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Client Relationship Management Specialist

University of California Santa Cruz

Details

Posted:

September 17, 2020

Location:

Santa Cruz, California

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Salary:

Open

Categories:

Business/Finance, Staff/Administrative

Client Relationship Management Specialist

Location: Santa Cruz
Job ID: 10919

Initial Review Date (IRD)
The Initial Review Date (IRD) for this postion is: 10/6/2020

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

Dept Marketing Statement
Office of Undergraduate Admissions generates, reviews, and processes in excess of 67,000 applications and serves approximately 38,000 campus visitors each year. The office has 44 career staff FTE, 45-50 part-time/temporary staff, and 150 student staff. Staff work locally and regionally throughout California and the nation. The office is part of Enrollment Management, which includes Financial Aid and Scholarships, Orientation and Undergraduate Admissions. Enrollment Management is part of the multi-faceted academic Division of Undergraduate Education. Undergraduate Admissions, Enrollment Management and Undergraduate Education work closely with select Academic Senate committees.

Since its founding in 1965, the University of California, Santa Cruz, has grown from 652 students to nearly 19,000 students (2017-18) and earned international distinction as a world university with high-impact research, ranking 3rd in the world for research influence by Times Higher Education, and among the top 50 universities in the world, according to the U.S. News and World Report 2017 Best Global Universities rankings. A campus with world-class facilities and one of the most visually spectacular settings in higher education, UC Santa Cruz offers rigorous academic programs and cutting-edge research opportunities. At the core of our progressive educational approach are our 10 distinctive residential colleges, which organize the campus into smaller living/learning communities.

Position Summary

Involves technology-based analysis of business practices, processes and problems; developing solutions which may involve process design, data and information architecture, software development and policy or procedural changes; creating specifications for systems to meet requirements; validating requirements against needs; designing details of automated systems; developing user interface design; planning and executing unit integration and end-user acceptance testing; may develop training materials for system implementation. May lead cross-functional teams to solve complex business or systems issues.

Under the general direction of the Systems Manager, the Client Relationship Management (CRM) specialist will focus on deepening the capabilities of our CRM platform to meet the growing needs of the department. This is primarily configuring platform delivered features to meet UCSC-centric business needs.

The candidate will develop, deliver, and maintain template libraries, standard queries, and self-service reports. This will require the application of business process and analysis concepts across the department. They will evaluate and expand additional CRM capabilities in alignment with the overall department roadmap. This will include delivery of a new evaluation reader tool and updates to the student portal. Has the ability to translate business needs into the actions required to meet or exceed that expectation. The candidate will translate outcomes into actions, specifically queries and functionality in a CRM database to meet the needs of the department

This position requires strong interpersonal communication skills, as projects will need to be coordinated as part of a cross-functional team. The candidate will communicate with peers in the Systems team and work closely with department leadership (e.g. Assistant and Associate Directors for Marketing and Communications and Outreach and Recruitment) for routine business development. Provide critical thinking and problem solving that uses standard features of CRM to meet business requirements.

Pay, Benefits, & Work Schedule
Salary Information: $41,600 - $60,000/Annually. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full

Schedule Information:
Full-time
100% weekly
40 hours weekly
Mon-Fri
Day Shift

Employee Classification: Career Appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: None

Job Duties
35% - Executes campaigns and other forms of customer interactions based on utilization of these standardize queries and templates. Expand depth and breadth of these libraries to align with business needs.

20% - Assists with project plan development and end user documentation. Gathers and analyzes data to prepare business process and procedural documentation. Assists with implementation of changes in development, maintenance, CRM system standards and in the creation of specifications (e.g. student portal, evaluation reader deployment).

20% - Configures standard templates and queries. Develop library for re-use. Reinforce use of self-service model.

10% - Formulates and defines limited to moderately complex systems scope and objectives. Analyzes business processes and problems to understand and validate functional business requirements to meet end-user needs. Gathers, analyzes and documents functional business requirements.

10% - Identifies, evaluates and develops limited to moderately complex systems and procedures. Executes unit integration and acceptance testing according to developed plan. May participate in cross-functional teams to address business process or systems issues.

5% - Investigate and propose utilization of delivered, though not configured for UCSC use, CRM functionality.

Required Qualifications

Education in Project Management Fundamentals.
Demonstrated ability to work with others from diverse backgrounds.
Intermediate knowledge of related areas of IT.
Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem-solving skills.
General knowledge of business and process analysis functions.
Knowledge relating to software design.
Demonstrated testing and test planning skills.
Skills associated with analysis of processes and issues of moderate scope, information flow and architecture.
Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
Proven ability to work across varying and often conflicting business requirements.
Must be able to work in a collaborative team environment. Primarily co-located but have the ability to work effectively from a remote location.

APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=10919&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

Internal Number: 2002612

About University of California Santa Cruz

UC Santa Cruz is a public university like no other in California, combining the intimacy of a small, liberal arts college with the depth and rigor of a major research university.

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