Salesforce Customer Relationship Management (CRM) and Operations Manager

Number of Vacancies: 1

Area of Consideration: Open To The Public

Position Status: Full-Time Regular

Pay Plan Series & Grade: DS0058/2B

Salary Range: Up to $118543

Closing Date: Open Until Filled

Location: 4200 Connecticut Ave NW Washington DC 20008

Brief Description of Duties

The Salesforce CRM Manager is a strategic leadership role responsible for the comprehensive oversight governance and expansion of the universitys Salesforce ecosystem. While centered on Enrollment Management this position will provide guidance to ensure the successful implementation and integration of Salesforce solutionsincluding Marketing Cloud Education Cloud and Experience Cloudacross administrative departments.

The Salesforce CRM Manager is responsible for leading the day-to-day management configuration and support of the Salesforce platform centered on the Universitys specific strategic goal of increasing enrollment. This role will collaborate closely with stakeholders across the student lifecycle to ensure Salesforces effective use and adoption. The position will be pivotal in guiding the universitys CRM strategy as it expands to other departments working closely with implementation partners to ensure successful rollouts.

In addition to ongoing platform oversight the Salesforce CRM Manager will play a critical role in serving as the Universitys Project Manager working alongside implementation partners for the implementation of Phase II and Phase III of the Salesforce CRM.

The Salesforce CRM Manager will be expected to:

Architect implement and manage the Salesforce platform with a focus on Marketing Cloud and Education Cloud

Lead cross-functional collaboration to identify document and prioritize departmental requirements for new Salesforce use cases.

Support data migration user training and change-management activities to drive smooth adoption across newly onboarded units.

Work with implementation partners and internal IT teams to configure respond to service requests resolve technical issues test and deploy Salesforce solutions that are aligned with institutional goals.

Monitor and refine workflows and reporting tools to ensure continued alignment with departmental needs and strategic objectives.

Additionally the role will involve strategic planning data analysis and the creation of a long-term CRM roadmap that aligns with the universitys enrollment and retention goals.

The desired candidate will bring a strong understanding of CRM systems and a working knowledge of project management principles and strategic foresight with the ability to coordinate timelines manage competing priorities and ensure timely delivery of key milestones. Experience in leading or supporting enterprise-level technology rollouts is highly desirable.

Essential Duties and Responsibilities

• Serve as lead administrator and functional architect overseeing CRM strategy governance configuration maintenance and continuous improvement across multiple divisions.
• Collaborate with the identified cross-functional departments to understand their needs and translate them into scalable Salesforce solutions.
• Coordinate with the implementation partner to ensure that Salesforce is deployed effectively across the university.
• Develop and maintain documentation including Standard Operating Procedures (SOPs) and user guides to ensure consistent usage and knowledge sharing.
• Lead user adoption and training initiatives ensuring that staff faculty and administration are proficient in using Salesforce and Marketing Cloud.
• Manage data quality initiatives and implement automation to improve system reliability.
• Develop a CRM roadmap that aligns with the universitys strategic goals with an emphasis on Enrollment and future expansion into other departments.
• Develop and lead a cross-functional CRM Governance Committee to align stakeholders ensure data integrity drive institution-wide adoption and change management.

Minimum Job Requirements

• Bachelors degree in education business computer science information technology or closely related fields. Masters degree preferred.
• Minimum 3-5 years of experience as a Salesforce Administrator or similar role (Salesforce Business Analyst Salesforce Consultant).
• Proven track record of managing CRM projects including requirement gathering user training configuration and documentation.
• Strong data analysis data management and reporting skills.
• Experience working in higher education or with education projects.
• Ability to prioritize problem-solve and organize tasks to meet deadlines and follow through on assignments with minimal direction.
• Certification: At least two Salesforce Administrator and Salesforce Advanced Administrator or Platform App Builder.
• Must be able to work effectively at all levels of an organization with the ability to influence others to move toward consensus.

Information to Applicant

Collective Bargaining Unit (Union): This position is not part of the collective bargaining unit.

Employment Benefits: Selectee will be eligible for health and life insurance annual (vacation) and sick leave and will be covered under the University of the District of Columbia s retirement plan (TIAA).

Equal Opportunity Employer: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race color religion national origin sex age marital status personal appearance sexual orientation family responsibilities matriculation physical handicap or political affiliation.

Notice of Non-Discrimination: In accordance with the D.C. Human Rights Act of 1977 as amended D.C. Official Code Section 2-1401.01 et. seq. (Act) the University of the District of Columbia does not discriminate on the basis of actual or perceived actual race color religion national origin sex age disability sexual orientation gender identity or expression family responsibilities matriculation political affiliation marital status personal appearance genetic information familial status source of income status as a victim of an intrafamily offense place of residence or business or status as a covered veteran as provided for and to the extent required by District and Federal statutes and regulations. Sexual harassment is a form of sex discrimination which is also prohibited by the Act. In addition harassment based on any of the above protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.

Veterans Preference: Applicants claiming veterans preference must submit official proof at the time of application.

Visa Sponsorship: At this time the University of the District of Columbia does not provide sponsorship for visas (e.g. H-1B). This position is also ineligible for Optional Practical Training (OPT).

Residency Preference:A person applying for a position who is a bona fide District resident at the time of application for the position may be awarded a 10-point residency preference over non-District applicants unless the person declines the preference points. If selected the person shall be required to present no less than 8 proofs of bona fide District residency on or before the effective date of the appointment and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

Drug-Free Workplace: Pursuant to the requirements of the Drug-Free Workplace Act of 1988 the individual selected to fill this position will as a condition of employment be required to notify his/her immediate supervisor in writing not later than five (5) days after conviction of any criminal drug statute occurring in the workplace.

Background Investigation: Employment with the University of the District of Columbia is contingent upon a satisfactory background investigation. The determination of a satisfactory backgroundinvestigation is made at the sole discretion of the University of the District of Columbia. The University may refuse to hire a finalist rescind an offer of employment to a finalist or review and may terminate the employment of a current employee based on the results of a background investigation.

Disposition of Resume: Resumes received outside the area of consideration and/or after the closing date will not be given consideration. You must resubmit your resume to receive consideration for any subsequent advertised position vacancies. For the purpose of employment resumes are not considered job applications. Therefore if selected for employment a UDC application will be required.

Job Offers: Official Job Offers are made by the University of the District of Columbia Office of Human Resources only.

Contact Information:All inquiriesrelated to employment and job applications should be directed to UDC Office of Human Resources at.

The University of the District of Columbia is an Equal Opportunity/Affirmative Action institution. Minorities women veterans and persons with disabilities are encouraged to apply. For a full version of the Universitys EO Policy Statement please visit: Experience:

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