CRM Training Specialist - Military Veterans

Department: Division of Enrollment Management

Classification: Trainer and Instructor 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 04

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center-a centralized student services resource. The Division?s activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Provost Salesforce Team, comprised of Salesforce Administrators, Business Analysts, Trainers, is charged with the support and maintenance of Enrollment Management-related functionality, data integrity, and operations within the University?s Salesforce environment.

About the Position:

The Customer Relationship Management system (CRM) Training Specialist position is a key member of the Enrollment Management division and is responsible for developing and executing strategic training and adoption programs for users of our key CRM system within the Enrollment Division. In addition to leading the training and adoption efforts for a large and diverse user base, the CRM Training Specialist leads the documentation effort for all training and adoption resources for the Enrollment Division?s CRM usage. The CRM Training Specialist must understand CRMs and their capabilities.

The CRM Training Specialist is a member of the team responsible for day-to-day support and maintenance of Mason?s CRM platform, along with a connection to the partner offices in the division such as Admissions, Financial Aid, and the Mason Student Services Center. Further, this role provides support to other users of Mason?s CRM platform, including ADVANCE, Orientation, and other areas of University Life. This role collaborates with ITS staff, client stakeholders and end users to support an understanding of the CRM operations and usage.

Responsibilities:

• Creates custom training programs to support current Mason?s enrollment focused CRM processes, as well as, new processes being developed within the division;
• Establishes and implements best-practice procedures/training for customers and internal staff to ensure consistent usage and data integrity;
• Maintains a detailed understanding of the Salesforce core application, as well as a general understanding of connected tools;
• Develops documentation to afford system users with an in-depth understanding of the available tools and processes available within the Salesforce environment;
• Determines an efficient and accessible sharing model for documentation;
• Works with partner office teams to develop and maintain a train-the-trainer model for CRM training needs, as capacity allows within those partner offices;
• Keeps abreast of new Salesforce features and functionality in order to provide recommendations for operational improvements; and
• Performs various other duties as logical to the position.

Required Qualifications:

• Bachelor?s degree in related field or the equivalent combination of education and experience;
• Experience with training and documentation in a variety of delivery modalities including, but not limited to Salesforce Chatter, Video, Email, Webinars, and self-guided How-To Manuals;
• Experience in translating new and existing functionality to end-users;
• Experience with CRM platforms and capabilities. Applicant will be expected to make recommendations regarding continued and increased adoption of the CRM?s tools and functionality, as its scope of support and user base increases;
• Experience with all aspects of training and documentation with a variety of delivery modalities;
• Knowledge of CRM platforms; and
• Ability to translate new and existing functionality to end-users.

Preferred Qualifications:

• Demonstrated experience creating and maintaining CRM documentation;
• Demonstrated experience supporting users;
• Demonstrated experience identifying gaps in support and creating a plan to address those gaps;
• Demonstrated experience using a CRM system, preferably Salesforce;
• Demonstrated experience creating a software training and adoption plans;
• Demonstrated experience conducting training sessions both in-person and remotely;
• Demonstrated experience creating a software training and usage plans, both in-person and remote;
• Demonstrated experience working with and collaborating with a variety of diverse stakeholders;
• Demonstrated experience working within a university setting;
• Excellent oral and written communication skills, particularly as it relates to explaining both simple and complex technical concepts to technical and non-technically focused employees;
• Ability to manage change effectively and work with teams that collaborate with university stakeholders;
• Research and troubleshooting skills;
• Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;
• Ability to meet expectations independently, in a fast-paced, customer-oriented environment;
• Ability to consistently provide quality customer service; and
• Ability to be organized, detail-oriented and a creative problem-solver who challenges the status quo.

Instructions to Applicants:

For full consideration, applicants must apply for CRM Training Specialist at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review.

Posting Open Date: September 20, 2024

For Full Consideration, Apply by: October 11, 2024

Open Until Filled?: Yes