CRM Admin

2 weeks ago

Fort Lauderdale, United States EduServe LLC Full time
Job Description

JOB PURPOSE

The CRM Administration Analytics Manager brings Marketing, Enrollment, and Loyalty strategies to life on the CRM platform. Using automation, the CRM, conversion tools as well as reporting and analytics a HubSpot administrator implements and iterates on business processes to attract strangers into prospects, engage prospects into customers, and delight customers into promoters. He or she is responsible for aiding in adoption, improving existing processes, and deploying new business processes to improve KPIs and drive growth at CSUSA. The ideal candidate is a self-motivated, dynamic problem solver who is committed to learning and personal development and thrives in a self-starter environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Database Management, Administration, and Workflows

  • Have in-depth knowledge of the entire CRM platform (Currently HubSpot)
  • Understand all aspects of HubSpot configuration and technical/functional capabilities
  • Manage new user setups and deactivation, including transferring ownership of contacts/deals for deactivated users.
  • Understand and manage security settings for all users.
    • Build and manage dashboards, reports, layouts, process automation, and other configurable parts of the interface for end-users, and other capabilities including:
      • Properties
      • Roles and security
      • Flows and Process
      • Workflow Rules Approval Processes
      • Validation Rules
      • Custom Objects Configuration
      • Third-party integrations
    • Maintain a high-level familiarity with other internal systems/business application capabilities and scope definition to make recommendations about potential upstream/downstream integration or functionality intersection points.
    • Support the day-to-day running of the business within HubSpot, which includes interacting with business users and technology partners, in support of the HubSpot CRM environment.
    • Integration and management of third-party platforms (i.e. SMS vendors).
    • Promote and train HubSpot usage in our school, state, and national teams
    • Work closely with the organization's leadership to maintain Hubspot and other systems in alignment with the direction and mission of the company
    • Maintain Hubspot and relevant connected marketing technology systems to ensure fully optimized operation and performing at maximum efficiency
    • Regularly QA systems and integrations to ensure they are functioning properly
    • Manage and scrub data to ensure a clean, accurate database
    • Manage and support all marketing and enrollment related systems including translating business requirements into system adjustments, modifications, and configurations.
    • Manage and ensure accurate, functional integration between all enterprise databases including SIS, student registration systems, and other inter-dependent systems.
Marketing and Workflow Administration
  • Support Marketing's use of HubSpot, including assisting with mailing list generation/cleanup as needed and helping Marketing automate processes related to campaigns.
  • Coordination with marketing vendors for coordination with digital marketing campaigns including set-up, monitoring, and reporting
  • Conduct marketing and enrollment audits with recommendations
  • Use analysis to understand how to most effectively measure campaigns and other key metrics of the company
  • Develop and maintain lead scoring and provide recommendations for optimizations
  • Develop, deploy and maintain workflows and automation to drive enrollment
  • Digitally design and develop loyalty programs that leverage the HubSpot platform
  • Intimately understand segmentation and appropriately segment lists into relevant groups
  • Design and launch various campaigns based on parameters set by the marketing leadership
  • Research best practices, trends, and new technology to increase the effectiveness of digital marketing initiatives
Project Management, Business Analysis, Quality Assurance
  • Participate in system implementation projects including but not limited to: requirements gathering/tracing, documentation support, systems configurations, test documentation/execution, root cause analysis/tracing, and resolution.
  • Lead, monitor, and report on all HubSpot-related initiatives including documenting business cases, project objectives, success criteria, timeline, and other constraints to ensure on-time, successful completion of HubSpot-related or marketing and enrollment initiatives.
  • Ensure all projects meet success criteria by testing all improvements, processes, and procedures work as intended
  • Maintain updated system documentation and HubSpot policies/procedures on all system and process improvements YoY.
  • Interface with teams across the business including Marketing, Operations, Business, Governance, etc to facilitate business requirements and related duties
  • Prepare training documentation, resources, and conduct training and other supports to ensure staff can properly implement/utilize improvements
Reporting Analytics
  • Monitor, review, analyze and report on all marketing automation initiatives
  • Monitor, review, analyze to ensure accuracy and report on all relevant KPIs to stakeholders
  • Use appropriate data analysis techniques to conclude, from data, how to describe, predict, and improve business performance.
  • Understand and be able to properly different disciplines, such as computer programming, mathematics, and statistics, to help CSUSA make better business decisions.
  • Coordinate with IT to ensure that marketing and enrollment data is integrated as appropriate for use by other relevant stakeholders.
  • Provide custom reports, data, and metrics as needed for key executives
  • Create advanced reports and dashboard views for a variety of users throughout the network
**MAY PERFORM OTHER DUTIES AS ASSIGNED**

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

SKILLS AND KNOWLEDGE

  1. Demonstrates enthusiasm and commitment toward the job and the mission of the company; supports company's goals and strategic priorities.
  2. Works and interacts with staff and relates to individuals at all levels of the organization; relates to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.
  3. Demonstrated ability to lead people and get results through others.
  4. Think ahead and plan over a 1-2 year time span.
  5. Must be able to effectively respond to questions from employees, managers, and outside entities.
  6. Problem analysis and problem resolution at a functional level.
  7. Includes staff in planning, decision-making, facilitating, and process improvement; makes self available to staff; and develops subordinates' skills and encourages growth.
  8. Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness. Strives to research, evaluate and implement best practices.
  9. Ability to organize and manage multiple priorities; ability to work with large amounts of data, detect errors and prepare business reports.
  10. Models excellent interpersonal skills between all constituents: being courteous, professional, and helpful; demonstrates a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy.
  11. Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability in negotiating and influencing; great phone etiquette.
  12. Strong track record for analyzing complex problems/issues, identifying patterns, and recommending creative solutions.
  13. Proactive and takes initiative. Thinks creatively. Drives projects to completion. Insists on the highest level of quality.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Usual office working conditions.
PHYSICAL DEMANDS
  • No physical exertion is required.
  • Required to sit for long periods of time.
  • Travel within the CSUSA network of schools
  • Light work: Exerting up to 20 pounds of force occasionally, and/or up-to 10 pounds of force as frequently as needed to move objects.


TERMS OF EMPLOYMENT
Salary and benefits shall be paid consistent with CSUSA salary and benefit policy. Length of the work year and hours of employment shall be those established by Charter Schools USA.

FLSA OVERTIME CATEGORY
Job is exempt from the overtime provisions of the Fair Labor Standards Act.

EVALUATION
Performance will be evaluated in accordance with Charter Schools USA's policy.

DECLARATION
Human Resources retains the sole right and discretion to make changes to this job description. Any employee making changes unauthorized by the CEO or the Senior Director of Human Resources will be subject to disciplinary action up to and including termination.

JOB REQUIREMENTS
  1. A bachelor's or higher degree with an advanced degree preferred in Information Technology, Business Administration, Marketing, or Education or equivalent combination of education and/or experience
  2. Minimum of 4 years experience in CRM administration and/or business analysis with evidence of increasing responsibility.
  3. Relevant CRM certifications is a plus.
  4. Must have excellent interpersonal skills.
  5. Evidence of the practice of a high level of confidentiality.
  6. Excellent experience with Microsoft Office (Word, Excel, PowerPoint), demonstrated skills in database management.

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