• Understand Marketing/Lead Generation goals and translate them to practical system development
• Play a key support role for CRM users
• Learn, understand, and integrate data structure and sources related to key CRM uses
• Troubleshoot, maintain, upgrade, and repair the Dynamics CRM application
• Implement Microsoft CRM system enhancements to support new programs or processes
• Interface with Microsoft Dynamics CRM implementation partner and liaison with internal IT team to facilitate technical work and assistance in testing for enhancements and upgrades
• Develop analytics based on Microsoft CRM data and other connected data per internal requirements
• Work with Digital Marketing Team and Web Development Team to add campaigns, designate toll-free phone numbers, and define form fields

Skills: System Development, CRM Support, Data Integration, Dynamics CRM Maintenance, CRM Enhancements, Technical Liaison, CRM Analytics, Campaign Integration

• Perform implementation, configuration, and maintenance of the University CRM technology stack.
• Perform tasks such as record-level updates, merges, general user maintenance, troubleshooting, data loading, report creation and maintenance, and overall CRM administration
• Update and maintain CRM user and integration security and permissions
• Surface improvements to existing processes, administration, and automation, work to implement those improvements.
• Evaluate Contract Request Forms for clarity, special requirements and appropriate Campus authorization.
• Modify and scale existing processes to support more users and new business requirements
• Identify core operational issues and propose new work streams, application solutions, and process improvements for core business units
• Build reports & dashboards to assist individual team members and management in measuring progress against goals, efficacy of new initiatives, and improving performance
• Work with members of business offices to define the business requirements for technology solutions
• Participate in defining, scoping, and building cross-departmental work processes and data flows
• Conduct unit and integration testing of development effort for correct operation and performance
• Document test cases and results
• Migrate approved development to the production environment following established procedures, coordinating with other technical staff and functional users
• Coordinate end-user testing capturing feedback, prioritizing issues lists and resolving issues with all participants in a timely manner with manager review. 
• Change management processes are followed. 
• Apply follow up support and changes as needed to address issues.

Skills: CRM Maintenance, Security Management, Process Optimization, Requirements Analysis, Reporting Development, Cross-Departmental Work, System Testing, Change Management

• Facilitate reporting for accurate, real-time visibility of the Team’s performance including pipeline, performance metrics, trends, forecasting and opportunities at the individual, team and department level
• Manage and enforce the sales process/guidelines including but not limited to implementation, governance, and execution by providing the reports to Sales & Operations business unit leadership
• Maintain integrity and accuracy in SAP CRM and other systems
• Serving as a liaison between teams and upper management
• Evaluates results and reports to the S & Ops business unit management team and recommend changes to approaches, processes, documentation, and any other areas to increase effectiveness or efficiency with those respective sales leaders
• Facilitate requests for analysis and input into the business planning process
• Support the monitoring features of the CRM and assist sales leadership with customer retention reporting
• Identify issues and problems promptly, and manage them to resolution, escalating those that require leadership attention
• Participate in user communities associated with the University CRM solution to exchange ideas and learn new approaches.
• Attend presentations and demonstrations to learn about existing and new features and functionality
• Collaborate with peers using CRM to exchange lessons learned and solutions to common pain points
• Stay abreast of new CRM features and functionality and provide recommendations for process improvements
• Responsible for developing, maintaining, and supporting CRM / business automation platforms
• Liaison between tech department and franchise members
• Communicating with franchise members on a regular basis.
• Sell franchise owners on benefit to switching to same CRM in order to promote information automation

Skills: Performance Reporting, Sales Process Management, SAP CRM Management, Cross-Functional Liaison, Business Analysis, CRM Monitoring, Community Engagement, CRM System Development & Support

• Plans and delivers CRM strategies to increase loyalty and retention across the company.
• Ensures the CRM platform captures all required information at key points in the customer cycle.
• Maps customer journeys by analyzing touch points along a pipeline. and maximizing commercial opportunities with this information.
• Oversees direct communication with customers through a chosen CRM system and resolves customer complaints quickly.
• Monitors and maximizes customer lifetime value strategies ensuring maximum profitability.
• Segments customer databases and maintains lists of segmented customers.
• Identifies new leads and target audiences to optimize ROI.
• Migrates different communication channels to more effective, cost-worthy ones.
• Develops strategies for testing all aspects of a CRM and makes sure the most effective approach to customer relationships is always taken.
• Brings departments together and maintains high levels of cooperation between them.
• Knows the competition and strategizes accordingly.
• Acknowledges individual customer concerns and needs and then caters to them.
• Determines a course of action to resolve customer problems.
• Interacts with customers using phone, fax, e-mail, company website and in person.
• Train all new Slate users and more experienced users when there are upgrades
• Respond promptly and professionally to all inquiries and system issues for resolution

