The Division of Pre-College and Undergraduate Programs is responsible for developing and offering non-credit and credit courses and programs for 6000 high school students, as well as Brown University undergraduate and Visiting Students from other institutions. Students participate in programs on Brown Universityâ™s Providence campus, as well as online and in other locations. Within the Division there are teams of staff who are responsible for marketing, admissions, enrollment, academic content and instructional delivery, student life, finance, human resources, payroll, and the various policies and protocols associated with this work. The staff works closely with colleagues from across the University to ensure success, including the Registrarâ™s Office, Office of Information Technology (OIT), Office of University Communications, Division of Campus Life, and Facilities.
The Customer Relationship Management (CRM) Application Support Manager is responsible for the maintenance and oversight of the day-to-day operations of Salesforce CRM applications within the Division and serves as the liaison to central OIT staff responsible for the development and maintenance of the system. The Division currently uses the Salesforce CRM for multiple constituentsâ™ engagements with the Division including pre-college students, pre-college parents/guardians, local and national partner organizations and school districts, instructors, seasonal residential and operations staff, and visiting undergraduate students. Each of these constituents has its own needs and requirements, and the CRM Application Support Manager will help Divisional staff determine how best to use the CRM to improve their work and the experience of these constituents. The Division is implementing Marketing Cloud, which the Marketing & Enrollment Services team will oversee, so this role will work in collaboration with that Team to ensure work in the CRM instance and Marketing Cloud are aligned and consistent. This position will support daily operations of systems related to the business-user needs that are integrated with the CRM. In addition, the CRM Application Support Manager will be tasked with ongoing training of Divisional staff and driving adoption of these systems. This position requires strong communication skills to be able to translate user needs and technical knowledge between the Division and OIT while supporting colleagues within the Division to use the tools available to them to improve efficiency and outcomes in their work.
Major responsibilities include:
Provide overall application support for Salesforce CRM for the Division
Data Reporting and Stewardship for the Division Â Â
Salesforce End-User Training and Documentation
Participate in training opportunities and self-directed study to stay abreast of emerging technologiesÂ Â Â
Education and Experience
Bachelorâ™s Degree or an equivalent combination of education and experience
2 to 4 years of related IT experience
Experience working with data systems, large-scale ERP systems, and CRM applications, preferably in a higher-ed setting, with direct experience using Salesforce. Banner experience also preferred but not required.
Experience supporting recruitment, admissions, and enrollment areas in a higher education institution preferred.
Data analytics experience supporting key stakeholders and organizational leaders with experience analyzing large data sets.
Project management experience preferredÂ
Business analysis experience preferred; ability to work with end-users and assist with technical solutions and translating business processes while also collaborating with OIT on development work and solutions.
Relevant and demonstrable project management experience; project management certification (e.g., PMP or equivalent) preferred.
Relevant and demonstrable experience in leading a large-scale implementation, migration, or deployment of enterprise-wide CRM systems preferred
Highly developed quantitative skills in data analysis
Strong management and project development skills, ability to set priorities, meet deadlines, and work closely with peers.
Attention to detail, judgment, and discretion.
Must recognize requests that are time-sensitive, politically delicate, or involve confidentiality concerns.
Ability to work effectively with people with differing levels of technical knowledge.
Excellent communication and interpersonal skills (both oral and written).
Ability to work independently and as part of a team.
Knowledge of SQL, HTML and CSS preferred
Excellent troubleshooting techniques related to software, including the ability to demonstrate effective and timely problem-solving skills.
Demonstrates a willingness and ability to support a diverse and inclusive environment.
All offers of employment are contingent upon successful completion of a background check.
In order to maintain 90% or greater universal vaccination rates on campus, all newly hired employees at Brown University must receive the final dose of the COVID-19 vaccine before they begin work unless they are approved for a medical or religious exemption. For more information, please visit the Healthy Brownsite.Â Â
**Please note: a complete application consists of a cover letter and resume.**
Recruiting Start Date:
Job Posting Title:
CRM Application Support Manager
Pre-College & Summer Undergraduate Programs
Scheduled Weekly Hours:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Engineering, Executive Master of Healthcare Leadership and the IE Brown Executive MBA.