CRM Administrator & Marketing Lead

CRM Administrator & Marketing Lead

Requirements

• 3-5 years of relevant experience.
• Bachelor’s Degree from an accredited institution in computer science, computer information systems, or a related field.
• At least two (2) years of working experience in Salesforce and related applications including but not limited to, Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud Account Engagement, or an equivalent combination of education/experience.
• Experience managing projects with non-technical clients and ensuring effective technical and functional collaboration across internal technical and external functional groups.
• Experience leading projects from inception to delivery to effective transition to ongoing management and support.

Responsibilities

• Lead design, configuration, enhancement, and maintenance for CRM ecosystem functionality for events.
• Perform hands-on solution design, prototyping, and proofs-of-concept of CRM ecosystem tools to address campus business needs.
• Administer applicable third-party applications and connections with Salesforce, including Marketing Cloud Account Engagement, Mogli SMS, and other related apps.
• Architect common capabilities tied to marketing and administrative tools and practices like rollups, testing, and documentation.
• Explore and implement new features and functionality in the CRM ecosystem to support marketing-related business needs.
• Follow established ITS and CRM-specific application lifecycle and release management processes.
• Administer CRM ecosystem tools and projects in alignment with campus data standards and integrity practices.
• Create architectural guidelines and best practices for CRM ecosystem tools in the events domain.
• Build and foster meaningful relationships with users and functional leads in partner offices and teams.
• Troubleshoot and resolve customer tickets and reported issues.
• Represent the user voice and use cases in internal team meetings.
• Provide clear, concise communication and predictable customer service.
• Document vision, goals, and strategies for new use cases of CRM.
• Identify and document business requirements and processes.
• Translate business requirements to system specifications using a structured requirements process (gathering, analyzing, documenting, and managing change).
• Identify and document testing criteria and testing scenarios.
• Perform Quality Assurance (QA) activities and provide feedback to CRM team members and consultants.
• Facilitate focused UAT or proof-of-concept activities, communicate findings, and help drive successful implementation and adoption.
• Create and maintain quality training materials to ensure successful ongoing adoption.
• Lead focused training and adoption activities.
• Build and foster meaningful relationships with customers.
• Participate in business and technical meetings.
• Gain approval of documented business needs, priority, and metrics of success.
• Represent the customer voice in internal team meetings.
• Provide clear, concise communication and predictable customer service.
• Provide assistance with client incidents and questions.
• Provide assistance to technical partners by ensuring the availability of appropriate resources, and when needed, assist developers in determining data design solutions.
• Assist in troubleshooting and resolving customer tickets and reported issues.
• Provide timely status updates to program leadership.
• Ability to work independently and as a team.
• Contribute to team meetings, project meetings, and planning activities.
• Participate in ITS and Smith College activities.

Preferred Qualifications

• Work experience in higher education, preferably in a higher education setting providing support, coordination, or direction as administrative staff.
• Salesforce Administrator Certification.
• Marketing Cloud Email Specialist or Pardot Email Specialist Certification.
• Experience administering Salesforce Sales Cloud, Experience Cloud, Service Cloud, Marketing Cloud Account Engagement.
• Proven track record for being detail-oriented with a demonstrated ability to self-motivate and follow through on projects.
• Demonstrated aptitude for learning new technologies.
• Ability to effectively communicate technical concepts to other technical staff members as well as non-technical members of the organization.
• A record of success in improving processes and driving adoption of a CRM solution and related technology services.
• Ability to demonstrate a high degree of self-initiative and commitment to expand skills and expertise through a variety of methods, including self-study, working/mentoring with colleagues, and both internal and external training.
• Familiar with Agile Project Management is a plus.