Skills: CRM Strategy Development, Customer Journey Mapping, Customer Data Segmentation, Direct Customer Communication, Lifetime Value Optimization, ROI Optimization, Cross-Departmental Collaboration, CRM Training & Support

• Enter and edit contacts and accounts.
• Work with Marketing to execute email marketing programs.
• Work with Service to track customers’ products and service tickets.
• Maintain data accuracy, data confidentiality, and data integrity.
• Distribute data to appropriate stakeholders.
• Create and report metrics derived from the CRM database.
• Execute cross-functional and cross-departmental projects.
• Configure CRM modules, rules, workflows, tables, forms, fields, views, reports, and dashboards to systematize business processes
• Collaborate and cooperate with team members and university stakeholders, representing the department as an effective partner
• Identify opportunities for more effective processes that fully utilize the functionality of the CRM
• Integrate SLATE management into admissions enrollment goals
• Update and upgrade the system as additional functionality and features are available
• Ensure that the system reflects current organization structure and procedures including all user access and permissions
• Monitor data integrity of prospect and applicant records and the effective transfer of information to university systems
• Ensure that data in the CRM is complete, correct, and up to date
• Manage the CRM and all of its functions and ensure that the CRM is functioning at 100% at all times

Skills: CRM Data Management, Email Marketing Execution, Service Tracking, Data Confidentiality & Integrity, CRM Configuration, Cross-Functional Collaboration, Process Improvement, System Updates & Management

• Working with business owners across the organization to understand business objectives.
• Develop strategies and plans to ensure CRM supports achieving those business goals.
• Ensuring consistent data input and use of the system across all parts of the business.
• Work with leaders to create necessary integrations with other systems.
• Work cross-functionally with other teams to solve problems that involve CRM data. 
• Manage the work of the CRM analyst. 
• Work with the analyst to pull data needed and run reports to ensure the goals of various business leaders are met.
• Set overall strategy, timelines, and plans for CRM.
• Ensure training by CRM analysts meets the needs of the business.
• Partner with IT leaders and analytics team to ensure needed support for CRM.
• Partner with IT to ensure that CRM roadmap aligns with the IT roadmap.
• Manage all CRM campaigns and marketing initiatives, ensuring that sales department metrics and goals are met in relation to customer contacts
• Measure and maintain performance levels set by the company
• Compile all necessary reports on a timely basis
• Demonstrate an intimate knowledge of LMP's client acquisition process
• Attend meetings with various team members 

Skills: CRM Strategy Development, Data Management, System Integration, Cross-Functional Collaboration, CRM Analyst Management, Training Coordination, Campaign Management, Performance Measurement

• Provide ongoing support to the development and use of CRM platform. 
• Part technical project coordinator, part administrator, and part analyst. 
• Responsible for the day-to-day configuration, support, maintenance, and improvement of CRM platform. 
• Assist in training new users, facilitating user testing in the development process, and working with departmental management and staff to identify and deploy business process improvements using CRM and related systems.
• Perform all administrative functions associated with maintaining the quality and consistency of the database
• Updating, merging, and eliminating duplicate contacts, researching and resolving data discrepancies, managing invalid records, and ensuring contacts are associated with respective companies.
• Research and process any changes on a regular schedule and follow up with users
• Works with the entire organization as a champion, trains people to ensure the CRM is understood by new and existing users
• Provides support and training for staff in data entry and basic management.
• Assesses various options for optimizing and customizing the system to help the system grow and evolve, striving to meet the changing needs of the company
• Attends regular meetings with management, support staff, and various team members to review upcoming issues, items, and training.
• Conducts quarterly scoring of the required information and user participation
• Works closely with all business units to ensure system compatibility and effectiveness
• Creates and customizes dashboards, views, reports, and campaigns
• Supports the business development process by adding and maintaining information for new and continued business opportunities.
• Manage application administrator functions such as user profile management, permissions, data rules, activation of new features, licenses and storage capacity

Skills: CRM Administration, Technical Project Coordination, Database Management, User Training & Support, Data Quality Assurance, System Customization, Business Process Optimization, Application Administrator Functions

• Provide project management for assigned projects including deliverables, documentation of solution requirements, specifications, and needs assessments.
• Receives and evaluates change requests for the CRM and related information technology and acts as one of the customer interfaces for evaluation of those requests.
• Provides project management for assigned projects including deliverables, documentation of solution requirements, specifications, and needs assessments.
• Develop and maintain an understanding of customer workflows and business needs to support.
• Manage multiple competing priorities through effective organization and communication.
• Provides oversight and guidance with design specifications, workflows, needs requirements gathering, and technical deliverables of projects managed by other team members.
• Serve as a liaison between the CRM functions and outside vendors, internal business staff, and other stakeholders and partners.
• Work with Development, QA, Integration, and other teams to communicate, verify, and test the desired functionality changes.
• Responsibilities include working with the Salesforce platform and playing a key role in the development of related projects.
• Handle all administrative functions including, but not limited to, security, troubleshoot issues, user account maintenance, workflows, field setups, and other routine tasks.
• Work with stakeholders to gather business requirements.
• Manage Salesforce data feeds and other integrations.
• Coordinate the evaluation, scope, and completion of new development requests.
• Assist in training new users and grow the Salesforce.com skill set across the organization.
• Effectively act as the liaison between users, vendors, and the application development teams.
• Implement enhancements and roll out new features
• Create and maintain documentation for Dynamics 365

Skills: Project Management, CRM Change Management, Documentation Skills, Stakeholder Communication, Vendor Liaison, Salesforce Management, Dynamics 365 Maintenance, Business Requirements Gathering

• Responsible for the overall administration and support of the Constituent Relationship Management (CRM) system. 
• Support and manage projects pertaining to the Salesforce CRM. 
• Administer Salesforce CRM settings, security, and integrations. 
• Keep abreast of best practices in the field and remain up-to-date on current trends and new technologies. 
• Anticipate change and ensure the organization is positioned to succeed.
• Supports and manages projects about the Salesforce CRM solution.
• Serves as a systems administrator for the CRM environment, including basic configurations, users, and user roles.
• Develops and conducts training for all existing and new team members in various environments, including face-to-face, phone, and virtual.
• Provides support to staff members in solving problems, including case management with Salesforce Help Support.
• Creates and maps new forms and/or events within CRM and other systems, ensuring the data connectors are configured appropriately.
• Assists in identifying, developing, and deploying customized reports, dashboards, and processes.
• Creates and maintains documentation on processes, policies, configuration, and user guides.
• Develop, manage and communicate daily, weekly, and monthly financial and sales activity-based reporting, including sales pipeline reporting and monthly forecasts
• Manage and communicate weekly and monthly sales win reporting for internal communication and salesperson compensation verification and pipeline activity
• Provides ad hoc sales pipeline reporting for the executive team
• Responsible for reporting and communication of data accuracy of sales representative, customer, and prospect data in CRM
• Manage Master CRM data set used for all sales KPI & metrics reporting

Skills: Salesforce CRM Administration, CRM Security and Integration, Trend Analysis and Best Practices, Change Management, CRM Training Development, Report and Dashboard Creation, Data Accuracy Management, Sales KPI and Metrics Reporting

• Handle all administrative functions including user account maintenance, reports, dashboards, workflows and other routine tasks
• Complete regular internal system audits and prepares for upgrades, staying ahead of vendor development cycles
• Manage systems data feeds, inc inbound lead data and other integrations
• Manage email marketing through segmentation of lists and monitoring of resulting performance
• Manage large data sets, ensuring accuracy and de-duplication of records
• Coordinate the evaluation, scope and completion of new development requests.
• Work with management teams to establish suitable processes
• Support administrative, development, and change management activities
• Assist in training new users, and grow the system's skill set across the organization taking personal responsibility for adherence to processes
• Generate reports & dashboards to provide a management overview of sales performance (Sales CRM) & customer service/problem management trends (CCMS)
• Act as the liaison between users, vendors and internal development teams
• Translate business process requirements into workable system solutions (system fields management, automation, workflows & validation rules, etc)
• Create & maintain up to date system set up documentation for resiliency & business continuity purposes
• Maintain CRM integrations including technical troubleshooting of APIs and source/target integration points
• Manage integrations between CRM, Power BI, and Agency Corporate websites
• Manage all technical aspects of the CRM system

Skills: System Audits, Data Integration Management, Email Marketing, Data Accuracy and De-duplication, Process Development Coordination, Change Management, CRM and Power BI Integration, Technical Troubleshooting

• Organization, planning, and decision-making
• Excellent interpersonal skills
• superior written and verbal communication, and presentation skills
• Team player who has the ability to be part of a dynamic environment
• Ability to prioritize and multi-talk on multiple projects and daily operations
• Exceptional critical thinking and analysis skills
• Professional experience with system administration, databases management or programming development 
• Knowledge and experience with Salesforce, relational databases, ETLtools, basic conditional logic, programming languages and basic web development
• Prior experience with Salesforce Administration and Development
• Ellucian (Banner) knowledge

Qualifications: BA in Data Analytics with 3 years of Experience

• Experience with data processing flowcharting techniques.
• Hands-on database tuning and troubleshooting experience.
• Strong technical documentation skills.
• PC proficient, must have a strong familiarity and experience with usage and management of computer databases.
• Experience with SalesForce/nCino.
• Excellent verbal and written communication skills.
• Self-starter with ability to handle multiple tasks and shifting priorities.
• Client-facing skills.
• Dynamics CRM experience on an administrator level
• Strong computer, hardware, software, and analytical skills.
• Demonstrated experience understanding the unique business requirements of internal users, and translating/presenting those needs into a compelling vision and roadmap.
• Excellent oral, written, presentation and interpersonal communication and relationship skills.

Qualifications: BA in Business Administration with 4 years of Experience

• Experience in Salesforce.com Sales and Marketing Cloud, Dataloader and an understanding of CRM
• Creativity, initiative, excitement about the possibilities of CRM
• Quick, analytical thinker
• Excellent communication skills (verbal and written)
• Ability to effectively communicate complex concepts.
• Ability to interact and communicate with all levels of the company
• Ability to work and communicate with people of varying technical skills.
• Must have knowledge of Sprint/Agile methodologies
• Self-starter with strong desire to succeed
• Proven problem-solving and team building skills
• Must be detail oriented and highly organized
• Must possess excellent customer service skills
• Fluent in English 

Qualifications: BA in Information Technology with 2 years of Experience

• Experience and knowledge of Sugar CRM preferred or Salesforce
• An understanding of architecture and technical knowledge in order to translate business problems into CRM-speak
• Experience with change management.
• Strong analytical skills.
• Ability to think strategically about the big picture around multiple business lines and user types.
• Familiar with all standard CRM functionality across Lead to Compensation pipeline.
• Must be results oriented, and demonstrate a sense of urgency with creative/innovative/forward thinking skills
• Proficient with Microsoft Office Suite
• Ability to multi-task, meet deadlines, and work in a fast-paced environment
• Understanding of relational databases and data integration tools
• Experience with Salesforce Cases Management and Workflow/Process Builder Management
• Experience in subscription management 
• Ability to work independently, as well as part of a team, on multiple projects

Qualifications: BA in Marketing with 4 years of Experience

• Experience in CRM Marketing or advertising.
• Experience in a managerial position
• Exposure to and experience working in a sales or Retail environment
• Demonstrated knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.
• Strong knowledge and understanding of current & emerging eCommerce strategies, trends, & techniques that consistently give the business a lead in consumer acquisition within the market
• Excellent interpersonal and communication skills.
• Strong attention to detail competency with MS Office
• Project management and planning skills
• Ability to quickly learn new software applications.
• Strong organizational skills with the ability to multi-task.
• Excellent written and verbal communication skills.
• Strong detail-orientation.

Qualifications: BA in Computer Science with 3 years of Experience

• Strong technical understanding of Dynamics 365 Sales and Dynamics 365 Marketing, including understanding of key CRM functional areas.
• PL-200, MB-210 and MB-220 certifications 
• Experience working within a marketing organization, and the understanding of marketing stack integration, and sales & marketing automation.
• Experience managing projects across multiple groups, departments and divisions, with global background
• Excellent emotional intelligence, can communicate and collaborate with multiple stakeholders with different agendas.
• Ability to develop and communicate clear understanding of business requirements and technical information with users, development, IT, and vendors.
• Can approach requirements from both critical and creative standpoints, using analytical and problem-solving skills to drive results.
• Detail oriented while having the ability to see the big picture.
• Excellent computer skills (including Microsoft Office proficiency)
• CRM/database management experience 
• Work experience with Salesforce.com (SFDC Enterprise and Sandboxes)

Qualifications: BA in Data Analytics with 2 years of Experience

• Exceptional verbal and written communications skills, engaging interpersonal skills, high energy, personal initiative, and a sense of humor.
• Ability to develop and maintain collaborative and professional relationships.
• Salesforce Administrator Certification.
• Experience with database conversions and data transformation
• Experience with database management for non-profit fundraising or program management
• Strong sense of fundraising ethics and respect for confidentiality of donor information and intent.
• Experience in a nonprofit environment with a variety of stakeholders and deeply rooted community values.
• Strong customer service acumen.
• Interest in hunger or food issues.
• Passion, enthusiasm, focus, and creativity around Alameda County Community Food Bank’s vision, mission and values of community, leadership, transparency, innovation and diversity.
• Ability to work both independently and in a collaborative setting with people of diverse backgrounds and circumstances.
• Ability to empathize with clients in a compassionate and respectful manner.
• Strong work ethic with an orientation towards constant innovation and process improvement
• Innovative self-starter and problem solver with a bias towards action

Qualifications: BA in Computer Science with 5 years of Experience

• Experience as a Salesforce Administrator, ideally in NPSP.
• Salesforce Lightning experience
• Experience with NPSP, V4S, Pardot and FormAssembly 
• Proficiency in Windows operating systems, Microsoft Office (Word, Excel, PowerPoint, etc.), and experience with constituent relationship management (CRM) systems (e.g., Salesforce, Blackbaud or similar).
• Solid analytic and problem-solving abilities.
• Business analyst skills, including the ability to gather and consolidate requirements from across multiple functional areas and recommend a path forward to meet the organization’s needs.
• Ability to learn new technologies quickly.
• Strong technical troubleshooting, quality assurance and solution testing skills.
• Skilled at training and coaching others on technical systems.
• Ease in communicating with technical and non-technical users effectively, while translating requirements to the appropriate level of understanding.
• Strong organizational skills, ability to prioritize and handle multiple priorities simultaneously and to work calmly under pressure of goals and deadlines.
• Self-directed, performance-oriented individual who has demonstrated initiative and achievement of goals.

Qualifications: BA in Marketing with 4 years of Experience

• Proven customer service orientation combined with the ability to work well with others, in the office and out.
• Creativity, initiative, excitement about the possibilities of the CRM.
• Excellent business analysis and problem-solving skills.
• Demonstrated verbal, written and interpersonal skills.
• Ability to work with people of varying technical skills.
• Previous experience in an end-user technical support role.
• Quick, analytical thinker.
• Intermediate Excel or SQL skills.
• Basic understanding of Microsoft CRM SDK.
• Familiarity with Student application support/development.
• Familiarity with Admissions processing.
• Experience with Banner or other enterprise-level application development.
• Experience with Oracle PL/SQL.

Qualifications: BA in Information Technology with 2 years of Experience

• Experience with any CRM system.
• Knowledge of Oracle/ Microsoft Dynamics CRM 
• Team player, self-motivated and extremely detail-oriented with strong analysis skills
• Technical understanding and ability to learn
• Fluency in Microsoft Office applications
• Strong in written and verbal English
• Experience with Salesforce Marketing Cloud.
• Background with email marketing templates.
• Knowledge and practical experience executing email marketing campaigns.
• Experience coordinating marketing campaigns leveraging CRM data.
• Experience with reporting and forms applications, i.e Cognos, FormFusion, Crystal Reports, etc.
• Experience with the administration of a CRM system
• Experience with Microsoft Dynamics.

Qualifications: BA in Business Administration with 1 year of Experience