Assistant Director of CRM

Job Code

383657 IT Project Plan/Management

Duties & Responsibilities

• Overall service management of CRM services including a drive for continuous improvement.

• Deliver standard, consistent solutions across all business units, sharing best practices for data, architecture, security, business analysis, subject matter expertise, and business processes. Ensure a clear system of record for all data interfaces.

• Provide appropriate analysis in partnership with business users and stakeholders related to process changes to assess the impact and recommend options.

• Escalate and make decisions around production changes.

• Manage CRM applications efficiently by establishing streamlined processes for managing the systems.

• Ensure deployment of application changes to production environment following established change management protocols.

• Provide information related to functionality changes, know issues or other application-related enhancements.

• Establish communication protocols for application updates, issues, and change management.

• Represent OEE on committees and groups involving the use of CRM enterprise applications.

• Partner with department peers management of other administrative services and the intersecting touchpoints of the systems.

• Serve as the escalation point for CRM services support issues.

• Assist in the definition of customized solutions within the Salesforce platform to support critical business functions and meet project objectives, client requirements, and company goals.

• Communicate with project managers, clients, and other developers to design cohesive project strategies and ensure effective collaboration throughout all phases of development, testing and deployment.

• Maintain a flexible and proactive work environment to facilitate a quick response to changing project requirements and customer objectives, and innovate ways to meet mission goals successfully.

• Interact directly with clients, managers and end users as necessary to analyze project objectives and capability requirements, including specifications for user interfaces, customized applications, and interactions with internal Salesforce instances.

• Collaborate with various internal departments, including marketing, product development, and operations, to ensure Salesforce environment supports internal needs relating to functionality and performance.

• Evaluate existing processes and recommend potential Salesforce-enabled enhancements.

• Assist with solutions design and delivery, including integration with existing architecture.

• Identify opportunities for sales automation.

• Collaborate with business application owners to advance the development of key market tools.

• Analytical skills – analytical mindset to identify a user’s needs and to design and produce solutions to issues.

• Communication skills – communicate complex information effectively to people who don’t have computer knowledge and answer questions as they arise, giving clear instructions.

• Teamwork – work in teams, maintaining a professional and helpful demeanor toward their colleagues.

• Time management – work to business timelines and schedules, often working on multiple projects while ensuring the work produced meets best practices.

• Problem-solving abilities – identify and troubleshoot issues and faults as they arise.

Basic Qualifications

Bachelor's Degree,  3+ years understanding of applications, tools, methodologies, as well as a broad background in a variety of enterprise applications. 

Additional Qualifications

• Proven understanding of release management.

• Knowledge of higher education and related Salesforce.org standards (e.g. HEDA) and applications (e.g. FormAssembly, TargetX, EdX, FinancialForce).

• Advanced knowledge of Salesforce development processes, best practices, and design patterns.

• Knowledge and experience with modern project management tools and methodologies.

• Platform experience with Salesforce Sales Cloud, Service Cloud, and Marketing Cloud.

• Self-motivated and highly engaged.

• Ability to work in a team environment and effectively supervise technical staff.

• Ability to build strong partnerships and relationships with clients in a wide range of roles and levels, across the institution.

• Ability to communicate clearly and effectively in both verbal and written formats with both technical and business users.

• Strong organizational skills including the ability to manage multiple responsibilities, prioritize, and escalate while delivering results on time.

Additional Information

Harvard offers an outstanding benefits package including:
 
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
 
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
 
Retirement: University-funded retirement plan with full vesting after 3 years of service.
 
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
 
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
 
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complementary health services.
 
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
 
The Harvard Medical School is not able to provide visa sponsorship for this position.