Senior CRM Analyst
Embry-Riddle Aeronautical University is currently recruiting for a Senior Customer Relationship Management (CRM) Analyst within the IT area. The Senior CRM Analyst integrates business knowledge of the University with technical knowledge of the prospect management, application system, and retention system to maximize the use of technology and provide guidance and support to both administrative and academic departments at Embry-Riddle. The Senior CRM Analyst oversees the day to day activities and workload of the CRM team, and serves as a mentor to CRM Analysts on the team. She/he participates in and/or leads efforts involving the installation, growth and evolution of the Customer Relationship Management (CRM) system. As a member of the CRM team, this position will require on-call support as part of a rotating schedule. This role will play a key part in delivering quality, test solutions that support the evolving requirements of our customers.
Responsibilities include the following:
- Responsible for leading activities to support Salesforce, our Customer Relationship Management (CRM) system. Activities include but are not limited to updating and maintaining online application forms; and administering data transfers/loads.
- Provides mentoring and oversight for the day-to-day workload for the CRM Analyst. Oversees development, testing and implementation of new initiatives and system enhancements by leading requirements gathering, teaming with management and staff, providing direction for the creation of quantitative tools and reports, and by creating tactical plans.
- Provides guidance and technical assistance to improve workflows and accommodate new processes by researching, recommending and implementing additional functionality. Acts as the lead analyst responsible for managing system upgrades.
- Provides direction in the creation of quantitative tools and reports, prepares technical reports and instruction manuals, and trains various departments on any new functionality.
- Troubleshoots problems and maintains data integrity. Researches and investigates any issues to determine corrective action. Communicates issues and outcomes to appropriate constituents.
- Attends conferences and meetings to stay current on technology standards and trends.
- This position will require on-call support as part of a rotating schedule across the CRM team.
Qualifications
Required Qualifications:
- Bachelor's degree in related field or equivalent experience in computer related field
- Two years of experience in the management and maintenance of data files, verification and interpretation of output, and creation of meaningful summary reports
- Minimum of 5 years of experience as an Applications Analyst
- Minimum of 5 years of experience with information technology systems and applications, to include experience in data extraction from large relational databases/operating systems
- Significant knowledge and experience in Salesforce and related apps including, but not limited to, Marketing Cloud, Sales Cloud, Service Cloud, Community Cloud, TargetX, and Form Assembly
- Knowledge and experience in programming languages, end-user reporting tools, and business intelligence tools (i.e. SQL, HTML, Discoverer)
- Demonstrated understanding of the management and maintenance of data files, verification and interpretation of output, and creation of meaningful summary reports
- Experience in using graphics, spreadsheet, and word processing software for presentation of data
- Ability to adapt to changing technologies
- Strong Customer Service skills
- Excellent presentation, communication, and organizational skills. Must maintain a positive, professional image
- Excellent organizational and project management skills. Experience with project management tools and techniques. Ability to lead projects using standard IT project management processes
- Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure
- Ability to communicate with various levels of users to understand problems and effectively convey solutions
- Ability to collaborate effectively with faculty, administration, staff, and external constituents
- Ability to work independently and in teams
- Seek guidance and direction as necessary for performance of duties.
- Ability to support IT Core Values by focusing on improvements, believing in our team, learning from mistakes, being accountable for actions and showing determination, focus and tenacity
Preferred Qualifications:
- Background in an educational environment
- Applications Analyst with significant CRM experience
- Salesforce Certified Administrator