CRM Administrator and Process Specialist

The CRM Administrator and Process Specialist is based in ITS and primarily serves the strategic and operational work of Admissions and Enrollment, in addition to athletic recruiting, international education, alumni/advancement and other institutional departments. This position works to ensure that the college’s Client Relationship Management (CRM) software ecosystem facilitates, supports and enhances institutional strategic priorities and operational objectives. This person is responsible for maintaining a high level of expertise with cloud hosted software tools to manage and adapt the CRM and related application integrations to facilitate associated business processes, with a keen eye towards data quality and integrity.

This position serves as a strategic resource, guiding the institution in best practices, capabilities, optimal workflows, and ensuring the college leverages its investment in the CRM and other related systems to effectively and accurately benefit business operations.  This position will work with business offices and academic departments to understand processes, identify gaps and present solutions related to use of current technologies or systems. Solutions may include improvement of current systems and/or research, selection and implementation of new technology solutions.

The ideal candidate is a driven, detail-oriented professional with exceptional analytical and problem-solving skills and a passion for delivering innovative and effective solutions.

This is a full-time, salary exempt position eligible for full benefits including medical, dental, vision, retirement, life, FSA, paid parental leave, vacation and sick leave,  and tuition discounts. See more benefits details here.

Values Statements:

• Embodies a high level of customer service and strives to provide excellent support services to the campus community
• Works independently and takes initiative to continually learn new technologies and methods for problem solving to provide up-to-date support to faculty, staff and students
• Promotes and values continuous learning and process improvement objectives
• Values, mentors, and develops student workers for optimal growth, productivity, and retention
• Promotes proactive collaboration, coordination, and communication within ITS and the broader institution

Essential Functions: (Core Job Responsibilities)

Process Optimization and Innovation

• Maintain and optimize CRM functionality using native CRM functionality, no-code  interface, settings, and configuration tools to administer the system to meet the needs of end users (employees, students, alumni, etc.)
• Understand end to end business processes and data flow in order to recommend and configure CRM to effectively facilitate work within the system
• Strategize with customer departments (Admissions & Enrollment, Athletics, International Education, Alumni/Advancement, etc.) to configure CRM to effectively facilitate work and meet operational goals and objectives
• Collaborate with ITS and CRM consulting partner on development work, configuration, testing, and acceptance of new features
• Develop and manage a “product road map” for Salesforce. This includes:
  • Gather information as requests for new features come in
  • Assess the viability and business value of requests
  • Prioritize requests within the scope of institutional needs, resources, and strategic initiatives
  • Serve as project lead for the implementation of development and future builds in Salesforce
• Stay up to date on CRM system releases, features, and best practices and make recommendations to management regarding new implementations
• Provide qualitative and quantitative data, assist with analysis, and make recommendations solve department problems and improve efficiency, productivity, and quality
• Assist with special projects and innovation initiatives as aligned with availability and prioritization of other tasks

Training and Support

• Train new users on CRM and integrated tools (such as: Blackthorn, Form Assembly, Cadence, and Zoom)
• Develop training materials for effective onboarding and ongoing training of users
• Create and maintain both technical documentation and an end-user manual for CRM
• Have a basic understanding of applications and integrations related to CRM.
• Assist with workflow design, configuration and management as able, and coordinate vendor assistance as needed for integrations related to business operations and processes in Salesforce (for example: Blackthorn, Form Assembly, Cadence, Marketo, and Zoom)
• Develop and maintain dashboards, homepages, and reports for users and administration upon request
• Manage user permissions and licensing (in cooperation with with ITS onboarding/offboarding team member)

Data Integrity and System Maintenance

• Manage incoming operational and strategic CRM related support requests using a ticketing system
• Understand data flow and monitor upstream and downstream data flow from CRM to other systems and departments across campus, providing insights to avoid unintended consequences of changing data and workflows in the CRM
• Work closely with ITS data team to ensure the accuracy and quality of data integration between CRM, Student Information System (SIS), and other data systems
• Manage list loads as needed utilizing Informatica or other processes/tools (such as test scores, name buys, etc.)
• Maintain and update the admissions application per strategic needs as defined by the Admissions department
• Monitor prospective student inquiries and applications for accuracy and data integrity
• Maintain configuration of DemandTools and oversee duplicate management process
• Periodically (or upon request) analyze data for opportunities and threats and make recommendations as appropriate

