Skip to main content

This job has expired

Director, CRM and Engagement Services

Employer
Smith College
Location
Northampton, Massachusetts

View more

Job Details

Job Description DUTIES AND RESPONSIBILITIES:

 

Adapt best practice program and project management methodologies to enable the Enterprise CRM team in reliably delivering high-quality solutions to College stakeholders and client partners. Oversee advanced technical support for Salesforce.com-related services and other administrative systems services. Design technical end-to-end solutions for business processes using the designated CRM platform(s); leverage native out-of-the-box CRM functionality whenever possible.

 

 

 

Manage CRM-related vendors, contracts, and relationships that focus on service delivery support, upgrades, maintenance, training/development, projects, enhancements, API and integrated programs and networks, and cloud services support specific to the CRM system. Serve as the main point of contact for vendor during phased CRM implementations.

 

 

 

Responsible for ongoing service and performance management of CRM team, and its project and change management approaches, including development and maintenance of team capacity and adequate training, reference materials, reporting tools, stakeholder communications, and release notes for the CRM including planning for any upcoming requests. Lead CRM team responsible for all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.

 

Partner with Smith College ITS Training Team to develop CRM training curricula. Develop and deliver training content when applicable.

 

 

 

Responsible for front and back-end solution architecture, development and release management strategies, and change management. Ensure all development work such as design implementation, whether managed internally or by service provider, follows established standards, processes, application guidelines and technical architecture.

 

 

 

Manage software updates by researching key changes, recommending implementation decisions, collaborating with other technical and functional staff in the development and implementation of test plans and customized documentation.

 

 

 

Complete professional development and maintain certifications related to scope of duties. Remain abreast of new technologies and best practices, generally as well as in relation to higher education.

 

 

 

Elicit customer requirements, analyze business and technical processes, provide technical support and guidance, facilitate problem identification and solutions, and establish guidelines and standards for new campus applications/services.

 

 

 

 

 

MINIMUM QUALIFICATIONS:

 

Minimum Requirements: Bachelor's Degree from an accredited institution in computer science, computer information systems, or related field plus four years of working experience in Salesforce and related applications including but not limited to, Community Cloud, Sales Cloud, Marketing Cloud, cVent, and Github or an equivalent combination of education/experience.

 

 

 

Skills: Demonstrated success managing large aspects of an enterprise CRM. Demonstrated successful experience managing a team. Personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting. Ability to appropriately interact with college-wide information technologists and campus partners, including faculty, staff, students, and alumnae. Ability to work independently and be proactive to ensure proper availability of systems/services. Knowledge of current project management best practices (lean/agile methodologies preferred). Strong facilitation and negotiation skills. Ability to communicate effectively and establish credibility with leadership. Experience working in a higher education, academic environment.

 

 

 

Preferred: Salesforce.com certification, including administrative certification (ADM201 and ADM211) and/or Sales Cloud/Service Cloud consulting certification. Experience facilitating business process redesign and process improvement. Experience with event management platform implementation and service operations. Salesforce.com Communities experience. A record of success in improving processes and adoption of a CRM solution and related technology services.

 

 

 

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.

 

 

Please attach/upload a current resume and cover letter in order for your application to be considered for this position.

 

Review of applications will begin

April 12, 2019

 

Organization

Working at Smith College 

Founded in 1871, Smith College is the nation's largest liberal arts college for women. The reputation of the College as one of the finest in the country holds strong because of the dedicated work of our staff, faculty, and administration. We are a diverse group bringing to our community different talents, perspectives, and experiences. Our strength arises from this diversity and is sustained by a community value of providing an outstanding educational environment for our nearly 2,700 students. Smith College is located in Northampton, a lively town of 30,000 in the Connecticut River valley of western Massachusetts.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert