CRM Operations Coordinator

CRM Operations Coordinator - 29234 University Staff 

Description 
Who We Are:

 

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration.

University Information Services (UIS) provides technical services and enterprise applications to the University of Colorado's (CU) four campuses and the Office of the President. UIS is committed to excellence in customer service, technical expertise, and the development of enterprise applications responsible for supporting CU's students, faculty, staff, and others.

Position Summary:

The CRM (Constituent Relationship Management) team, housed in University Information Services (UIS) at the CU System, aims to provide an efficient and robust set of Salesforce focused applications to effectively engage constituents across all four CU Campuses (Anschutz, Boulder, Colorado Springs, and Denver), the System Office, and Advancement. Existing CRM implementations provide support for multiple initiatives including recruitment and admissions, student success and academic advising, electronic communication, event registration and management, and more. The team consists of professionals who span multiple areas of expertise including assessment, technical builds, marketing strategy, creative services, and web design.

 

The CRM Operations Coordinator provides tier two support to customers utilizing CRM technology in University Information Services (UIS). Customers in this space span all four of CU's campuses as well as system-based efforts in advancement and the Office of the President. The person in this role will provide support for various applications including Salesforce, Marketing Cloud, Pardot, Cvent, and other related tools. As a tier two support professional, this member of the CRM team will build and maintain positive relationships with tier one support teams on the campuses and ensure a customer-first approach to daily interactions.

Each of UIS' CRM implementation relies on standardized processes and procedures that exist in tandem with ongoing user training and enablement. The CRM Digital Engagement Administrator will work closely with other team members to build a deep understanding of the services provided and will possess an ability and desire to ensure customer success. This focus will include resolution of support tickets and general troubleshooting and promotion of best practices and processes to ensure continuity of services and a goal-focused approach to daily activities. The person in this role will also conduct regular process audits to ensure compliance with CU's policies and procedures and federal CAN-SPAM regulations.

In addition to providing day-to-day end user support, the person in this role will also have an opportunity to directly support users through build-for-me work requests. These requests will entail many opportunities including email design, event registration, form creation, and creation/management of Salesforce reports and dashboards. The work of the CRM Administrator will directly inform user training and enablement and will focus on standardization of processes to ensure quick turnaround times that increase customer engagement against KPIs and overall strategy.

This position reports to the Interim Director of CRM and is exempt from the State of Colorado Classified Staff system.   

Where You Will Work:

This position has the ability to work remotely within the United States.

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties & Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

System-Wide CRM Support

• Serve as the primary point of contact for support requests from tier one support teams on the campuses
• Work to resolve support requests in accordance with existing information and associated deadlines
• Embrace opportunity to use support requests to inform training and enablement by directing users to existing resources that can address requests
• Communicate support request/ticket solutions to customers in a manner commensurate with the knowledge and skill level of the requestor
• Translate technical information to end users with varying levels of technical expertise
• Track support requests and collect data to inform training and enablement activities
• Assist with tier one support requests from the campuses when the primary support team is not available
• Provide support for build-for-me requests as needed, focusing on a template-based approach to streamline efforts and decrease turnaround time
• Process constituent information changes in conjunction with appropriate source system team
• Serve as the primary approver for CU fundraising events
• Complete routine tasks in Salesforce, Marketing Cloud, Cvent, and other tools including but not limited to email preference and subscriber management, and maintenance of existing reports and dashboards

User Auditing and Management

• Complete regular audits to encourage compliance with existing processes and best practices
• Conduct monthly audit of all CRM users to ensure compliance with access requirements
• Conduct annual audit of user Skillsoft training required for CRM access
• Assist with other user and training audits as requested to guide programming and outreach
• Participate in user acceptance testing (UAT) and process reviews for enhancements and rollouts

What We Offer:

Salary: The anticipated hiring range has been established at $53,000-$58,000.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click here to access a few more Perks and Programs

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

Additional taxable fringe benefits may be available.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/.

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications.  You must meet all minimum requirements listed at the time of application to be considered for this role.

• Bachelor's degree from an accredited institution of higher education, or equivalent professional experience (professional experience may be substituted for the educational requirement on a year-for-year basis) 
• One (1) year of experience in a technology service center role, which may include experience related to supporting technical requests and ticketing systems.

Preferred Qualifications:

• Bachelor's or post-baccalaureate degree from an accredited institution of higher education in business, management, marketing, information technology, computer science or administration.
• Two (2) years' of experience, as stated above.
• Experience working with or in government or an institution of higher education 
• Experience working with Salesforce, Marketing Cloud, Cvent, or similar applications

Knowledge, Skills, and Abilities:
To be successful in this position, employees will need to know the following:

• Ability to learn and apply new technologies 
• Analytical and problem-solving skills, including the ability to analyze data and trends in order to produce results
• Ability to communicate technical solutions to technical and non-technical users
• Ability to maintain a high level of service orientation, with the ability to be sensitive to the needs of users of all skill levels
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness 
• Knowledge of Accessibility, Universal Design, and/or User Experience Design standards and best practices 
• Ability to translate and explain technical concepts and vocabulary in common terms to non-technical audiences 
• Ability to prepare reports and briefings that can be understood by a variety of technical and non-technical audiences 
• Knowledge CRM processes and procedures in Salesforce, Marketing Cloud, Cvent, and other related tools

How to Apply:

For full consideration, please attach the following as separate documents to your application:

1. A cover letter identifying the job specific minimum qualifications you possess
2. A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.

Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached.

When to Apply:

For full consideration completed applications must be submitted by March 31, 2023.  Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu.
         Application Materials Required: Cover Letter, Resume/CV     

Job Category: Information Technology 

Primary Location: Denver Department: S0001 -- System Administration - 50119 - University InformationServices 

Schedule: Full-time 

Posting Date: Mar 17, 2023 

Unposting Date: Ongoing Posting Contact Name: System HR Posting Contact Email: SystemHR@cu.edu Position Number: 00790685

To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=29234&lang=en







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