Customer Relationship Management (CRM) Administrator
Job Title: Customer Relationship Management (CRM) Administrator
Job ID: 24180
Full/Part Time: Full Time
Job Code: 0420
Department: Marketing & Communications IES
About the Position
The College of International and Extended Studies (CIES) offers programs dedicated to Access, International Programs, and Innovation. CIES' programs provide access to San José State University courses, degrees and certificates for students in Silicon Valley and from around the world.
Reporting to the Senior Director of Marketing, Communications, and Outreach and receiving work lead direction from the Web and Data Specialist, the CRM (Customer Relationship Management) Administrator is responsible for assisting in the development and maintenance of the CRM and third party applications/add-ons for the College of International and Extended Studies (CIES) in support of its outreach and programs.
This position works on day-to-day CRM related tasks, as well as long-term planning and strategy in CRM improvement. The CRM Administrator is largely responsible for the maintenance of CIES CRM, ensuring data quality, and end user support. This position assists with the configuration of the CRM modules, workflow, forms, fields, views, reports, and dashboards and the daily maintenance of the CRM for CIES.
Essential functions include, but are not limited to the following:
1. CRM Administration and Support
a. Assist in gathering, identifying, and analyzing program needs to incorporate them into the CRM software.
b. Evaluate and configure CRM system, and create process documentation and data directory for CRM.
c. Setup CRM architecture, and integration of SJSU databases for automated processes and applications.
d. Develop and implement functional tests for customized fields and objects, and maintain CRM for daily usage.
2. User Support
a. Create detailed end user documentation and resources for internal and external staff.
b. Provide technical support to end users, diagnosing and resolving problems.
3. Marketing Automation Setup
a. Assist in the setup of inquiry form and lead and case assignments
b. Configure and maintain the automated communication in various mediums