SOS Kinderdorf International, Branch Office Skopje
Job Ad for Salesforce Support Coordinator
Location: Skopje
Reports to: Team Leader BA Salesforce CRM
Scope: Global role supporting Member Associations across 3+ continents
Job Description for Salesforce Support Coordinator
About the Role
We are looking for a Salesforce Support Coordinator to help drive the global development and optimisation of our Salesforce CRM platform, supporting more than 40 Member Associations and contributing to over €50M in annual income. In this role, you will act as the bridge between operational teams, technical experts, and implementation partners, ensuring high-quality requirements, harmonised fundraising processes, and smooth delivery of CRM enhancements.
Salesforce Support Coordinator contributing for the analysis, planning and monitoring the implementation, acceptance, documentation, release management and user-support.
Key Responsibilities
- Is responsible for understanding business processes within Member Associations (MAs) and documenting business requirements and processes in line with ALM standards.
- Analyses and documents MA integration requirements and coordinates and monitors integration activities in collaboration with third-party software providers (e.g. banking systems, online payment platforms, SMS and mass mailing service providers).
- Manages system change requests by analysing business needs, translating them into implementation-ready documentation, supporting the development team, and participating in testing activities.
- Coordinates and manages Salesforce Helpdesk ticketing, providing 2nd-level support and ensuring timely escalation and resolution of issues.
- Creates, maintains, and updates Salesforce solution documentation, including user manuals, support documentation, import templates, training materials, and FAQs.
- Handles minor user requests for system improvements throughout the full request-to-delivery process.
- Works closely with Salesforce Business Analyst, Product Owners, Product Advisors, Developers, Project Managers, payment service providers, and Member Associations to ensure effective solution delivery.
- Contributes to monitoring, reporting, and continuous improvement of CRM services and Salesforce solutions.
- Provides daily operational support to the Salesforce Business Analyst.
Your Profile
Education & Experience
- University degree at Bachelor level (BSc) or higher in Information Systems, Business Administration, Computer Science, or a related field.
- Minimum 3 years of experience in business sector, IT software support coordination, and CRM-related roles; experience with Salesforce CRM is an advantage.
- Proven experience in managing and coordinating IT/software support activities, delivering software trainings, and performing business analysis.
- Experience in international or federated organisations and working with intercultural teams is considered an asset.
Technical Skills
Essential – Advanced
- Business analysis skills including requirements engineering, process analysis, and functional documentation.
- Strong hands-on experience with CRM systems, preferably Salesforce (minimum 3 years).
- Experience using Jira for ticketing, task tracking, and collaboration.
- Creation of training and support materials (user manuals, presentations, FAQs, import templates).
- Solution-oriented mindset with a strong “can-do” approach.
- Analytical and proactive mindset with the ability to drive best practices and common processes.
- Efficient task prioritization and strong time-management skills.
Essential – Intermediate
- Experience in software solution testing processes (minimum 3 years).
- Understanding of system integrations and collaboration with external vendors (e.g. payment service providers).
Essential – Desired
- Understanding of fundraising and face-to-face (F2F) mechanisms and related business processes.
- Experience contributing to monitoring, reporting, and continuous CRM service improvements.
Languages
- English (C2) – essential for global coordination.
Competencies
- Demonstrates a strong analytical and solution-oriented mindset, enabling effective problem identification and resolution.
- Communicates clearly and confidently, ensuring strong coordination and alignment with diverse stakeholders.
- Works collaboratively and adapts easily across cultures, teams, and time zones.
- Is results-driven and innovative, continuously seeking opportunities to improve processes and solutions.
- Maintains a proactive, improvement-focused approach while balancing priorities and delivering high-quality outcomes.
Offer
- A diverse range of interesting tasks in a leading in NGO multicultural working environment.
- As a responsible employer SOS Children’s Villages International provide a range of training schemes and encourage educational enhancement.
- A salary that will be commensurate with experience and qualifications.
- One-year contract with the possibility of extension based on performance.
If you are interested in this position, please send your CV and Cover Letter to the following email address: [најави се за да го видиш е-маилот] . Please indicate “Salesforce Support Coordinator” in the subject line.
All applications will be processed with strict confidentiality. Only shortlisted candidates will be contacted for further interviews.
By applying for this position, you consent to the processing and storage of your CV and personal data in our candidate database for the purpose of recruitment and potential future opportunities. If you do not wish your application to be retained in our database, please indicate this clearly in your email.