Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.

POSITION SUMMARY:

This role is responsible for analyzing organization processes, converting business workflows for launch, and ongoing use of the CRM Platform. The CRM Analyst serves as the technical expert to all departments and areas to create, customize and improve the CRM platform into an effective contact/data management system through support, training, trouble shooting, as well as system customizations, reporting and dashboard building.  CRM platform is being used at Olin for graduate programs recruiting and admissions, executive development programs, as well as schoolwide relationship management information for Business Development, Corporate Relations and Alumni and Development.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Leadership Skills:

• Assist the CRM Manager with all components of CRM programs within it, including business process & analysis, solution design, systems testing, change management and user training, release management, data management, and success measurement.

2. Operational Activities:

• Create views, reports, and dashboards, in CRM for data analysis of Olin Business School key performance indicators (KPIs) across all departments and areas. Perform general database system administration, including day-to-day entry, configuration, data loads, training, support, maintenance, and overall operations of Salesforce.com.
• Plan and execute major/specific data loads using proven methods.
• Provide continuous monitoring and metrics of system usage and data quality.
• Analyze existing system to identify trends and provide recommendations for future system enhancement and development.
• Manage bug fixes and system enhancements:
  • Design, code, and implement Salesforce.com features, such as cases, creation of custom objects, workflows, e-mail alerts and templates, and campaigns.
  • Provide support for Salesforce Communities.
  • Provide support for third-party applications, including but not limited to, Conga Composer, ScheduleOnce, Blackthorn Events, FormAssembly, Spanning backup.
  • Help troubleshoot integration issues (API’s, Cashnet integration, SIS integration).
• Work with internal user communities to provide best practices on CRM platform, including training, documentation, and support materials.

3. Customer Support:

• Lead day-to-day administration of CRM, including campaign setup, user and license management, data reporting.

4. Communications:

• Build and execute CRM communication plans based upon recruitment, events, stakeholder outreach, and marketing plans.

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Bachelor’s degree and three years of related experience, to include two years of experience as a Salesforce Database Administrator, with hands on configuration experience.

The hiring range for this position is $53,996 - $73,278 annually.

• Higher education experience.
• Salesforce.com administrator certification.
• Demonstrated ability to manage projects to a budget and scope.
• Ability to link business processes with product/technical solutions.
• Experience with the Salesforce EDA model.
• Experience supporting Salesforce Communities.
• Experience with one or more of these third-party tools: Conga Composer, ScheduleOnce, Blackthorn Events, FormAssembly, Spanning backup.
• Strong project management skills, with a results orientation.
• Demonstrated problem-solving skills.
• Understanding of data management, reporting, and metric analysis.
• Collaborative and consultative work style.
• Ability to work professionally with a diverse group, including faculty, business leaders, alumni, students, fellow team members, executives, managers, and subject matter experts.
• Proven experience defining and improving processes and procedures.
• Proven ability to function effectively in a fast-paced environment with competing priorities and deadlines.
• Self-motivated and possess the ability to execute with minimal direction.
• Agile development methodology and experience with systems analysis and design.
• Ability to prioritize, handle multiple tasks/projects, juggle changing deadlines, provide structure to team, and meet deadlines.
• Ability to complete CRM administrative tasks, such as creating users, workflows, reports, dashboards, tasks etc.
• Exposure to HTML, CSS, and JavaScript.
• Strong written and verbal communication skills.
• Executive level presence.
• Experience in facilitation
• Proven ability to work well with teams.

This position is eligible for full-time benefits.  Please click the following link to view a summary of benefits:  https://wustl.box.com/s/8wkhs25yssf0775x9d6nd6vqa7obpth7.

Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account.  If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor.  To attach these documents, go to:  My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.

This position is full-time and works approximately 37.5 hours per week.

This position is in the Department of Marketing & Communications.  This position is for the Danforth Campus in the Olin Business School.