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Senior CRM Administrator

3 months ago

Bethlehem, Pennsylvania, United States InsideHigherEd Full time
If you have any questions about the position or our application process, reach out to us at recruiting- Technology ServicesJob Description

Job Summary

Co-manage CRM (Salesforce) ecosystem projects, platform, and associated third party tools that enable robust functionality for event capabilities. Provide business analysis consultation and technical guidance on CRM ecosystem tools that support events.Partner directly with community members, Information Technology Services colleagues, and other stakeholders to document and scope user requirements;recommend solution options; design and configure new functionality; and administer system components as needed. Lead operations for events technology tools that are part of the overallCRM ecosystem. Lead the development and administration of Salesforce events use cases, with primary responsibility for consultation, documentation and testing across platform use cases.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

System Administration, Configuration and Implementation, including customer service (60%):

  • 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 events-related technology.
  • Architect common capabilities tied to events, appointments, document generation, and administrative tools and practices like rollups, testing, and documentation.
  • Explore and implement new features and functionality in the CRM ecosystem to support events and event-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.

Documentation, Testing, and Training(30%):

  • Document vision, goals, and strategies for new use cases of CRM.
  • Identify and document business requirements and processes, aligning business needs with established and emerging technical practices and CRM ecosystem capabilities.
  • Lead, standardize and provide regular review and improvement ofinternal CRM team quality assurance testing practices.
  • Organize testing sessions with team members, including facilitating internal team sprint testing, SIT and UAT sessions.
  • Facilitate focused user acceptance testing (UAT) and proof-of-concept activities; communicate findings to internal partners and stakeholder audiences; and drive successful implementation and adoption in user communities.
  • Create and maintain quality training materials to ensure successful user adoption and ongoing use,in alignment with departmental guidelines and practices.
  • Lead training and adoption activities for CRM ecosystem events-related functionalities and projects.
  • Create and maintain internal technology and administrative documentation in alignment with departmental guidelines and practices.

Department and Team duties: (10%):

  • Participate in business and technical meetings.
  • Ability to work independently and as a team.
  • Contribute to team meetings, project meetings, and planning activities.
  • Participate in ITS and Smith College activities.

All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

Bachelor's Degree from an accredited institution in computer science, computer information systems, or a related field, plus at least two (2) years of working experience in Salesforce and related applications including but not limited to, Sales Cloud, Community Cloud, and cVent or an equivalent combination of education/experience. Experience managing projectswith 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.

Experience working with individuals from diverse backgrounds.

Preferred Qualifications

Work experience in higher education, preferably in a higher education setting providing support, coordination, or direction as administrative staff.
Salesforce Administrator Certification
Experience administering Salesforce Sales Cloud, Communities Cloud, Service Cloud, cVent, and/or GitHub.
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.

Additional Information

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 BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application. You will NOT be able to attach additional files after you have hit the Submit button.Review of applications will beginMay 20, 2024Compensation Grade:Grade IPosition Type:RegularAbout Smith College

Located in Northampton, MA, Smith College is one of the largest women's colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at recruiting-

As set forth in our mission and values, Smith College is committed to promoting a culture of equity and inclusion among students, staff and faculty. The College will not discriminate in employment on the basis of age, race, color, ethnicity, national origin, creed, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, genetic information, age, veteran status, physical or mental disability, or any other classification protected by law. Smith College is an equal opportunity employer and complies with all state and federal laws that prohibit discrimination.