Customer Relationship Management Coordinator

Job Summary

Responsible for supporting department leadership and staff by assisting with system administration tasks, such as user management, ensuring data quality, creating/maintaining campaigns, reports and dashboards in the Target X/Salesforce CRM or similar system. Works with the leader to empower various channels with the necessary data to take action for improving the student experience. Identifies and acts on training needs, consults with best practices on how to implement new initiatives and communicate opportunities and changes in the system to a wide array of audiences from end users to the leaders.

Responsibilities

KEY RESPONSIBILITIES:

1. Serve as a point of contact for the institution's CRM system, acting as a liaison between end users and technical support teams
2. Continuously improve upon the value derived from the CRM platform
3. Collaborate with stakeholders across departments to gather requirements and implement CRM solutions that meet their needs.
4. Develop and implement CRM workflows, processes, and automation to streamline business processes and improve efficiency.
5. Creates dashboards that provide high utility in allocating resources (route planning, marketing automation, etc.) and assessing productivity (sales team ranking, yield, etc.)
6. Evaluates and recommends improvements to tools and processes
7. Handles all administrative functions including user account maintenance, data cleanup, recurring reports, and communication
8. Manages and coordinates with IT Salesforce.com data feeds and application integrations, maintaining ownership of Salesforce CRM and customer data structure
9. Proficiently performs research into problems if the solution is not readily apparent
10. Create and manage communication campaigns in TargetX, Salesforce CRM and/or similar system
11. Serves as expert for all TargetX and Salesforce training to empower all levels with functional knowledge of our CRM or similar system

Required Qualifications

Educational Requirements

Bachelor's Degree from an accredited institution of higher education

Required Experience

One (1) year experience as CRM support and/or administrator

Preferred Qualifications

Additional Preferred Qualifications

Understanding of Salesforce.com and/or industry best practices and functionality
Data management abilities
Documented history of successfully driving projects to completion
Demonstrated ability to understand and articulate complex requirements

Preferred Educational Qualifications

An advanced degree from an accredited institution of higher education in a related field

Preferred Experience

Experience as a Target X and/ or Salesforce Administrator in a related environment

Proposed Salary

The budgeted salary range is $51,600 to $56,000 annually. Offers are based on relevant experience. Comprehensive benefits include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and more! Visit https://hr.kennesaw.edu/benefits/index.php

Knowledge, Skills, & Abilities

ABILITIES

Able to be a go-to person for users
Able to be an advocate for the CRM within the organization, help expand its use, takes data quality seriously and takes initiative to maintain a clean and unfettered database
Able to manage time and workload with little oversight
Able to stay calm under pressure
Able to be flexible and adapt to the situation at hand
Able to identify and drive innovative technical solutions
Able to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE

Some knowledge of Salesforce.com package development and deployment, and a willingness to expand that knowledge
In-depth understanding not only of the CRM software, but also of communication, data, business processes, and how they relate to the CRM software
Understanding of how a CRM should and can be utilized across the organization

SKILLS

Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Organized self-starter
Exceptional critical thinking skills and the ability to work through a problem in a logical fashion
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette