CRM Specialist | University of California Riverside - Military Veterans

CRM Specialist Job ID: Location: Remote/Hybrid Schedule: 8AM - 5PM Category: Information Technology Salary: $90,400 - $169,000 Full/Part Time: Full-time(100%) Organization: University Extension Department: Strategic Marketing Application Deadline: Open Until Filled Position Information: The Client Relationship Management (CRM) Specialist develops, manages, and implements comprehensive short-term and long-term strategies, campaigns, templates, and processes across the organization to support student acquisition, engagement, and retention efforts across international, certificate, corporate/custom, and degree completion programs for UCR and UC Merced University Extensions. Responsibilities include integrating Salesforce CRM with organization business processes and systems to optimize pathways to enrollment and partnerships by managing the development, adoption, and integration of marketing automation (Pardot/Marketing Cloud Account Engagement) and customer relationship management software (Salesforce). They will maintain data integrity and conduct ongoing analysis of business processes that align with overall unit goals. The position requires strong interpersonal communication skills and will lead or coordinate projects and work with departments such as marketing, information technology, and other internal and external stakeholders. The CRM Specialist will also be responsible for working collaboratively with UC Reengagement Consortium members to develop comprehensive reports and dashboards for the degree completion initiative. The CRM specialist will also provide documentation and training as needed. The CRM Specialist must be able to think critically and creatively about how the Salesforce platform can be used to increase efficiencies and provide a more holistic experience to achieve enrollment goals and be adaptable, growth-minded, and able to work with a diverse team of individuals with varying technological knowledge. They must also be able to function independently, own their work, and see projects through to completion. Please Note: This position reports to multiple locations, it is a 2-year contact position, between UC Riverside (50%) and UC Merced (50%) Extensions with the home campus being UC Riverside University Extension. The successful applicant may perform this role remotely within the continental United States. The budgeted hourly/salary range for this position is $87,300 to $125,300 Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff. As a condition of employment, you will be required to comply with the University of California Vaccination Program Policy. Requirements: Educational Requirements Bachelor's degree in related area and/or equivalent experience/training. Required Experience Requirements 6 - 10 years of related experience. Required Experience developing insights from raw data sets Required Experience in enrollment management, with expertise in lead scoring, nurturing, and marketing automation. Required Experience developing training material and staff training Required Experience managing external vendors and junior staff for project execution Preferred 3 years of hands-on experience using Salesforce CRM to develop client or business solutions, configurations (including workflows), validation rules, and security management. Preferred Certification Requirements CertificationRequirement Salesforce Certified Administrator Preferred Salesforce Certified System Architect Preferred Special Conditions Special Must pass a background check. Required Minimum Requirements Advanced knowledge of business and process analysis functions. Advanced knowledge of related areas of IT. Knowledge relating to the design of processes and software across the organization. Advanced skills and methodologies associated with process and software design, modification and implementation. Demonstrated skills needed to develop process and system implementation plans. Demonstrated experience with process analysis, systems analysis, process architectures and systems analysis methodologies and practices including traditional waterfall, Agile, Agile Scrum, UML, UML Enterprise, et cetera. Understanding and skill in complex process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description. Demonstrated ability to work with others from diverse backgrounds. Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills. Advanced knowledge of business processes and procedures. Demonstrated testing and test planning skills. Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization. Ability to analyze operational and organizational systems: define the problem or objective; identify relevant concerns or factors; identify problems, tendencies and relationships; formulate logical and objective conclusions; recognize alternatives and their implications; propose alternatives and discuss orally or in writing; and implement procedural changes to affect the desired result. Preferred Qualifications Demonstrated strong project mgt skills Functional knowledge of higher education recruiting, admission, retention, alumni operations, etc. Additional Information: Additional Information In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel. UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud. UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings. UC Riverside is the top university in the United States for social mobility. - U.S. News 2020 UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color. Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019 Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine. The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. For information about our generous employee benefits package, visit: Employee Benefits Overview Job Description Details: General Information Job Title BUS SYS ANL 4 Job Code 000657 Grade 24 Department Head Kevin Vaughn Supervisor Monica Lagos Generic Scope Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues/problems without precedent and/or structure. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Custom Scope Applies advanced business process and analysis concepts and organizational objectives to resolve highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Selects methods, techniques and evaluation criteria to obtain results. Department Custom Scope The Client Relationship Management (CRM) Specialist develops, manages, and implements comprehensive short-term and long-term strategies, campaigns, templates, and processes across the organization to support student acquisition, engagement, and retention efforts across international, certificate, corporate/custom, and degree completion programs for UCR and UC Merced University Extensions. Responsibilities include integrating Salesforce CRM with organization business processes and systems to optimize pathways to enrollment and partnerships by managing the development, adoption, and integration of marketing automation (Pardot/Marketing Cloud Account Engagement) and customer relationship management software (Salesforce). They will maintain data integrity and conduct on-going analysis of business processes that align with overall unit goals. The position requires strong interpersonal communication skills and will lead or coordinate projects and work with departments such as marketing, information technology, and other internal and external stakeholders. The CRM Specialist will also be responsible for working collaboratively with UC Reengagement Consortium members to develop comprehensive reports and dashboards for the degree completion initiative. The CRM specialist will also provide documentation and training as needed. The CRM Specialist must be able to think critically and creatively about how the Salesforce platform can be used to increase efficiencies and provide a more holistic experience to achieve enrollment goals and be adaptable, growth-minded, and able to work with a diverse team of individuals with varying technological knowledge. They must also be able to function independently, own their work, and see projects through to completion. Key Responsibilities: Applies advanced business analysis concepts to identify, evaluate and define highly complex systems scope and objectives based on advanced knowledge of applicable business practices, processes and systems and industry standards to meet end-user needs. Works at the highest technical level of various phases of systems analysis. Considers the business implications of applying technology to the current and future business environment. 30% Initiates, designs or modifies highly complex systems and procedures where standardized policies or procedures may or may not exist. Creates highly technical specifications for systems with broad impact at a campus/medical center/OP or within a large organization. Develops unit integration and acceptance testing plans and scenarios. May lead cross-functional teams to address complex business or systems issues. Build and maintain effective relationships with IT resources and outside CRM partners, including UC Reengagement Consortium members, for the development and implementation of new and enhanced CRM functionalities. 25% Develop and implement engagement and retention campaigns 15% Initiates, facilitates, implements and documents work process changes. Prepares and approves or obtains approval for business process and procedural documentation. Initiates and oversees changes in processes and procedures. Sets the technical requirements for complex specifications. Communicate details of fixes, enhancements, and new capabilities on the platform to relevant internal business audiences. Coordinates training for internal employees. 10% Gathers, analyzes, prepares and summarizes business and user needs, documenting requirements and revising existing system and process logic issues as necessary. Provides support and training on new applications. Guides and advises less-experienced Salesforce/Marketing Cloud Account Engagement users. 10% Performs highly complex analysis of business and user needs, documentation of requirements and translation into proper system and process requirement specifications. Provides advanced support and training on new applications. Mentors experienced Business Systems Analysts and may lead a team of business analyst professionals. 5% In collaboration with internal stakeholders integrate Salesforce with organization business processes, and leverage data and customer insights, to build and execute CRM roadmap: create and optimize lead nurturing programs that accelerate inquiries to qualified leads. UC Riverside University Extension and UC Merced Extension have different student information systems that require integration with Salesforce. Knowledge of integrating systems is a must, as is the understanding of a student information system (e.g., Modern Campus, Banner, or others) 5% To apply, visit https://jobsportal.ucr.edu/jobs/32699310 Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-e6bc3e788d581343a9ecfa3bc5644b51