Join the UTSA CRM team!
The UTSA CRM team is growing and excited to post four new positions:
- Assistant Director, CRM Systems
- CRM Applications Administrator
- CRM Data Analyst
- CRM Coordinator
Assistant Director, CRM Systems
The scope of this position is to provide professional management and implementation of the university CRM and marketing systems that focus on driving recruitment and enrollment for the University. Overall, this position will be responsible for overseeing the management, reporting and maximum utilization of the CRM platform capabilities, including the various marketing systems connected to CRM and ensure that those efforts are appropriately prioritized and managed to achieve the mission and enrollment goals of UTSA. Duties include:
- Overseeing the internal CRM team of technical application administrators, data analysts, and CRM coordinators.
- Overseeing the front and back-end solution architecture of the CRM platform.
- Developing and managing a change management strategy when releasing new features and a release strategy when scheduling maintenance and upgrades.
- Establishing and managing effective communication between all parties.
- Working with CRM-related vendors during phased CRM implementations.
- Understanding the system intimately in order to easily process map/flow any new requirements or feature requests with the overall CRM ecosystem, with the priority goal in mind to help facilitate the growth of enrollment for the university.
- Developing and guiding the project plans and implementations of new features or enhancements, which includes conducting requirement gathering, gap assessments, resource management, and scope. Additionally, manage and help develop an iterative and integrated CRM roadmap capable of supporting UTSA’s business objectives as well as guide and lead the internal CRM team to drive the existing roadmap initiatives while identifying new initiatives for system optimization in light of university processes and objectives.
- Developing a knowledge base of documentation for users; as well as help with the training and onboarding of new users. Oversee the development and delivery of comprehensive documentation and knowledge base of the various CRM business processes, accessible to users. Help to develop, write and maintain the knowledge base.
- Work closely with functional leaders, organizational business units, and subject matter experts to identify, develop and deploy new business processes; as well as, work with University Technology Solutions on key data integrations within other key data sources at the university.
- Maintain security at the highest level by enduring that security standards and protocols are recognized and followed.
View the Assistant Director posting
CRM Applications Administrator
The CRM admin who is responsible for the technical maintenance of the CRM platform, overseeing upgrades, solution design, analysis, troubleshooting, bug-fixing, testing, documentation, quality assurance and ensuring the scalability and sustainability of our CRM configuration. Duties include:
- Configure and modify security roles, profiles, permissions and user accounts.
- Configure and run batch processes.
- Creation and maintenance of custom apps, objects, fields, and views as needed by business use cases.
- Creation of reports, charts, and dashboards to inform department and university KPIs.
- Troubleshoot and resolve any issues with end-users in a timely manner.
- Perform emergency maintenance and recovery of the system when needed.
- Help to identify and resolve data integrity issues.
- Manage and maintain relevant third-party integrations and AppExchange add-ons.
- Complete regular internal application system audits and prepares for upgrades.
- Support UTSA’s use of CRM to improve the effectiveness and efficiency of key business operations, especially in areas of recruitment, admission, enrollment services, case management, marketing, and communications.
- Apply creative problem-solving and technical expertise while working with business analysts and non-technical stakeholders to translate their business needs into CRM concepts, including defining technical and configuration tasks.
- Manage overall data feeds, imports and integrations of other campus systems into the Salesforce platform. Maintain best data integrity practices and ensure good data quality by resolving duplicates and validating data.
- Establish and maintain healthy enterprise CRM practices in the context of supporting shared CRM use across a diverse population of independent campus departments.
- Maintain security at the highest level by enduring that security standards and protocols are recognized and followed. Collaborate with fellow infrastructure teams to develop, test and ensure implementation of security best practices and policies.
View the CRM Applications Administrator posting
CRM Data Analyst
If you enjoy highly complex data management tasks, including data conversion, de-duplication, and data migration, look into applying for our CRM Data Analyst position. This position will assist departments with batch data importing of physical and digital data and assist in the development of the data import process into the CRM platform. Some of the duties include:
- Verify that data files are correct in format and quality before importing.
- Importing data from various data loader tools into the CRM platform.
- Importing data on a daily, weekly, and ad-hoc schedule (dependent on data sources)
- Scheduling for data relay that is optimal for assisted departments
- Identify and reconcile routine and complex data input discrepancies and assist in the continual development of the data cleaning process, including mass profile de-duplication, mass deletion of file upload records and ad-hoc mass updates or deletion of records.
- Produce routine and specialized reports. Disseminates reports according to established procedures and uses business intelligence and data analytics techniques to respond to, coordinate and execute information requests.
- Works with the CRM applications administrator and with our University Technology Solutions in regard to testing new field integrations into the CRM platform, record updates that may have been transmitted incorrectly, provide resolution to integration errors caused by org settings, provide insight into CRM-side manipulation of integrated data, and troubleshoot and report the issue for collaborative resolution.
- Create and maintain functional and technical documentation related to the Data Import Process, Data Cleaning Process, and Data Reporting Process.
View the CRM Data Analyst posting
CRM Coordinator
If you enjoy documenting, training, technology and working with people, take a look at our CRM Coordinator position. The scope of this position is to provide functional expertise for the university CRM platform, supporting mission-critical University processes on all campuses. Some of the duties include:
- Facilitates the CRM onboarding processes by directly working with new users to identify business objectives and align with currently implemented CRM capabilities.
- Facilitates the adoption process by providing user training, process analysis, and redesign recommendations, and other services that will assist with the successful adoption of diverse functional areas of the University.
- Develop best practice-informed CRM training sessions and materials, for both in-person and online delivery, for faculty/students/staff users.
- Develops training schedules, calendars, and registration mechanisms for the delivery of online and in-person facilitated training sessions.
- Provides specialized expertise in the design and implementation of CRM user documentation ensuring compliance with established university protocols and procedures.
- Maintains all user documentation and course materials to ensure all content is always up-to-date, accurate and accessible.
- Understands the targeted users of the system and their specific needs and workflows through the development of specific sessions and user documentation.
- Maintain operational awareness of applicable University business processes and objectives, develops and implements testing plans, develops and maintains comprehensive documentation, and ensures compliance with university policies.
- Engage with functional/business users to identify, analyze, refine and document business requirements and processes and develop associated solutions.
- Assist overall project team with refining processes, identifying issues and gaps, and identifying and adhering to best practices for areas such as compliance, security, testing, and training.
- Establish relationships with peers in other functional and technical areas across the University, balancing advocacy with the need to cooperate in the management of an extremely complex interrelated system.
