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Elgin Community College · 17 hours ago

Senior Director of CRM Systems

Elgin, IL

Full-time

Onsite

Director/Executive

$98K/yr - $115K/yr

7+ years exp

Elgin Community College serves over 9,000 students and is seeking a Senior Director of CRM Systems to provide leadership and oversight for the College’s CRM solutions. This role involves planning, support, enhancements, and integrations across all CRM platforms, while fostering collaboration among teams to support strategic goals.

Higher Education

Responsibilities

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

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

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

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

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

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

Perform other duties as assigned that pertain to the job requirements

Qualification

Salesforce administrationCRM integrationProject managementSalesforce certificationsProgramming languagesRelational databasesLeadershipCommunicationProblem-solvingOrganizational skills

Required

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