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CRM Application Support Manager
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Position Number: 2565265
Location: Providence, RI
Position Type: Computer and Information Technology

CRM Application Support Manager

Division of Pre-College & Summer Undergraduate Programs

Brown University, Providence, Rhode Island

SUMMARY OF POSITION

The Division of Pre-College and Undergraduate Programs is responsible for developing and offering non-credit and credit courses and programs for 6000 high school students, as well as Brown University undergraduate and Visiting Students from other institutions. Students participate in programs on Brown University's Providence campus, as well as online and in other locations. Within the Division there are teams of staff who are responsible for marketing, admissions, enrollment, academic content and instructional delivery, student life, finance, human resources, payroll, and the various policies and protocols associated with this work. The staff works closely with colleagues from across the University to ensure success, including the Registrar's Office, Office of Information Technology (OIT), Office of University Communications, Division of Campus Life, and Facilities.

The Customer Relationship Management (CRM) Application Support Manager is responsible for the maintenance and oversight of the day-to-day operations of Salesforce CRM applications within the Division and serves as the liaison to central OIT staff responsible for the development and maintenance of the system. The Division currently uses the Salesforce CRM for multiple constituents' engagements with the Division including pre-college students, pre-college parents/guardians, local and national partner organizations and school districts, instructors, seasonal residential and operations staff, and visiting undergraduate students. Each of these constituents has its own needs and requirements, and the CRM Application Support Manager will help Divisional staff determine how best to use the CRM to improve their work and the experience of these constituents. The Division is implementing Marketing Cloud, which the Marketing & Enrollment Services team will oversee, so this role will work in collaboration with that Team to ensure work in the CRM instance and Marketing Cloud are aligned and consistent. This position will support daily operations of systems related to the business-user needs that are integrated with the CRM. In addition, the CRM Application Support Manager will be tasked with ongoing training of Divisional staff and driving adoption of these systems. This position requires strong communication skills to be able to translate user needs and technical knowledge between the Division and OIT while supporting colleagues within the Division to use the tools available to them to improve efficiency and outcomes in their work.

Please note that this position is classified as Hybrid Eligible.

Major responsibilities include:

Provide overall application support for Salesforce CRM for the Division

Data Reporting and Stewardship for the Division

Salesforce End-User Training and Documentation

Participate in training opportunities and self-directed study to stay abreast of emerging technologies

QUALIFICATIONS

Education & Experience

Bachelor's Degree or an equivalent combination of education and experience.

2 to 4 years of related IT experience.

Experience working with data systems, large-scale ERP systems, and CRM applications, preferably in a higher-ed setting, with direct experience using Salesforce. Banner experience also preferred but not required.

Experience supporting recruitment, admissions, and enrollment areas in a higher education institution preferred.

Data analytics experience supporting key stakeholders and organizational leaders with experience analyzing large data sets.

Project management experience preferred

Business analysis experience preferred; ability to work with end-users and assist with technical solutions and translating business processes while also collaborating with OIT on development work and solutions.

Job Competencies

Relevant and demonstrable project management experience; project management certification (e.g., PMP or equivalent) preferred.

Relevant and demonstrable experience in leading a large-scale implementation, migration, or deployment of enterprise-wide CRM systems preferred.

Highly developed quantitative skills in data analysis.

Strong management and project development skills, ability to set priorities, meet deadlines, and work closely with peers.

Attention to detail, judgment, and discretion.

Must recognize requests that are time-sensitive, politically delicate, or involve confidentiality concerns.

Ability to work effectively with people with differing levels of technical knowledge.

Excellent communication and interpersonal skills (both oral and written).

Ability to work independently and as part of a team.

Knowledge of SQL, HTML and CSS preferred.

Excellent troubleshooting techniques related to software, including the ability to demonstrate effective and timely problem-solving skills.

Demonstrates a willingness and ability to support a diverse and inclusive environment.

ADA PHYSICAL REQUIREMENTS

Requires ability to read

Must remain in stationary position for long periods of time at desk or computer

Requires moving around campus

Requires occasionally standing, sitting, walking; using hands to finger, handle, or feel objects, tools or controls; reaching with hands and arms; climbing stairs; hearing; talking

Requires frequently moving about inside the office to access printer, files, and other materials/equipment

Operates a computer and other office equipment

Some travel may be required

BACKGROUND CHECK: All offers of employment are contingent upon a criminal background check and education verification satisfactory to Brown.

In order to maintain 90% or greater universal vaccination rates on campus, all newly hired employees at Brown University must receive the final dose of the COVID-19 vaccine before they begin work, unless they are approved for a medical or religious exemption. For more information, please visit the Healthy Brown site.

*NOTE*: A complete application consists of a cover letter and resume.

To Apply, please use this link to directly view the position on Brown's Career Site: https://brown.wd5.myworkdayjobs.com/en-US/staff-careers-brown/jobs/details/CRM-Application-Support-Manager_REQ174252?q=225+dyer

Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, race, protected veteran status, disability, or any other legally protected status.

About Brown (Please visit our website and get to know us better at: www.brown.edu )

Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Public Health, School of Engineering, and the School of Professional Studies.

With its talented and motivated student body and accomplished faculty, Brown is a leading research university that maintains a particular commitment to exceptional undergraduate instruction. Brown's vibrant, diverse campus community consists of about 4,500 staff and faculty, 6,200 undergraduates, 2,000 graduate students, 490 medical school students, more than 5,000 summer, visiting, and online students, and over 700 faculty members. Brown students come from all 50 states and more than 115 countries. Brown is frequently recognized for its global reach, many cultural events, numerous campus groups and activities, active community service programs, highly competitive athletics, and beautiful facilities located in a richly historic urban setting.