Salesforce Analyst

Who we are: 

CIEE is a non-profit study abroad and intercultural exchange organization that transforms lives and builds bridges between individuals and nations through study abroad and international exchange experiences that help people develop skills for living in a globally interdependent and multi-cultural world.

Why work with us:  

• You will change the world. CIEE builds bridges between people, countries, and cultures. We help young people participate in high-quality international exchange and study abroad programs that bring the world together. We change lives, our alumni change the world. Be part of the change!
• You will receive a competitive total rewards package. CIEE provides all employees with exceptional benefits offerings that increase total compensation by up to 25%. Our top-tier benefits include:

• Paid time off and Parental leave
• Gym Reimbursement Program
• Employee Assistance Program
• Short-term & Long-term Disability
• 6 floating Fridays (based on our eligibility rules)
• CIEE Study Abroad and TEFL Program discounts
• 403(b) Retirement Plan with employer contribution
• Insurance Coverage (life, travel, medical, dental, and vision) 
• Flexible Spending Accounts/Health Savings Accounts (medical and dependent)
• Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)
  

• You will be part of a fast-paced, international, diverse, and collaborative team of professionals. CIEE operates the largest nonprofit network of study-abroad locations, with facilities and staff in 29 countries. Additionally, we help international participants from over 140 countries come to the USA each year.  Committed to excellence and solving whatever problem the world throws at them, CIEE professionals work on international teams and are dedicated to advancing our 77-year-old mission to make the world a more peaceful place.

Who you are: 

The Salesforce Support Analyst plays a critical role in supporting CIEE’s use of Salesforce to manage participant, partner, and program data across our global study abroad and exchange initiatives. As part of the Salesforce team, the analyst provides first-level support, troubleshooting, reporting, and configuration assistance to ensure that business users can work effectively and efficiently. This role bridges technical understanding and mission-driven service, helping internal teams use Salesforce to deliver exceptional experiences to participants, partners, host families, and institutional stakeholders.

What you’ll do: 

• Provide responsive, clear, patient, and user-friendly support to users across departments such as Sales, Admissions, Enrollment, Program Operations, Health, Safety and Security, Participant Services and Institutional Relations using Jira.
• Troubleshoot and resolve user issues involving permissions, page layouts, reports, and automated processes related to student and partner workflows.
• Support onboarding and training of new staff on Salesforce tools, with a focus on how CRM supports our educational mission and compliance standards.
• Maintain user profiles, permission sets, queues, and other user access configurations aligned with data security and FERPA/GDPR compliance.
• Assist with data imports and exports, ensuring accuracy of participant records, program information, and related business data.
• Help build and maintain reports and dashboards that support recruitment, program operations, and partner engagement teams.
• Coordinate with Salesforce Admins and Product Managers within our Scrum teams to escalate complex issues and test new features or enhancements and support iterative delivery in an Agile environment.
• Assist Salesforce Admins with testing new features and enhancements to ensure functionality, user experience, and alignment with business requirements.
• Support ongoing user adoption by contributing to documentation and knowledge base articles for internal users.
• Help facilitate training on new features, conduct training assessments to identify areas of improvement, and maintain training resources.

What you’ll bring:

• Bachelor's degree.
• 2+ years of experience in a Salesforce support, analyst, or help desk role—preferably in a nonprofit, education, or mission-driven organization.
• Familiarity with Salesforce core CRM functionality (Lightning Experience, reports, dashboards, permission management).
• Strong problem-solving skills and attention to detail, especially in maintaining data integrity and supporting time-sensitive program cycles.
• Excellent communication and interpersonal skills, with an ability to support non-technical users compassionately and clearly.
• Understanding of student life cycle or program management systems in higher education, exchange, or study abroad a plus.
• Salesforce Administrator Certification (ADM-201) preferred or a strong desire to pursue certification within the first year.

Preferred Skills:

• Experience with Salesforce Sales and Service Cloud.
• Familiarity with data privacy requirements such as FERPA and GDPR.
• Exposure to integrated Salesforce tools used in nonprofits (e.g, Marketo, DocuSign, Twilio, Five9).
• Experience with global program operations or multilingual environments is a plus.

CIEE believes that professionals with varied backgrounds bring unique approaches and ideas to solving problems and advancing our mission to bring the world together. Qualified candidates from underrepresented groups are strongly encouraged to apply.

Due to federal regulations a background and reference check will be conducted as a condition of employment.