance reviews, talent development, and training efforts • Assure service quality through project audits and common practice assessments • Contribute to industry thought leadership and innovation • Represent the company at industry events • Lead project teams and Solution Architecture in the Idealist Way on assigned projects (50% utilization)

• Support data migration from various other fundraising systems/data sources into Salesforce • Refine technical details of project requirements as related to source data structures and data sets in cooperation with project managers • Drive data mapping process, including inventory of data objects/fields and mapping of source to target data points in collaboration with client • Support data cleaning efforts per client requirements • Determine appropriate tools for data transformation and import based on data complexity and volume • Support Lead Data Migration Specialist on enterprise-level projects • Stay up to date on industry standards and ecosystem best practices • Support research for new data migration and ETL tools • Keep an eye on process improvement for clients and internal processes

• Guide full project life cycle from requirements gathering to solution design and development, testing, and deployment • Steering complex Enterprise-level implementations through various stages of development and deployment. • Support translation of client needs into technical requirements • Join and lead client-facing discovery sessions. • Maintain and update Story Navigator as the central repository of project configuration, design, documentation, and user feedback • Assist in quality testing prior to user testing • Create and actively manage implementation schedules, project deliverables and milestones to ensure effective completion of project milestones, control project scope and mitigate risks. • Coordinate client and Idealist Consulting project team meetings and communications, utilizing prescribed project management tools and platform to ensure continuity in communication and project quality • Produce quality project deliverables, including kickoff presentations, project plans, status reports, budget burn reports, client requirements, design documentation, and deployment plans • Work closely with client project team to identify, nurture, and guide client team • Collaborate with Client Success Team and Service Delivery management as needed to resolve project or client communication roadblocks • Proactively manage multiple, concurrent projects