Senior CRM Administrator & Events Lead

If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu.

Information Technology Services

Job Description

Job Summary

Co-manage CRM (Salesforce) ecosystem projects, platform, and associated third party tools that enable robust functionality for event capabilities. Provide business analysis consultation and technical guidance on CRM ecosystem tools that support events.  Partner directly with community members, Information Technology Services colleagues, and other stakeholders to document and scope user requirements;  recommend solution options; design and configure new functionality; and administer system components as needed. Lead operations for events technology tools that are part of the overall  CRM ecosystem. Lead the development and administration of Salesforce events use cases, with primary responsibility for consultation, documentation and testing across platform use cases. 

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

System Administration, Configuration and Implementation, including customer service (60%):

• Lead design, configuration, enhancement, and maintenance for CRM ecosystem functionality for events
• Perform hands-on solution design, prototyping, and proofs-of-concept of CRM ecosystem tools to address campus business needs
• Administer applicable third-party applications and connections with Salesforce, including events-related technology.
• Architect common capabilities tied to events, appointments, document generation, and administrative tools and practices like rollups, testing, and documentation.
• Explore and implement new features and functionality in the CRM ecosystem to support events and event-related business needs.
• Follow established ITS and CRM-specific application lifecycle and release management processes.
• Administer CRM ecosystem tools and projects in alignment with campus data standards and integrity practices.
• Create architectural guidelines and best practices for CRM ecosystem tools in the events domain.
• Build and foster meaningful relationships with users and functional leads in partner offices and teams.
• Troubleshoot and resolve customer tickets and reported issues.
• Represent the user voice and use cases in internal team meetings.
• Provide clear, concise communication and predictable customer service.

Documentation, Testing, and Training  (30%):

• Document vision, goals, and strategies for new use cases of CRM.
• Identify and document business requirements and processes, aligning business needs with established and emerging technical practices and CRM ecosystem capabilities.
• Lead, standardize and provide regular review and improvement of  internal CRM team quality assurance testing practices.
• Organize testing sessions with team members, including facilitating internal team sprint testing, SIT and UAT sessions.
• Facilitate focused user acceptance testing (UAT) and proof-of-concept activities; communicate findings to internal partners and stakeholder audiences; and drive successful implementation and adoption in user communities.
• Create and maintain quality training materials to ensure successful user adoption and ongoing use,  in alignment with departmental guidelines and practices.
• Lead training and adoption activities for CRM ecosystem events-related functionalities and projects.
• Create and maintain internal technology and administrative documentation in alignment with departmental guidelines and practices.

Department and Team duties: (10%):

• Participate in business and technical meetings.
• Ability to work independently and as a team.
• Contribute to team meetings, project meetings, and planning activities.
• Participate in ITS and Smith College activities.

All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

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

Bachelor’s Degree from an accredited institution in computer science, computer information systems, or a related field, plus at least two (2) years of working experience in Salesforce and related applications including but not limited to, Sales Cloud, Community Cloud, and cVent 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 exter