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    Customer Relationship Management - Washington, United States - University of the District of Columbia

    University of the District of Columbia
    University of the District of Columbia Washington, United States

    2 weeks ago

    Default job background
    Description
    Number of Vacancies: 1


    Area of Consideration:
    Open To The Public


    Position Status:
    Full-Time, Regular


    Pay Plan, Series & Grade:
    DS0058/5


    Salary Range:
    Up to $93,954


    Closing Date:
    Open Until Filled

    Location: 4200 Connecticut Ave NW, Washington, DC 20008

    Brief Description of Duties

    The CRM Administrator is responsible for coordinating the day-to-day configuration, support, and maintenance of the Salesforce platform.

    Under the direct supervision of the Vice President of Enrollment Management, this position fosters collaboration among the CRM data stakeholders of the student lifecycle.

    It helps identify requirements that drive solutions in projects and functionality. Additionally, the CRM Administrator responds to service requests, isolates problems, and liaises with outsourced CRM vendors.

    Additionally, this position will enthusiastically support university enrollment and retention goals by gathering and analyzing data to support informed decision-making and will collaborate across the university to achieve the team's goal of continual improvement and impact.

    Other system responsibilities include consulting with end users to analyze and understand user needs, objectives and desired features, building communication tracks and early alert referrals and providing extensive training to administration, staff and faculty.

    Essential Duties and Responsibilities


    • Analyze business requirements by partnering with key stakeholders to develop solutions for CRM needs.
    • Manage Salesforce configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.
    • Identify and gather project requirements, translating them into best practice, scalable solutions focusing on exceptional user experience.
    • Proactively manage system maintenance, including security reviews, release updates, health checks, and optimizers.
    • Document SOPs for customizations and configurations, contributing to the shared knowledge base.
    • Manage data quality efforts to improve Salesforce reliability by implementing rules and automation as needed.
    • Manage the end user and stakeholder communication regarding platform feature changes and updates.
    • Conduct CRM end-user training for staff.
    • Experience leading projects of small to medium complexity (i.e., identify project scope, estimate timelines & milestones). Project management and organizational skills; ability to adapt to changing priorities and deadlines.
    • Self-motivated and works independently and as part of a team. Project leadership skills. Excellent prioritization skills & time management skills; multi-tasking skills. Experience projecting project timelines and meeting deadlines. Demonstrated software repository skills. Demonstrated testing and test planning skills.
    • Establish best practices approach for the Salesforce Administration team.
    • Advanced experience in Structured Query Language (SQL) to group, analyze, and transform data.
    • Other duties as assigned.
    Minimum Job Requirements


    • Bachelor's degree in education, business, computer science, information technology, or closely related fields. Master's degree preferred.
    • Experience implementing data management software applications and/or information systems end-to-end, including data conversion, postproduction support and troubleshooting (for example, imports/exports, audits, error corrections, reporting, etc.).
    • 3-5 years of experience as a Salesforce administrator or in a similar CRM
    • Knowledge of Banner, Common App, Graduate CAS, Education Advisory Board (EAB) Navigate, Degree Works, FOCUS2, Handshake, advancement, and marketing platforms.
    • Experience with assessment and assimilation of feedback for review with stakeholders.
    • Must be able to work effectively at all levels of an organization with the ability to influence others to move towards consensus.
    • Strong situational analysis and decision-making abilities
    • Ability to prioritize, problem solve, and organize tasks to meet deadlines and follow through on assignments with minimal direction, often under pressure.
    • Possess skills of working independently in a changing environment with accuracy and attention to detail.
    • Other duties as assigned.
    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 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 background investigation" 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 inquiries related 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 University's EO Policy Statement, please visit:
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