CRM Administrator & Marketing Lead

If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu .

Information Technology Services Job Description

Job Summary

Assist in implementation and coordination of project and operational support of the enterprise CRM and associated systems. The CRM Administrator will act independently or as a member of a team responsible for providing technical guidance concerning the business implications of the application of various systems. They will interface directly with customers, staff, IT colleagues, and other stakeholders to scope user requirements, recommend solution options, design and configure new functionality, and administer system components as needed. The CRM Administrator will also operate as the lead for marketing applications connected to Salesforce.

Essential Functions

System Administration, Configuration, Implementation and Documentation (50%):

• Participate in design, configuration, enhancement, and maintenance for CRM products, as assigned.
  
  
• Perform hands-on solution design, prototyping, and proofs-of-concept, as required.
  
  
• Administer Marketing Cloud and/or Pardot technology, including connections with Salesforce.
  
  
• Harness specific technology expertise in the areas of marketing, social, SMS, and advertising best practices.
  
  
• Administer other applicable third-party applications and connections with Salesforce.
  
  
• Support efforts related to the exploration and implementation of new features and functionality.
  
  
• Comply with established application lifecycle and release management process.
  
  
• Assist with the upkeep of data standards and integrity.
  
  
• Follow architectural and development guidelines and best practices.
  
  
• Contribute to documentation of solution architecture and technical details.
  
  
• Create reports and dashboards.
  
  

Documentation, Testing, and Training (20%):

• Document vision, goals, and strategies for new use cases of CRM.
  
  
• Identify and document business requirements and processes.
  
  
• Translate business requirements to system specifications using a structured requirements process (gathering, analyzing, documenting, and managing change).
  
  
• Identify and document testing criteria and testing scenarios.
  
  
• Perform Quality Assurance (QA) activities and provide feedback to CRM team members and consultants.
  
  
• Facilitate focused UAT or proof-of-concept activities, communicate findings, and help drive successful implementation and adoption.
  
  
• Create and maintain quality training materials to ensure successful ongoing adoption.
  
  
• Lead focused training and adoption activities.
  
  

Relationship Building and Customer Service: (20%):

• Build and foster meaningful relationships with customers.
  
  
• Participate in business and technical meetings.
  
  
• Gain approval of documented business needs, priority, and metrics of success.
  
  
• Represent the customer voice in internal team meetings.
  
  
• Provide clear, concise communication and predictable customer service.
  
  
• Provide assistance with client incidents and questions.
  
  

Operational and Team Duties (10%):

• Provide assistance to technical partners by ensuring the availability of appropriate resources, and when needed, assist developers in determining data design solutions.
  
  
• Assist in troubleshooting and resolving customer tickets and reported issues.
  
  
• Provide timely status updates to program leadership.
  
  
• Ability to work independently and as a team.
  
  
• Contribute to team meetings, project meetings, and planning activities.
  
  
• Participate in ITS and Smith College activities.
  
  

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

Bachelor’s Degree from an accredited institution in computer science, computer information systems, or a related field, plus at least two (2) years of working experience in Salesforce and related applications including but not limited to, Sales Cloud, Community Cloud, Marketing Cloud, and cVent or an equivalent combination of education/experience.

Preferred Qualifications

• Work experience in higher education, preferably in a higher education setting providing support, coordination, or direction as administrative staff.
  
  
• Salesforce Administrator Certification
  
  
• Marketing Cloud Email Specialist or Pardot Email Specialist Certification
  
  
• Experience administering Salesforce Sales Cloud, Communities Cloud, Service Cloud, Marketing Cloud, Pardot, cVent, and/or GitHub.
  
  
• Proven track record for being detail-oriented with a demonstrated ability to self-motivate and follow through on projects.
  
  
• Demonstrated aptitude for learning new technologies.
  
  
• Ability to effectively communicate technical concepts to other technical staff members as well as non-technical members of the organization.
  
  
• A record of success in improving processes and driving adoption of a CRM solution and related technology services.
  
  
• Ability to demonstrate a high degree of self-initiative and commitment to expand skills and expertise through a variety of methods, including self-study, working/mentoring with colleagues, and both internal and external training.
  
  
• Familiar with Agile Project Management is a plus.
  
  

Skills

Personal, organizational and communication skills necessary to provide excellent customer service in resolving technical issues in a higher education setting; including an ability to appropriately interact with college-wide information technologists and campus partners, including faculty, staff, students, and alumnae is necessary, and an ability to work independently to resolve issues.

Demonstrated commitment to advancing diversity and inclusion along with impeccable integrity and a reputation for a balanced, consultative approach.

Additional Information

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.

Please attach BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application. You will NOT be able to attach additional files after you have hit the Submit button.

Review of applications will begin

April 18, 2022

Compensation Grade:

Grade I

Position Type:

Regular

About Smith College

Located in Northampton, MA, Smith College is one of the largest women’s colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at recruiting-u@smith.edu .

Diversity and a culture of inclusion among students, staff, faculty, and administration are crucial to the mission and values of Smith College. We are an Affirmative Action/Equal Opportunity employer and do not discriminate on the basis of race, gender, age, color, religions, national origin, disability, sexual orientation, gender identity and expression or veteran status in the recruitment and employment of faculty and staff, and the operation of any of its programs and activities, as specified by all applicable laws and regulations. Women, minorities, veterans and individuals with disabilities are encouraged to apply.