Customer Relationship Management (CRM) Administrator

Customer Relationship Management (CRM) Administrator
District Office

City Colleges of Chicago (CCC) is made up of seven colleges, the largest community college system in Illinois and one of the largest nationally. We provide more than 80,000 students each year access to a quality, affordable education. CCC supports students in meeting their goals – whether that is pursuit of a credential to head into or advance in the workforce, an associate degree with the intention to transfer to a four-year college, free GED or ESL courses, or continuing education. CCC seeks candidates committed to our students' success and offers a unique opportunity for faculty and staff to have a lasting impact in our students' lives. The Office of Information Technology (OIT) supports student success by providing a reliable and innovative technology environment for students, faculty, and staff to improve teaching, learning, and support operations. OIT is comprised of five departments: Web Services & Academic Technologies, Enterprise Applications, Business Intelligence & Data Analytics, Information Security, and Infrastructure & Service Delivery.

PRIMARY OBJECTIVE
Reporting directly to the Executive Director, Web and Academic Technology, the Customer Relationship Management (CRM) Administrator ensures that CCC utilizes our CRM and related technologies to maximize institutional effectiveness, achieve recruitment and retention goals, and drive a superb customer experience. This position, which will have a critical impact upon the organization, calls for a range of technical, organizational, analytic, strategic, and communication skills.

ESSENTIAL DUTIES

• Provides day-to-day leadership to ensure continuous improvement of utilization, adoption, and effectiveness of CCC's CRM. %5C
• Supports users in adoption of CRM platform, ensuring that the CRM is fully incorporated into department workflows and that there are no “shadow systems.”
• Creates workflows to automate routine CRM based tasks and streamline business operations
• Participates in key strategic events and meetings as required to drive CRM strategy.
• Keeps a keen eye on the impact of customizations and enhancements against total cost of ownership.
• Creates and/or assigns proper security roles to fit new user types.
• Communicates best practices and tips to drive user adoption and effectiveness.
• Works closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes throughout the organization, including: Enrollment, Recruitment, Fundraising, Marketing, Outreach, Alumni Management and other core business areas.
• Develops, deploys, publishes and ensures action orientation for dashboards and reports.
• Enforces data quality controls.
• Completes and/or monitors bulk updates to correct data issues.
• Creates quality assurance test cases for functionality and data enhancements, manages the quality assurance testing and verifies results.
• Trains both new and existing users as the system continues to grow and evolve.
• Completes regular internal system audits.
• Provides input on the selection of 3rd party tools which extend the functionality of the CRM.

REPORTING RELATIONSHIPS
Reports To Executive Director, Web and Academic Technology
Direct Supervision None

Qualifications :

• Bachelor's degree from an accredited college or university.
• Three to five years of experience using Customer Relationship Management to streamline business operations. Previous experience in higher education preferred.
• Previous administrative experience with Salesforce, Oracle, Microsoft, or other enterprise CRM platforms.
• Previous experience with enterprise email systems/marketing platforms preferred.
• Previous experience in an end-user technical support role.
• Previous experience in marketing or sales; knowledge of marketing and sales processes and workflows.
• Ability to drive a proactive implementation strategy to ensure the success of a multi-phase implementation while adapting to changing needs of the organization.
• Robust understanding of how business requirements translate to automated work-flows.
• Demonstrated ability to work with stakeholders across an organization to develop requirements, obtain necessary sign-off, and translate into functional and/or technical specs for the appropriate development team.
• Ability to be process-oriented while paying close attention to details.
• Ability to work with people of varying technical skills from all levels of the organization and to be the go-to person for users.
• Knowledge of CSS, HTML, front-end design, and/or UX design.
• Strong computer skills, especially Microsoft Office (Word, Excel, PowerPoint).
• Strong project management, data management, and training and support skills.
• Exceptional written and verbal communication skills.
• Excellent interpersonal as well as analytical skills.
• Solid business acumen, management, and problem-solving skills.
• Effective time management, organization, and leadership skills.

Chicago residency is required for all full-time employees within 6 months of hire.

We are an equal opportunity and affirmative action employer.

Thank you for your interest in City Colleges of Chicago.