Syracuse, New York State, United States
$75,442 - $108,873
8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)
Hours may vary based on operational needs.
This position would be responsible for overall team management; CRM platform license management, documentation repository management, case management, assist in platform administration and reporting, project scoping and requirements gathering. The CRM Manager will manage and report overall progress.
- Bachelor’s degree required.
- Three (3) plus years of management experience.
- Three (3) plus years of project management experience.
- Salesforce Administration Certification preferred.
- Project Management Professional (PMP) preferred.
- Strong management experience.
- Ability to adjust to changing priorities.
- Strong analytical and problem-solving skills to solve business problems.
- Exceptional organizational skills and attention to detail/quality.
- Experience and personal discipline to successfully manage multiple, complex, concurrent projects; can meet deadlines with competing demands, and responsibilities in a fast-paced work environment.
- Experience with Agile and Scrum techniques.
- Excellent communicator, both oral and written; demonstrated ability to communicate effectively with senior leaders and external partners/clients.
- Positive, team-focused, and customer-service mindset.
- Preference given to those with a military service connection, or who have worked with veteran, military, and/or family stakeholders, universities or think-tanks, and familiarity with related government programs and services for veterans, families, and related civilian human services programs.
- Team/Project Management.
- Lead the CRM team in supporting new and existing program implementation, documentation, and training.
- Manage and monitor the CRM team’s resource capacity, project allocations, and skills utilization
- Review and manage case submissions (project request).
- Perform requirements gathering and project scoping.
- Facilitate project planning meetings, develop, and manage agendas and scheduling, and facilitate communication with project teams and leadership.
- Develop and maintain documentation, governance tools, templates, guidelines, procedures, and processes.
- Serve as lead project manager for complex CRM projects involving multiple teams, as well as special/strategic initiatives.
- Identify continuous improvement opportunities and collaborate with others to define an appropriate approach and deliver results.
- Research and Analytics CRM Management.
- Develop short term roadmaps that align with long term Salesforce development strategy established with program lead and subject matter expert support.
- Manage and monitor roadmap progress by regularly engaging with and conducting reviews with Data Solutions Architect, program leads, and Salesforce governance committee. Reprioritize roadmap to meet program needs as required.
- Oversee and manage dependencies across the projects and resolve or escalate conflicts, as necessary.
- Manage CRM software purchases and renewals and act as the primary point of contact for CRM software vendors.
- Manage the use and purchase of CRM software licenses.
- Manage and communicate a release management plan to all CRM stakeholders in the Institute
- Coordinate and communicate the refresh of Salesforce environments.
- Manage the documentation of business processes with support of business owners.
- Ensure new and existing applications meet security and audit requirements.
- Salesforce Administration.
- Perform Salesforce Administration support, as needed.
- Establish, maintain, and support program operational reporting, as requested.
- Documentation and Process Support.
- Lead the CRM team in the development of standard practices, documentation of standard processes and procedures, and the organization of team information.
- Utilize documentation repository for program teams.
- Professional Development.
- Stay current with new Salesforce features and functionality, through individual learning and formal training, to provide recommendations for process improvements and maximize the platform to provide valuable business solutions.
- Periodically research best practices and availability of tools to streamline development and maintenance processes.
- Manage the CRM Team’s professional development plan and strategy.
The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit www.syracuse.edu.