Lead CRM Solutions Analyst

1 week ago

Knoxville, Tennessee, United States InsideHigherEd Full time

Senior CRM Analyst - Digital Learning

The Digital Learning unit is dedicated to enhancing the educational experience for online learners through innovative solutions and technology. Our mission is to create scalable and effective strategies that improve accessibility and success for students engaged in online education.

The Senior CRM Analyst plays a pivotal role in advancing our objectives by spearheading the implementation and management of Salesforce platforms. This position entails comprehensive business analysis, oversight of solutions, configuration, development, and the execution of modifications within the Salesforce environment. The analyst will also explore emerging technologies related to Salesforce Education Cloud, Data Cloud, and Marketing Cloud, collaborating closely with various units, campus partners, and external vendors to ensure robust technical support.

Key Responsibilities:

Salesforce Administration:

  • Manage daily Salesforce operations, including user administration, system setup, data integrity, and ongoing maintenance.
  • Implement and oversee customizations within Salesforce, such as custom objects, workflows, and automation processes.
  • Create and maintain reports and dashboards to deliver actionable insights to stakeholders.
  • Diagnose and resolve Salesforce-related issues, working with end users and technical support as necessary.
  • Coordinate software release processes, including package creation and deployment execution.
  • Exercise significant discretion in decision-making to achieve objectives.
  • Serve as a subject matter expert in Salesforce, encompassing business process design, architecture, programming, and system integration.

Business Analysis:

  • Collaborate with stakeholders to identify business requirements and translate them into effective Salesforce solutions.
  • Conduct detailed business analysis to define needs, map processes, and suggest enhancements.
  • Engage with campus partners and vendors to assess enterprise solutions and determine the best course of action.
  • Lead initiatives aimed at optimizing business processes and enhancing user experiences.
  • Assist in the creation of training materials and documentation to promote system adoption.

Project Management:

  • Oversee Salesforce-related projects, ensuring alignment with departmental objectives and timelines.
  • Coordinate efforts with cross-functional teams to facilitate successful project delivery.
  • Track project progress, identify potential risks, and implement strategies to mitigate them.

Strategic Planning and Support:

  • Contribute to the formulation of Digital Learning strategies by providing insights based on Salesforce data.
  • Stay informed about Salesforce updates and industry best practices to enhance system utilization.
  • Act as a liaison between the Digital Learning unit and Salesforce support teams to communicate needs effectively.
  • Offer expert recommendations on Salesforce solutions, ensuring alignment with departmental goals.
  • Research and evaluate new Salesforce-related technologies.

Qualifications:

  • Bachelor's degree required.
  • Applicants must be authorized to work in the United States without sponsorship.

Preferred Experience:

  • Three or more years of relevant experience in CRM technologies.
  • Experience in a higher education environment.
  • Familiarity with ETL technologies.
  • Proficiency in Microsoft Office, particularly Excel.
  • Demonstrated ability to manage multiple projects effectively and meet deadlines.
  • Experience with complex data sets, including manipulation and analysis.

For full consideration, applicants must submit a letter of interest, resume, portfolio of work, and professional references.

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