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Assistant Director of CRM (Salesforce)

Employer
University of Colorado Boulder
Location
Colorado, United States
Salary
Salary Not Specified
Date posted
Dec 5, 2022


Job Summary

Leeds Technology Services (LTS) invites applications for the Assistant Director of CRM (Salesforce)! LTS is a distributed IT group, housed in the Leeds School of Business, and provides support as the primary technology service provider to Leeds faculty, staff and students. We have a highly collaborative work environment with a strong emphasis placed on customer service. Our mission is to enhance, through technology, the effectiveness of individuals, divisions and departments, and to provide a robust learning and research environment with an exceptional student experience.

The Assistant Director has primary accountability for deployment, day-to-day delivery, support, and continual improvement of Leeds’ constituent relationship management (CRM) services. This position directly supervises a team responsible for deploying and supporting CRM services that are central to key School functions. This position makes day-to-day decisions regarding the implementation, on-going development, and support of the CRM Salesforce.com (SFDC), and is responsible for initiating, prioritizing, and managing work and projects vital to delivering a system that meets the needs of the School. The Assistant Director of CRM implements and follows relevant common service management processes relating to service support, operations, project management and analysis and participates in defining processes, especially where variations are needed to support school-wide services.

This role serves as a change advocate and innovator, quick learner and teacher, and results-focused creator of compelling technology roadmaps. With the support of their team, this role will seek out and synthesize IT and higher education trends to inform multi-year technology investment plans.

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

At Leeds, we have an unprecedented vantage point, and while we’re located at the foot of the Rocky Mountains, we’re not talking about the scenery. Set in the heart of Boulder, Colorado—one of the nation’s most vibrant business communities—Leeds offers unparalleled access to world-changing entrepreneurs, national research institutions and award-winning faculty!

What Your Key Responsibilities Will Be

Manage the Deployment and Operation of Leeds CRM Services
  • Directly engage with Leeds departments, divisions, and centers to assess needs and opportunities for CRM capabilities.
  • Partner with academic and administrative groups to understand current and future uses of CRM solutions to ensure collaboration and integration opportunities are identified and pursued.
  • As part of the Leeds Data Standards Committee (LDSC), work with School partners and leadership to develop deployment strategies/plans/priorities and the ongoing structure for governance/steering for CRM.
  • Represent the Leeds School of Business on campus committees related to data governance, analytics and strategy.
  • Serve as subject matter expert (SME) for Salesforce.com (SFDC) and integrated tools and processes and focus its efforts on being the primary support school-wide in the multi-phased implementation, training and daily administration of Salesforce.com as the chosen CRM, including all unilateral or bilateral integrations, including, but not limited to: the CU system-wide Oracle student information system (CU-SIS), survey tools (Qualtrics and Form Assembly), mentor/mentee CRM (Chronus), online appointment making and queue management system (E2E Advising, or similar), project management solution (Taskray), Elements.Cloud, Ebsta, Rollup Helper, Tableau CRM, Docusign for Salesforce, Mogli SMS, and mass email marketing (Marketing Cloud) and event management (Blackthorn, or similar) tools.
  • Supervise the management of CRM implementation and enhancement project(s) by ensuring requirements and success criteria are established, project schedules are being created and met or adjusted as appropriate and communicating with partners.
  • Work within LTS to ensure the CRM is deployed and operated as a sustainable service, adhering to service management practices and processes and facilitating changes as necessary.
  • Manage day-to-day service operations by effectively implementing common processes for service operations including incident management, problem management, and request fulfillment. Participate in the ongoing development of and apply processes for configuration management and organizational change. Work with Leeds process owners to ensure common LTS processes meet service needs.
Supervise Team of IT Professionals
  • Manage five full-time employees within LTS dedicated to CRM services as they support faculty, staff and students, and curriculum areas on existing applications and craft the Leeds Application Services strategic plan to ensure that it aligns with the greater Leeds Strategic plan. Write annual performance plan goals, evaluate and measure the employees based on their progress in meeting and exceeding the goals and coach them throughout each planning cycle.
Maintain Relationships and Service Level Performance of Vendors and Contractors
  • Research and select product(s) and/or contractor(s) on a project-by-project basis, including contract and service level agreement (SLA) negotiation, execution and delivery. Establish and maintain working relationships and shared expectations and performance agreements with service providers. Supervise Application Services-related resources via project assignments and duties in conjunction with Leeds applications. Oversee contracted help on an application-by-application basis.
Professional Development
  • Maintain proficiency, certifications, and acquire knowledge by reading trade journals, attending conferences, seminars and classes, participating in discussions with colleagues, peer institutions, and coordinating with vendors. Submit proposals for speaking opportunities at conferences and/or relevant events.
What You Should Know

This position offers a hybrid work modality and will work in the office for 1-2 days per week. There will be a very rare need to work nights/weekends for system upgrades that have to occur outside of business hours.

All University of Colorado Boulder employees are required to align with the campus COVID-19 vaccine requirement . New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.

What We Can Offer
  • The hiring range for this full-time position is $100,000 - $105,000 annually. Relocation assistance is available for eligible candidates.
Benefits

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Be Statements
Be collaborative. Be effective. Be Boulder.

What We Require
  • Bachelor’s Degree from an accredited institution or a combination of relevant education and/or experience may be substituted for the degree on a year-for-year basis.
  • 2 years of relevant experience.
What You Will Need
  • Ability to independently troubleshoot complex technical issues. Ability to excel in an independent work environment with comfort in raising issues and concerns.
  • Track record of quickly learning new technical components and ability to generalize standard methodologies from experience for use in a new environment.
  • Excellent communication skills and the ability to foster collaboration within the team and school.
  • Ability to explain complex issues and discuss potential solutions in non-technical terms.
  • Excellent interpersonal and organizational skills, and attention to detail. Ability to build rapport and influence various partners.
  • Confident to drive a strategic plan within the school and team.
  • Promotes creating an inclusive environment to reflect our values and vision at Leeds.
What We Would Like You To Have
  • Progressive expertise in CRM, customer experience and analytics processes and systems, particularly Salesforce.com (SFDC) Sales, Service and Education Cloud.
  • Experience as a project or program manager.
  • Experience managing and leading a team of employees.
  • Experience in higher education including demonstrated knowledge of higher education business practices such as student recruitment, advising and retention, and the associated systems and platforms.
  • Certifications: Salesforce Administrator, Salesforce App Platform Builder, Salesforce Education Cloud Consultant, Certified Scrum Product Owner (CSPO), Project Management, Database Management.
  • Experience effectively managing project teams that include individuals outside of a direct supervisory relationship.
Special Instructions

To apply, please submit the following materials:
  1. A current resume.
  2. A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.

You will not be asked to upload references at this time.

Please apply by December 18th, 2022 for consideration.

Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs .

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu


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