Overview The Wisconsin Foundation and Alumni Association (WFAA)—the private fundraising and alumni relations organization for the University of Wisconsin–Madison—is seeking a CRM Product Lead to join the Advancement Business Solutions team! The CRM Product Lead provides strategic and functional leadership for WFAA’s Salesforce CRM ecosystem in close partnership with business and technical leaders. This role is accountable for maximizing business value and user impact by defining, prioritizing, and delivering CRM capabilities that advance organizational goals, align with the digital roadmap, and address enterprise‑wide needs through user‑centered, scalable, and outcome‑driven solutions. Serving as the primary bridge between business stakeholders and technical teams, the CRM Product Lead translates organizational priorities into clear product requirements and user stories. Working closely with Salesforce Admins, cross‑functional technology teams, and vendor partners in an Agile environment, this role owns functional direction and stakeholder alignment while ensuring solutions are feasible, maintainable, and aligned with platform standards and governance. Please note: We are open to hire this position to work remotely, with periodic travel to Madison expected throughout the year. Remote candidates must reside in one of the following states: Arizona, Colorado, Illinois, Iowa, Nebraska, New Mexico, New York, Texas, or Wisconsin. Who is WFAA? The Wisconsin Foundation and Alumni Association (WFAA) is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW–Madison. We provide important engagement opportunities to link UW–Madison alumni to each other and to their alma mater, building a strong community of Badgers. Diversity and Inclusion: Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive. Essential Functions Functional Product Leadership - Align CRM product capabilities with advancement and alumni engagement priorities, while identifying and recommending solutions that address challenges, support growth, and advance WFAA’s strategic goals. - Serve as a strategic advisor on Salesforce capabilities and impact by monitoring vendor roadmaps, industry best practices, and emerging technologies to drive innovative, future‑ready solutions. - Apply data-driven and analytical thinking to inform strategic decisions, justify investments and measure success. - Maintain awareness of how Salesforce data, reporting, and solutions impact donors, alumni, partners, and other constituents. - Demonstrate compassion and cultural responsiveness when designing and supporting solutions for diverse audiences. Product Design and Delivery - Collaborate with product leadership, technical teams, vendors, business partners, and the PMO to design and deliver initiatives aligned with organizational priorities. - Ensure timely, effective implementations that follow best practices and organizational and industry standards, supporting scalable and sustainable platform growth. - Conduct gap analyses of current processes to identify optimization and expansion opportunities, balancing quick wins with long term value. - Gather and translate business needs into user stories, functional requirements, and success criteria; own the product backlog and support implementation planning in an Agile environment. - Perform solution validation, system testing, and user experience health checks; design and support quality assurance and user acceptance testing (UAT) strategies to ensure reliability and usability. - Own functional documentation of product solutions. - Support accessibility compliance, security requirements, and data governance standards across the platform. - Enable successful adoption through change management, training, and ongoing user support in partnership with the Technical Training Manager and business leads. Qualifications Required Qualifications: - 2- or 4-year degree in a related technical or business field. - 5+ years of experience in product ownership, product management, business systems, or CRM leadership. - Demonstrated experience working in enterprise or complex Salesforce environments (multiple clouds, integrations, regulated data, or large user bases) - 5+ years of experience in higher education advancement, development, or related field OR any equivalent combination of experience and/or education from which comparable knowledge, skills, and abilities have been achieved. - Strong functional understanding of the Salesforce platform, including: - Core data model (objects, relationships, automation concepts) - At least one primary cloud (Sales, Service, Marketing, Experience, Nonprofit, etc.) - Reporting and dashboards - Experience with Agile/Scrum, including backlog ownership, user stories, acceptance criteria, and sprint ceremonies. - Proven ability to partner effectively with Salesforce Admins, technical teams, and business stakeholders to deliver solutions at scale. - Strong analytical, problem‑solving, and data‑analysis skills, including understanding data relationships and reporting needs. - Demonstrated ability to learn new technologies and stay current with Salesforce platform updates. - Working knowledge of human‑centered design to improve user experience. Other Qualifications: - Recommended Certifications: - Salesforce Certified Administrator, Salesforce Certified Business Analyst, or other Salesforce certifications aligned with skills for this role. - Certification as a Certified Scrum Product Owner (CSPO). - Skilled in managing, prioritizing and delivering multiple initiatives concurrently. - Collaborative, service‑oriented, adaptable, and comfortable driving change in cross‑team environments. - High integrity, professionalism, and commitment to confidentiality, with cultural awareness and compassion when working with diverse groups. At WFAA, we are dedicated to creating an inspiring, creative, and respectful work environment for our employees. We offer competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being. Click here to learn more about our employee benefits! The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (advanceuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.

• Portfolio Management and Customer Success: Manage a portfolio of customers with a focus on retention, engagement, and expansion, monitoring key metrics and proactively mitigating risks and identifying opportunities. • Onboarding (Implementation): Plan and lead the implementation process for new customers, including defining and aligning timelines, continuously tracking progress, and managing expectations. Configure the platform (setup) to ensure alignment with the customer's needs. Lead the onboarding and go-live processes, and train users through presentations and guidance on using the solution, ensuring effective adoption from the start. • Support and Customer Experience: Manage and resolve technical support tickets, ensuring speed, quality, and clear communication throughout the process. Coordinate with internal teams (such as Product and Engineering) to investigate and resolve issues, including creating and tracking technical requests (e.g., bugs). Keep customers continuously informed about the status of issues, ensuring transparency and trust. Develop and update support materials based on recurring requests, contributing to efficiency gains and increased customer autonomy. • Customer Success: Monitor and analyze customer satisfaction and success metrics (quantitative and qualitative), identifying risks and opportunities throughout the customer journey. Build and strengthen relationships with the customer base, acting consultatively and proactively. Plan and execute communications about new feature releases, and create trainings and materials that drive product adoption. Consolidate feedback and identify improvement opportunities, acting as a bridge between customers and internal teams to continuously evolve the solution. • Operational Efficiency, Automation and Process Management: Organize and prioritize the team's requests, contributing to the evolution of the Customer Success operation. Identify opportunities for automation and scaling of processes, leveraging tools and AI-based solutions to optimize support, communications, and data analysis. Support standardization of workflows, creation of playbooks, and continuous improvement of routines, promoting greater operational efficiency and a better customer experience.

