CRM Administrator & Marketing Lead

Smith College; Golden Horseshoe; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established institution seeks a skilled professional to enhance its CRM ecosystem, focusing on system administration, documentation, and user engagement. This role involves leading the design and implementation of CRM tools, ensuring effective collaboration across departments, and providing exceptional customer service. Join a forward-thinking college dedicated to fostering an inclusive environment while driving innovation in administrative processes. If you're passionate about technology and education, this is the perfect opportunity to make a meaningful impact.

Qualifications

• 3-5 years of relevant experience in CRM and Salesforce applications.
• Bachelor's degree in computer science or related field required.
• Experience managing projects with non-technical clients.

Responsibilities

• Lead design and maintenance for CRM ecosystem functionality.
• Document business requirements and testing criteria.
• Build relationships with users and provide customer service.

Skills

Salesforce

Sales Cloud

Service Cloud

Experience Cloud

Marketing Cloud Account Engagement

Organizational Skills

Communication Skills

Education

Bachelor's Degree in Computer Science

Tools

Salesforce

Marketing Cloud

Job description

If you have any questions about the position or our application process, reach out to us at [e-mail].

Information Technology Services - Job Description

Essential Functions

1. System Administration, Configuration, Implementation and Documentation 50%
2. Lead design, configuration, enhancement, and maintenance for CRM ecosystem functionality for events
3. Perform hands-on solution design, prototyping, and proofs-of-concept of CRM ecosystem tools to address campus business needs
4. Administer applicable third-party applications and connections with Salesforce, including Marketing Cloud Account Engagement, Mogli SMS, and other related apps.
5. Architect common capabilities tied to marketing and administrative tools and practices like rollups, testing, and documentation.
6. Explore and implement new features and functionality in the CRM ecosystem to support marketing-related business needs.
7. Follow established ITS and CRM-specific application lifecycle and release management processes.
8. Administer CRM ecosystem tools and projects in alignment with campus data standards and integrity practices.
9. Create architectural guidelines and best practices for CRM ecosystem tools in the events domain.
10. Build and foster meaningful relationships with users and functional leads in partner offices and teams.
11. Troubleshoot and resolve customer tickets and reported issues.
12. Represent the user voice and use cases in internal team meetings.
13. Provide clear, concise communication and predictable customer service.

Documentation, Testing, and Training 20%

1. Document vision, goals, and strategies for new use cases of CRM.
2. Identify and document business requirements and processes.
3. Translate business requirements to system specifications using a structured requirements process (gathering, analyzing, documenting, and managing change).
4. Identify and document testing criteria and testing scenarios.
5. Perform Quality Assurance (QA) activities and provide feedback to CRM team members and consultants.
6. Facilitate focused UAT or proof-of-concept activities, communicate findings, and help drive successful implementation and adoption.
7. Create and maintain quality training materials to ensure successful ongoing adoption.
8. Lead focused training and adoption activities.

Relationship Building and Customer Service 20%

1. Build and foster meaningful relationships with customers.
2. Participate in business and technical meetings.
3. Gain approval of documented business needs, priority, and metrics of success.
4. Represent the customer voice in internal team meetings.
5. Provide clear, concise communication and predictable customer service.
6. Provide assistance with client incidents and questions.

Operational and Team Duties: 10%

1. Provide assistance to technical partners by ensuring the availability of appropriate resources, and when needed, assist developers in determining data design solutions.
2. Assist in troubleshooting and resolving customer tickets and reported issues.
3. Provide timely status updates to program leadership.
4. Ability to work independently and as a team.
5. Contribute to team meetings, project meetings, and planning activities.
6. Participate in ITS and Smith College activities.

Minimum Required Qualifications (education, experience, certifications, licenses, knowledge, skills)

• 3-5 years of relevant experience.
• Bachelor's Degree from an accredited institution in computer science, computer information systems, or a related field.
• At least two (2) years of working experience in Salesforce and related applications including but not limited to, Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud Account Engagement, or an equivalent combination of education/experience.
• Experience managing projects with non-technical clients and ensuring effective technical and functional collaboration across internal technical and external functional groups.
• Experience leading projects from inception to delivery to effective transition to ongoing management and support.

Skills

• Salesforce, Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud Account Engagement.
• Strong personal, organizational, and communication skills necessary to provide excellent customer service in resolving technical issues in a higher education setting; including the ability to interact appropriately with college-wide information technologists and campus partners, such as faculty, staff, students, and alumnae, and to work independently to resolve issues.
• Demonstrated commitment to diversity and inclusion, impeccable integrity, and a balanced, consultative approach.

Preferred Qualifications

• Work experience in higher education, preferably supporting administrative staff.
• Salesforce Administrator Certification
• Marketing Cloud Email Specialist or Pardot Email Specialist Certification
• Experience administering Salesforce Sales Cloud, Experience Cloud, Service Cloud, Marketing Cloud Account Engagement.
• Proven detail-oriented with the ability to self-motivate and follow through on projects.
• Aptitude for learning new technologies.
• Ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Success in improving processes and driving CRM adoption.
• High self-initiative and commitment to expanding skills through various methods.
• Familiarity with Agile Project Management is a plus.

Additional Information

All employees are expected to participate in fostering a respectful, inclusive, and welcoming work environment.

Please attach BOTH a current resume and a cover letter. Ensure all attachments are uploaded before submitting your application. You will NOT be able to attach additional files after submission.

Review of applications will begin on May 26, 2025.

Position Type: Regular

About Smith College

Located in Northampton, MA, Smith College is one of the largest women's colleges in the country, dedicated to teaching and research excellence across the liberal arts. Faculty interact with students in small classes, as advisors, and through research projects. The College is part of the Five College Consortium with Amherst, Hampshire, Mt. Holyoke Colleges, and UMass Amherst, facilitating cross-enrollment and cross-teaching.

Smith College is committed to creating a respectful, inclusive, and accessible environment and does not discriminate based on any protected status. For reasonable accommodations, contact [e-mail].