Senior Director of CRM Systems

 

About ECC:

Elgin Community College serves over 9,000 students at every stage of their educational journeys, including university transfer programs, career and technical education, continuing education classes, and adult basic education. As a community, we pride ourselves on nurturing a welcoming campus where every person—students, staff members, faculty members, and campus visitors—feels valued. The work of each ECC employee is central to the college’s mission, and as an employer, the college fosters a positive environment through professional challenges, excellent benefits, and opportunities for recognition and camaraderie.

Work Schedule:

8:00 AM to 5:00 PM Monday through Friday

Rate of Pay:

This is a Full-Time Administrative position at grade 217, with an annual salary range of $98,312 to $115,000. The salary offer will be based on education and experience, in alignment with the College’s compensation philosophy and the current Collective Bargaining Agreement (CBA), if applicable.  

Benefits:

• Medical, Dental, Vision Insurance
• Life and Long-Term Disability Insurance
• Flexible Spending Account (FSA, DCA, Commuter)
• Retirement Plans (Pension, 457b, 403b)
• Time Off with Pay
• Professional Development/Expense
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Sick Banks

FLSA Status:

Exempt

Grant Funded:

No

Job Summary:

Under the direction of the Managing Director of Enterprise Systems, Applications, and Project Management (ESAP), the Senior Director of CRM Systems provides leadership and oversight for the College’s Customer Relationship Management (CRM) solutions. This role is responsible for planning, support, enhancements, and integrations across all CRM platforms. The Senior Director serves as project manager for CRM-related initiatives, partnering closely with functional stakeholders and IT colleagues to ensure successful delivery in alignment with IT project management standards.
The position leads and assigns work within the CRM department to ensure efficient operations and exceptional customer service. By fostering collaboration among application development teams, analysts, and functional departments, the Senior Director supports the strategic goals of Information Technology and the College.
The Senior Director of CRM Systems must have a deep understanding of CRM support, enhancement, upgrade processes, and integration concepts. This role requires exceptional attention to detail, advanced diagnostic and analytical skills, and strong problem-solving, organizational, and communication abilities.
The individual will collaborate across all levels of the organization to shape the strategic direction of CRM systems. They will provide effective leadership and mentorship to their team, foster constructive stakeholder relationships, and build trust through transparency and results. Success in this role also demands the ability to work independently and make informed project decisions.

Required Knowledge, Skills & Abilities:

• Bachelor’s degree in computer science, business or related field, or an equivalent combination of education and experience.
• Salesforce Certified Platform Administrator or Salesforce Certified Platform Developer.
• Minimum of 7 years of managing and leading the work of an information technology (IT) staff, preferably in a CRM role
• Minimum of 5 years demonstrated expertise of Salesforce administration, configuration, customization and customer support.
• Experience with integrating applications such as APEX/Valence, Calendly, Blackthorn Events Management, Twilio and Marketing Cloud with the CRM preferred
• Experience working with programming languages and relational databases
• Experience with integrations between the CRM and the ERP

Desired Knowledge, Skills & Abilities:

• Master’s degree
• Additional certifications as in Salesforce Certified Marketing Cloud Engagement Administrator or Developer
• Experience with Ellucian Colleague and Ellucian Ethos

Essential Duties:

1. CRM Leadership & Oversight:
Assume overall responsibility for the institutional CRM and its integrations (e.g., Salesforce).
Provide leadership and mentorship to the CRM Operations department to streamline and automate processes and workflows.
Deliver vision and oversight for CRM solutions from inception through implementation and ongoing support.

2. Technical Support & Issue Resolution:
Provide technical support for CRM and related systems.
Troubleshoot and resolve Salesforce and integration issues identified through system reviews or reported by functional departments.
Collaborate with software/service providers, users,