Career with a heart! If you like helping people, and you want to feel supported in your work –– this is the opportunity for you. Every day, concerned people call the AlgaeCal helpline. They’ve just had bad news about their bones – and they’re scared they might break at any moment. But after talking with YOU, their fear will melt away. We call our Customer Care Representatives – Bone Health Consultants – and a typical day might include: - Acting as a knowledge base for customers inquiries with respect to our products and their bone health - Actively listening to customers and providing them with everything they need to make an informed decision about AlgaeCal. - Supporting our customers through a variety of mediums (email, phone). - Processing orders and returns for customers. - Helping customers understand the results of their DEXA bone scans. - Updating the records of customer interactions, processing customer accounts, and filing documents. So yes, you’ll need to enjoy administrative tasks to thrive in this role. - But most importantly, setting our customers up for MAXIMUM SUCCESS This opportunity is tailor-made for you if: You’ve got a solid customer service background. You are passionate about natural health. You are an expert at building a rapport with customers and devoted to helping people find that aha moment – where they go from despair to hope. You’re organized. You’re humble. You think critically and creatively. You love to support and inspire others. You don’t just accept feedback – you WANT feedback, because you’re hungry to be better than you were yesterday. You’re also a brilliant multi-tasker who can effortlessly shift between a variety of priorities. So if you want to work with some of the nicest people you’ll ever meet. And you want to feel good about making a difference in the world –– all while learning about natural health and working in a well organized and supportive workplace –– send us your resume. And BTW… some of our senior executives started out in this role –– so if you’ve got the talent, there’s no telling where this job might take you :) To best service our clients, our Customer Success Centre is open 7 days per week until 5pm PST. Work schedules consist of five consecutive days and will be tailored to meet the business's needs.  That said, we want to make your new role as conducive to your life and so your schedule will rarely change, however successful applicants must be flexible to work the needed fixed schedule.   - Example shift rotation: Saturday to Wednesday or Tuesday to Saturday. - This role requires availability for one weekend day. You’ll also enjoy the following benefits: - $55,000 starting salary with the opportunity to increase rapidly as training targets are met. - A generous healthcare package - Monthly team events and activities - Flexible Stat Holidays with the option to bank days for later use - Remote team building opportunities (Coffee Chats!) - Supported professional development and continued learning through training and coaching. And above all, you’ll join a team that you’ll never want to leave. Culture is everything to us. Yes, we work extremely hard to change as many people’s lives as possible. But we know how to have fun and reward ourselves too. You should know this… AlgaeCal is a hyper-growth company, which means that the role is always evolving as the company grows. We are not a typical ‘transactional’ thinking company. We are a heart-based company where people come first. In order to be successful here, you will need to have this mindset, work smart, hard, and embrace everything that is offered. If this sounds like a position for you, please respond to this advertisement with your resume and cover letter. This is an essential part of your application. We need to make sure you’re a good fit for our happy team - that’s why we’ll be paying close attention to your carefully written cover letter. Applications submitted without a resume and cover letter will be unsuccessful. Please, read carefully: 1. Write a cover letter addressing: - Why you're the best Customer Service Representative for this role. Give quantifiable examples of related achievements. - Describe why you fit perfectly with our values. Read them here: http://shorturl.at/lptFT - What's the toughest challenge you’ve ever overcome in your life? How did you overcome it? - What do you do for fun? 2. Explain what you’re doing now for a job: - If you don’t have one, explain why. - If you have one, explain why you’re looking elsewhere. 3. Upload your cover letter and resume: - Ensure that your cover letter and resume are saved and sent as one file. Click the “Apply Now” button on this page and upload your (1) cover letter (2) resume. *Important* AlgaeCal isn’t a boring run-of-the-mill company. So some of the questions in your online application might feel out of the ordinary. These questions are an essential part of your application. We need to make sure you’re a good fit for our happy team - that’s why we’ll be paying close attention to your answers. For more information about us, please visit our website.

• Guide customers on best practices for using the solutions, focusing on quick value realization and efficient adoption of the platform; • Conduct technical and functional training to standardize solution use across Higher Education Institutions (HEIs); • Monitor usage and contracted consumption (FTE), acting proactively on deviations and risks of low engagement; • Execute Customer Success playbooks, making proactive outreach to customers that present risks or strategic issues; • Diagnose root causes of risk, such as low usage, misalignment of value, or operational friction, and define clear action plans; • Work in a coordinated manner on at-risk accounts, prioritizing impact and scale; • Understand the context and business rules of HEIs to guide correct use of the solution; • Serve as a point of support for customer ideas and needs, evaluating feasibility and providing direction; • Track critical tickets with the support team, ensuring progress and proper resolution; • Communicate product roadmap and relevant improvements, aligning expectations with customers; • Lead workshops and group sessions to align objectives when applicable; • Support the support team in complex cases that require deeper customer context.