CRM Analyst – (180527)
A Constituent Relationship Management (CRM) Analyst is responsible for managing and building the University’s Customer/Constituent Relationship Management system. This individual will have a variety of responsibilities associated with the collection and governance of data collected about the University’s constituents. Some general responsibilities and duties include researching the customer base, management of data regarding constituents, analyzing data regarding constituents, providing technical support for various marketing campaigns, analyzes CRM system data in response to channel marketing initiatives, examines constituent history, creates reports for key stakeholders and business departments, creates dashboards for business departments, and makes recommendations regarding relationship strategies and constituent data based on "best practices".
A CRM Analyst should be highly analytical by nature and is able to identify and implement efficiencies within the scope of the CRM system. This role should be able to define key reports, dashboards, and analytics that will drive the digital business forward in alignment with partnerships of key stakeholders.
This position oversees the functionality and integration of the reporting and analytics platform. Supports the client success team with CRM analysis requests and data-driven projects. Responsible for the development and documentation of reporting platform-training materials. Works closely with CRM management and development teams to plan and implement new reporting options and functionality to meet the business needs of our clients. Effectively communicates strategies and best practices to clients as needed. Learns and utilizes specific tools and concepts related to both analytics of email marketing and the admission process.
A CRM Analyst is a key resource on multiple CRM projects, and represents the CRM team on assigned projects. This position is expected to be the CRM project lead and/or CRM technical resource on assigned projects.
Job Responsibilities Include:
Coordinate and negotiate solutions for complex, cross-functional requirements with multiple parties and interests. Determine, implement, and evaluate business metrics to meet ongoing organizational or customer information needs. Build reports, analyses, dashboards and analytic models for business users across all marketing channels to support business processes. Manage or directly complete ad hoc analytics projects and campaigns as appropriate
Provides technical support and training to University users of the Student Information System, Salesforce, TargetX, and other CRM system modules. Ascertains the difficulties that customers are experiencing, makes decisions relative to the nature of the problem and takes corrective action while coordinating with other affected University departments. Follows up with customers and provides additional/continued training of the system
Troubleshoots problems that are discovered or identified internally (by management, staff, faculty, students or audit reports) to maintain data integrity. Researches and investigates any issues to determine corrective action. Communicates issues and outcomes to appropriate constituents.
Creates and maintains accounts for business information systems, specifically Salesforce.
Participate and influence short/long term technology plans. Keep abreast of CRM trends, especially those trends relating to the educational environment.
(1-3) years of work related experience
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.
Excellent communication skills. Ability to communicate with various levels of users to understand to problem. Must maintain a positive, professional image.
Significant experience with information technology systems and applications, preferably in a university environment, to include experience in data extraction from large relational databases/operating systems.
Knowledge and experience in Customer Relationship Management systems, preferably Salesforce.com
Knowledge and experience in extracting data from end-user reporting tools (SQL, HTML, Campus Solutions Query Manager, Salesforce.com).
Experience in working with an HTML editor preferably Dreamweaver.
Demonstrated understanding of the management and maintenance of data files, verification and interpretation of output, and creation of meaningful summary reports.
Ability to learn new things and keep up with the pace of change in technology.
Strong Customer Service skills.
Ability to lead projects using standard IT project management processes (e.g., Proposals, Charters, Workplans, etc.) and make adjustments based on individual project complexity and scope.
Maintain cooperative working relationships with University and other Information Technology staff members.
Seek guidance and direction as necessary for performance of duties.