Education and Experience:

Required:

• Bachelor’s degree, preferably in Business or Information Technology
• Five years of prior experience with a Student Information System (SIS), Customer Relationship Management system (CRM), or enterprise grade cloud based software application
• Prior experience assisting with the development and implementation of work flows and processes in the context of technology solutions
• Experience leading teams in through gap analysis, project implementation, or product development

Preferred:

• Prior experience with Salesforce
• Salesforce Administration certification (Required within 1 year of employment)
• Prior experience with Blackthorn, Form Assembly, Cadence, Marketo, Zoom, and other Salesforce integrations
• Prior experience in higher education

Skills and Competencies:

Required Skills and Experience:

• Proven track record of developing and driving successful enterprise-wide initiatives
• Experience with the development and delivery of effective innovation strategies
• Ability to understand and implement complex solutions in a fast-paced environment
• Apply systems oriented critical thinking approach to problem solving and troubleshooting
• Exceptional interpersonal skills, with a demonstrated ability to provide empathetic and respectful support to end users
• Skillful in asking questions to understand the business process, gaps, and root cause of an end user inquiry, in order to provide most effective solutions
• Excellent at communicating with ability to engage with, interpret, and work cross departmentally with users and stakeholders at various levels of experience and understanding
• Provide transparent, thorough and clear communication and documentation of problems and solutions
• Natural self-starter who instinctively takes initiative to understand and solve problems
• Adaptable and able to effectively manage, navigate, and prioritize between multiple responsibilities, projects, and requests

Physical Demands:

• Use of keyboard, mouse, monitor, and phone for extended periods of time
• Ability to complete primary tasks by viewing computer screen(s) for the majority of any given work day (extensive use of computer technology)
• Prolonged sitting
• Ability to lift light loads (up to 25 pounds), and bending
• Movement from building to building

Work Environment/Environmental Conditions:

• Work will primarily take place in a standard indoor office environment

All of the essential job functions are subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Individuals may be required to perform other job-related instructions as requested by the supervisor, subject to reasonable accommodation. This position description is not all-inclusive and may change at the option of the (supervisor or department head). Any major change will result in the position being reviewed for reclassification.

Candidates must be committed to the community standards, mission and core values of Goshen College.

About Goshen College:

Goshen College is a liberal arts institution dedicated to the development of informed, articulate, sensitive and responsible Christians.  It is nationally ranked for its study abroad programs.  As a ministry of the Mennonite Church, the institution seeks to integrate Christian values with educational and professional life.  Goshen College has adopted five core values around which programs are built:  1) Christ-centered; 2) Passionate Learners; 3) Servant Leaders; 4) Compassionate Peacemakers; and (5) Global Citizens. The college is located in the heart of Elkhart County within several hours of Chicago, Indianapolis and Detroit.  Residents of Goshen enjoy a culturally diverse small-town atmosphere with an active arts community, a vibrant downtown, the Maple City Greenway network of bicycle paths, and affordable housing prices.

How to apply:

Please be sure to provide all required materials noted below, as incomplete applications may not be considered. Application materials may be attached to the Professional Staff and Staff Application Form or sent electronically to hr@goshen.edu.

Required:

• Complete and submit the online Professional Staff Application Form
• Letter of application
• Résumé
• List of three professional references with contact information

Review of applications will begin immediately and continue until the position is filled. With a commitment to building a diverse faculty and staff, underrepresented persons are encouraged to apply.

Goshen College is an equal opportunity employer, committed to enhancing diversity across the institution. Goshen College does not discriminate on the basis of race, color, national or ethnic origin, sex, disability, age, sexual orientation, gender identity or any legally protected status. To protect the welfare and provide for the safety of the students, employees, visitors, and resources of Goshen College, background checks are conducted by the Office of Human Resources on all new and re-hired employees.

Human Resources
Goshen College
1700 S. Main Street
Goshen, IN 46526-4795

E-mail: hr@goshen.edu
Telephone: (574) 535-7111