Senior Director of CRM Systems

Elgin Community College•Elgin, IL

12h•$98,312 - $115,000

About The Position

Under the direction of the Managing Director of Enterprise Systems, Applications, and Project Management (ESAP), the Senior Director of CRM Systems provides leadership and oversight for the College’s Customer Relationship Management (CRM) solutions. This role is responsible for planning, support, enhancements, and integrations across all CRM platforms. The Senior Director serves as project manager for CRM-related initiatives, partnering closely with functional stakeholders and IT colleagues to ensure successful delivery in alignment with IT project management standards. The position leads and assigns work within the CRM department to ensure efficient operations and exceptional customer service. By fostering collaboration among application development teams, analysts, and functional departments, the Senior Director supports the strategic goals of Information Technology and the College. The Senior Director of CRM Systems must have a deep understanding of CRM support, enhancement, upgrade processes, and integration concepts. This role requires exceptional attention to detail, advanced diagnostic and analytical skills, and strong problem-solving, organizational, and communication abilities. The individual will collaborate across all levels of the organization to shape the strategic direction of CRM systems. They will provide effective leadership and mentorship to their team, foster constructive stakeholder relationships, and build trust through transparency and results. Success in this role also demands the ability to work independently and make informed project decisions.

Requirements

Bachelor’s degree in computer science, business or related field, or an equivalent combination of education and experience.
Salesforce Certified Platform Administrator or Salesforce Certified Platform Developer.
Minimum of 7 years of managing and leading the work of an information technology (IT) staff, preferably in a CRM role
Minimum of 5 years demonstrated expertise of Salesforce administration, configuration, customization and customer support.
Experience with integrating applications such as APEX/Valence, Calendly, Blackthorn Events Management, Twilio and Marketing Cloud with the CRM preferred
Experience working with programming languages and relational databases
Experience with integrations between the CRM and the ERP

Nice To Haves

Master’s degree
Additional certifications as in Salesforce Certified Marketing Cloud Engagement Administrator or Developer
Experience with Ellucian Colleague and Ellucian Ethos

Responsibilities

CRM Leadership & Oversight: Assume overall responsibility for the institutional CRM and its integrations (e.g., Salesforce). Provide leadership and mentorship to the CRM Operations department to streamline and automate processes and workflows. Deliver vision and oversight for CRM solutions from inception through implementation and ongoing support.
Technical Support & Issue Resolution: Provide technical support for CRM and related systems. Troubleshoot and resolve Salesforce and integration issues identified through system reviews or reported by functional departments. Collaborate with software/service providers, users, and IT teams to resolve issues. Work with analyst teams on Colleague data needs and with Application Development on integrations through Ellucian Ethos and Colleague. Communicate timely updates on resolution steps to stakeholders.
Strategic Planning: Develop, execute, and maintain a comprehensive CRM operational plan aligned with ECC’s strategic goals. Collaborate with functional and IT departments on planning activities. Consider Ellucian CRM Advise in strategic planning and provide recommendations for enhancements.
Project Management: Serve as project manager for CRM Operations projects of all sizes. Lead, manage, and direct work for CRM-related initiatives. Provide timely feedback on project status through reports, emails, meetings, and departmental updates.
System Updates & Standards: Create standards for processing CRM updates. Review upgrades for Salesforce modules and other supported systems. Coordinate work with CRM Operations, Application Development, analyst teams, and functional departments. Identify risks, assist in creating test plans, and monitor installations. Communicate potential impacts and remediation plans to affected business areas.
Representation & Collaboration: Represent Information Technology on internal planning and advisory committees. Contribute to technology-related meetings to evaluate strategic directions for campus-wide systems. Provide expertise on CRM-related matters. Serve on non-IT hiring committees for administrative positions as requested.