Senior Director of CRM Systems

This is a Full-Time Administrative position at grade 217, with an annual salary range of $98,312 to $115,000. The salary offer will be based on education and experience, in alignment with the College’s compensation philosophy and the current Collective Bargaining Agreement (CBA), if applicable.  

Benefits:

• Medical, Dental, Vision Insurance
• Life and Long-Term Disability Insurance
• Flexible Spending Account (FSA, DCA, Commuter)
• Retirement Plans (Pension, 457b, 403b)
• Time Off with Pay
• Professional Development/Expense
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Sick Banks

• Bachelor’s degree in computer science, business or related field, or an equivalent combination of education and experience.
• Salesforce Certified Platform Administrator or Salesforce Certified Platform Developer.
• Minimum of 7 years of managing and leading the work of an information technology (IT) staff, preferably in a CRM role
• Minimum of 5 years demonstrated expertise of Salesforce administration, configuration, customization and customer support.
• Experience with integrating applications such as APEX/Valence, Calendly, Blackthorn Events Management, Twilio and Marketing Cloud with the CRM preferred
• Experience working with programming languages and relational databases
• Experience with integrations between the CRM and the ERP

• Master’s degree
• Additional certifications as in Salesforce Certified Marketing Cloud Engagement Administrator or Developer
• Experience with Ellucian Colleague and Ellucian Ethos

1. CRM Leadership & Oversight:
Assume overall responsibility for the institutional CRM and its integrations (e.g., Salesforce).
Provide leadership and mentorship to the CRM Operations department to streamline and automate processes and workflows.
Deliver vision and oversight for CRM solutions from inception through implementation and ongoing support.

2. Technical Support & Issue Resolution:
Provide technical support for CRM and related systems.
Troubleshoot and resolve Salesforce and integration issues identified through system reviews or reported by functional departments.
Collaborate with software/service providers, users, and IT teams to resolve issues.
Work with analyst teams on Colleague data needs and with Application Development on integrations through Ellucian Ethos and Colleague.
Communicate timely updates on resolution steps to stakeholders.

3. Strategic Planning:
Develop, execute, and maintain a comprehensive CRM operational plan aligned with ECC’s strategic goals.
Collaborate with functional and IT departments on planning activities.
Consider Ellucian CRM Advise in strategic planning and provide recommendations for enhancements.

4. Project Management:
Serve as project manager for CRM Operations projects of all sizes.
Lead, manage, and direct work for CRM-related initiatives.
Provide timely feedback on project status through reports, emails, meetings, and departmental updates.

5. System Updates & Standards:
Create standards for processing CRM updates.
Review upgrades for Salesforce modules and other supported systems.
Coordinate work with CRM Operations, Application Development, analyst teams, and functional departments.
Identify risks, assist in creating test plans, and monitor installations.
Communicate potential impacts and remediation plans to affected business areas.

6. Representation & Collaboration:
Represent Information Technology on internal planning and advisory committees.
Contribute to technology-related meetings to evaluate strategic directions for campus-wide systems.
Provide expertise on CRM-related matters.
Serve on non-IT hiring committees for administrative positions as requested.

Perform other duties as assigned that pertain to the job requirements.

Light (up to 25 lbs occasionally or 10 lbs frequently)

Close visual acuity (e.g. computer, assembly)

Moderate noise

Typical office or administrative