CRM Coordinator

Schedule Information: To be determined; may include evening shifts

Hours per Week: 37.5

Benefits: Health, Dental, Life & Disability; Sick, Vacation & Holiday Pay; Personal Business; Harper Tuition Waiver; and Professional Expense

Work Conditions: Primarily indoor and sedentary in nature

Duties of Position: The coordinator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including: Marketing, Outreach, Customer Service, and our core program business processes. Responsible for coordinating the functional use, development, implementation, testing and maintenance of various software applications. The coordinator serves as the central technical point of contact and is responsible for reviewing, proposing, developing, troubleshooting and assisting departments to fully implement existing and future software. Responsible for the day-to-day configuration, support, maintenance and improvement of our CRM platform.

Daily administration and support of the CRM and related systems, including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations.

Creates and manages complex workflow rules and data validation.

Develops and creates customized reports and dashboards.

Ensures the overall quality of data by performing daily data quality control procedures, including review and completion of data change requests, checking and merging duplicate contacts, standardizing data and ensuring that the necessary data fields are populated according to college data standards.

Performs database maintenance including importing and exporting data, using data mining techniques and ensuring data integrity.

Trains new and existing users and grow the CRM skill set across the organization.

Develops, implements, maintains and communicates knowledge base frameworks, standards, procedures, tools and resources to meet the needs of users and customers.

Provides user support and troubleshoot issues when necessary.

Updates, maintains and documents training materials, department guidelines, system documentation on processes and best practices.

Keeps abreast of new CRM features and functionality and provide recommendations for process improvements.

Interprets and conduct user testing for all system changes, enhancements, upgrades, and patches, including Salesforce required maintenance and releases.

Manages the procedure, implementation, tracking and measurement of outreach campaigns in the CRM.

Identifies user needs and requirements, defines project scope, assesses and recommends vendors, complete detailed user requirements, prepare communication plans and complete project risk assessments and contingency plans.

Manages the work and relationship with our third-party vendors and testing system changes/development pre and post “go live.”

Defines and implements content management and authoring processes to ensure the appropriate quality of material developed or contributed to by content creators.

Maintains an ongoing knowledge of business operations in the college, functional relationships of data and transactional understanding.

Interfaces with all necessary campus departments (Admissions Outreach, CNSO, IT, One Stop, Testing, Workforce Solution, etc).

Works with our institutional management team to establish suitable processes to support administrative, development, and change management activities.

Performs related duties as assigned.

Educational Requirements: Bachelor's degree in Business, Communications, Marketing or other related fields.

Experience Requirements: A minimum of two years’ experience in CRM administration experience (preferably in a higher education setting). Experience with Banner, TargetX or other enrollment and/or CRM systems a plus. Proficiency in creating Salesforce profiles, allocating roles, and managing access. Knowledge of importing sales data and generating Salesforce reports. Knowledge of common project management methodologies. Experience in implementation, training and documentation preferred.

Application Review Date: Applications are accepted until the position is filled.

Requir ed Documents: ***A resume and cover letter are required to complete the application process***

* Official transcripts required upon hire
* Employment is contingent upon Criminal Background Check.
* Employment sponsorship is not available.

Harper College is an Equal Opportunity Employer. We strive to create an inclusive learning and working environment where individual differences and identities are respected, valued and embraced. We encourage women, people from historically underrepresented groups, individuals with disabilities and veterans to apply.

Advertised: June 27, 2022 Central Daylight Time
Applications close: