Bethel University

CRM Administrator

Posted Date 1 week ago(2/13/2018 2:54 PM)
ID
2018-1138
Position Number
ITF087
# of Openings
1
Category
Info Technology Services
Type
Full-Time
FLSA Status
Exempt
Months per year
12
Benefit Eligible
Benefit Eligible

Job Summary

Responsible for the administration, implementation, adoption and coordinated support of the CRM tool which enables the Enrollment Management strategies, workflow and processes.

 

Responsibilities

CRM administration:

  • Administer user setup, permissions and security based on Bethel University ITS polices, user requirements and industry best practices
  • Maintain and develop best practices for CRM administration. When appropriate, delegate tasks to resources in Enrollment Management
  • Create and deliver training for new users, refresher training and new enhancements to enable effective use of the CRM tool and self-administration as appropriate
  • Maintain up-to-date system documentation
  • Assess impacts of regular CRM software updates against Bethel Universities CRM installation, assess new solutions from vendors, and application exchanges and maintain a working knowledge of the CRM industry
  • Collaborate with ITS Leadership in the development and maintenance of a CRM implementation roadmap. 
  • Provide installation, support and trouble-shooting for tools that integrate and enhance CRM solution (e.g. Carlysle Delivers, Conga, etc)

CRM Enhancement

  • Design and administer the CRM tool to support the enablement of Enrollment Management business and related requirements
  • Maintain and enhance CRM (using “clicks” not “code”) to support Enrollment Management functions through fields, page layouts, workflow rules, customization, reports, dashboards, etc; 

Project Management:

  • Participate in Enrollment Management work intake process
  • Prioritize, complete and/or assign work and oversee completion of requests from Enrollment Management, ITS, Marketing and other CRM stakeholders
  • Track and report work from ideation to completion
  • Communicate status with multiple stakeholders including Bethel and vendor resources

Business/Systems Analysis

  • Regularly analyze business requirements, process and CRM current and future capabilities for improvements and enhancements.
  • Support the enrollment division directors to manage, maintain and communicate business objectives, processes and requirements that are enabled through the CRM tool: including: requirements, system documentation, and change log
  • Maintain and grow working relationship with various partners and stakeholders required to deliver the Enrollment Management CRM solution 

Required Skills

• Demonstrated ability to build relationships and work collaboratively through organizational knowledge and culture awareness
• Excellent communication and presentation skills: with the ability to translate business needs into CRM deliverables and vis versa
• Keen ability to represent the voice of the customer/end user experience while balancing competing demands from internal CRM customers
• Analytically minded with the ability to clearly and consistently document requested changes and or customizations with the desire to share this knowledge with others and build this skill set within the organization
• Project Management and organizational skills with experience in prioritizing, tracking, and completing tasks; effectively managing multiple deadlines; communicating status and escalating issues as appropriate.
• Proficient with Microsoft Office Suite and Visio
• Experience with relational databases preferably with student information systems and data integration tools
• Detail-oriented and a creative, resourceful problem-solver.
• Innovative and eager to learn and share new ideas and approaches

Required Experience

3+ year’s business process development experience with increasing levels of responsibility and accomplishments in project management, process or similar responsibilities. Operational and data management experience strongly preferred, specifically within higher education, admissions and recruiting. Experience working with Salesforce and Saleforce administration strongly preferred. Salesforce Administrator Certification a plus.

Required Education

Bachelor’s degree required; preferably in IT, organizational development or business related fields.

Additional Information

Can function in a busy environment with many potential interruptions. Must be able to work in a sitting position at a computer for extended periods of time.

1.00 FTE/12 month position.

 

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