Digital Engagement Administrator

University of Colorado-posted 1 day ago
$85,000 - $95,000/Yr
Full-time • Entry Level
Remote • Denver, CO
11-50 employees
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University Information Services (UIS) provides IT services and enterprise applications to the University of Colorado (CU) campuses and the Office of the President. UIS is committed to excellence in customer service and technical expertise. Through the development of enterprise applications, UIS supports the University as a whole with systems used by students, faculty, human resources employees, finance employees, and others. The Digital Engagement Admin will be part of a dynamic team working toward building and implementing a strategic, constituent-centric, and technology-forward experience through system wide communication initiatives. To achieve this, CU is energetically growing capacity in a Salesforce-enabled ecosystem. The Digital Engagement Admin will provide support across the Marketing Cloud implementations included in the CU ecosystem. CU’s Digital Engagement Admin will play a hands-on role in the ongoing maintenance of the platform while helping to build processes and documentation to streamline digital engagement offerings. This position will also assist with reporting and analytics of email campaigns as well as contribute to other project-level work. The Digital Engagement Admin will provide end-user support for our eComm program, which aims to provide an efficient and robust set of Salesforce focused applications to effectively engage constituents across all four CU Campuses (Anschutz, Boulder, Colorado Springs, and Denver), the System Office, and Advancement. Learn more at www.cu.edu/ecomm. The individual in this role will work collaboratively with the eComm and CRM teams to provide data-based insights and best-practice guidance to eComm users to encourage a thoughtful, constituent-focused approach to email outreach and engagement. This position plays a key role in moving key CU communicators away from reliance on one-time sends and static data pulls toward marketing journeys that engage constituents based on their interests, responses to outreach, and participation in special events. Additionally, the Digital Engagement Admin will assist key CU System communicators including but not limited to the Office of the President. This position reports to the Digital Engagement Manager and is exempt from the State of Colorado Classified Staff system.

  • Contribute to data improvement, migration, and pilot projects within the CU System Salesforce ecosystem
  • Develop and maintain email templates within Marketing Cloud
  • Build audience reports with a focus on correct identification of email recipients and segmentation based on communication goals
  • Work with Salesforce, support vendors and internal technical staff to solve issues
  • Create and maintain organizational structure for Marketing Cloud assets
  • Provision new Marketing Cloud users with the appropriate permission levels that align with their activity in the system
  • Perform contact cleanup and deletion tasks to ensure we remain under our contractual limit
  • Compile reports and data views in Marketing Cloud to measure the effectiveness of journeys and share with key campus stakeholders
  • Create and maintain different categories of Data Extensions for marketing automation needs
  • Possess a deep understanding of CRM processes and procedures in Salesforce, Marketing Cloud, Cvent, and other related tools
  • Stay up to date on Marketing Cloud release notes and communicate new features
  • Complete routine tasks in Salesforce, Marketing Cloud, Cvent, and other tools including but not limited to email preference and subscriber management, and maintenance of existing reports and dashboards
  • Execute marketing tests to determine best practices (e.g., test creative, copy, audience segments, etc.)
  • Conduct Marketing Cloud license audits on a regular basis to ensure any outdated users are deprovisioned and monitor our license usage against our contractual limit
  • Conduct journey audits to ensure they continue to execute as expected and evaluate entry criteria for potential updates
  • Complete usability and accessibility testing for email templates
  • Document system processes and training guides as needed
  • Assist in identifying and collecting project requirements
  • Streamline and document the work intake process across digital engagement implementations
  • Execute journey testing scenarios to validate content, audience, and decision split logic before launch
  • Execute form testing scenarios to validate submission and data flow prior to launch
  • Conduct regular process audits to ensure compliance with CU’s policies and procedures and federal CAN-SPAM regulations.
  • Provide exceptional customer service and ongoing technical and best practices support to CU system users of the eComm platform
  • Provide tier 1 user support that addresses any aspect of the use of Marketing Cloud. When issue is not resolvable, position follows programmatic process to submit, manage, and track escalating tickets
  • Intake and manage user requests while providing timely responses and updates on request completion timeline
  • Create audience reports and/or campaigns for Marketing Cloud emails sends, which may involve processing and investigating data contained in non-source system lists
  • Resolution of support tickets, general troubleshooting and promotion of best practices and processes to ensure continuity of services and a goal-focused approach to daily activities.
  • Support users through build-for-me work requests focusing on a template-based approach to streamline efforts and decrease turnaround time. These requests will entail many opportunities including email design, event registration, form creation, and creation/management of Salesforce reports and dashboards.
  • Bachelor’s degree from an accredited institution of higher education, or equivalent professional experience (professional experience may be substituted on a year-for-year basis for the education requirement)
  • One (1) year of experience in Salesforce ExactTarget/Marketing Cloud or related marketing automation experience
  • Experience with and knowledge of email marketing standard processes
  • One (1) year of experience in a communications support position or similar role
  • Bachelor’s degree from an accredited college or university in communication, information technology, or similar field.
  • Marketing Cloud Email Specialist or Marketing Cloud Consultant certification or willingness to obtain one within the first six (6) months of employment
  • Experience documenting business processes and using BRDs, wireframes, diagrams, workflows and mockups
  • Experience with Salesforce CRM
  • Experience and knowledge of Agile methodologies
  • No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
  • Disability, Life, Vision Insurance options.
  • Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10%25 of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
  • Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
  • Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
  • 6 weeks of parental leave to adjust to the joys of parenthood.
  • A tuition benefit program for you and/or your dependents.
  • Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
  • Many additional perks & programs with the CU Advantage.
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