District Director-CRM Systems

The Office of Information Technology (OIT) supports student success by providing a reliable and innovative technology environment for students, faculty, and staff to improve teaching, learning, and support operations. The Department of Business Enterprise Systems key functional areas include Student Information Systems; Finance Systems; Human Capital Management; and Customer Relationship Management (CRM).

PRIMARY OBJECTIVE

Reporting to the Executive Director - Business Enterprise Systems, the District Director CRM Systems manages and directs the district's CRM/Salesforce team and is responsible for leading day-to-day operations and projects related to the development, maintenance, and optimization of the district's Salesforce ecosystem.  In this capacity, the position oversees architecture, system enhancement, data integrity, integrations, reporting, and production support, ensuring that the Salesforce platform meets the evolving needs of the organization.  

The District Director CRM Systems works collaboratively with OIT senior managers to drive strategic planning, system enhancement, and operational support of Salesforce and related technologies, with a particular focus on Education Cloud and Marketing Cloud, to support the business and decision-making processes for the seven colleges and the district office.  Performs related duties as required. 

ESSENTIAL DUTIES

Team Leadership and Management

• Manages the CRM/Salesforce support team including administrators, developers, and analysts and facilitates professional development opportunities.
• Oversee the teams day-to-day activities, including system maintenance, updates, and testing for customizations, upgrades, and enhancements. Leads large scale Salesforce projects.
• Manages the hiring and training of staff and fosters a culture of collaboration and continuous learning.

Strategic Planning and Implementation Leadership

• Work with the ED - Business Enterprise Systems to develop and maintain the strategic and tactical roadmap for Salesforce and its integration with other enterprise systems.
• Partners with stakeholders to define business requirements and oversee the design and implementation of system solutions.
• Oversees the architecture, design, and functionality of the Salesforce platform to ensure scalability, reliability, and performance.
• Ensures adherence to Salesforce best practices in configuration, development, and data management.
• Implements governance processes for change management, sandbox usage, and production deployments.

System Enhancements and Integrations

• Directs technical and functional team members in the development of new Salesforce features, enhancements, and integrations with external systems, such as Peoplesoft (ERP) and data warehouses.
• Collaborates with cross-functional teams to ensure seamless system interoperability and data flow.

Stakeholder Communication

• Serves as primary point of contact for Salesforce-related updates, ensuring clear communication with district leadership and end-users.
• Provides regular status updates, data insights, and system performance metrics.
• Collaborates with key OIT staff and stakeholders to ensure alignment of ERP and CRM system roadmaps, maintaining cohesive data integrity and functionality.
• Works closely with cross-functional teams, including Enrollment, Fundraising, Marketing, Outreach, Call Center, Alumni Management, and IT, to identify and prioritize business requirements.
• Serves as a liaison between technical teams and business stakeholders, ensuring effective communication and alignment.

Budget and Resource management

• Manages the Salesforce-related budget, including licensing, third-party applications, and vendor services.
• Evaluates and recommend tools and services to enhance the platform's functionality and efficiency.

Ongoing System Monitoring and Reporting

• Regularly monitor Salesforce system performance, addressing issues proactively and minimizing downtime.
• Collaborates with administrators to generate and analyze reports to support data-driven decision-making.

Collaboration and Advocacy

• Works closely with district-wide leadership to align Salesforce initiatives with institutional goals.
• Represents the Salesforce support team in district-wide discussions, advocating for system enhancements, and new opportunities.

Compliance and Policies

• Enforces OIT policies and guidelines, ensuring the Salesforce platform adheres to regulatory, security, and compliance requirements.

REPORTING RELATIONSHIPS 

Reports To                       Executive Director - Business Enterprise Systems 

Direct Supervision          CRM Senior Salesforce Administrator, CRM Salesforce Administrator, CRM Junior Salesforce Administrator, Business Analyst, Salesforce Developer, Quality Assurance Engineer, Project Manager, Salesforce consultants 

QUALIFICATIONS

• Bachelor's degree from an accredited college or university 
• At least five years of progressive experience in Salesforce administration or a comparable CRM platform, with a proven track record of increasing responsibility and accomplishments 
• An equivalent combination of education, training, and experience may be taken into consideration 
• Salesforce certifications (e.g., Salesforce Administrator, Salesforce Certified Advanced Administrator, Application Architect, or Technical Architect) strongly preferred
• Technical project management experience desirable 
• Strong working knowledge of Salesforce, including Sales Cloud, Service Cloud, Marketing Cloud, Education Cloud, and other related modules
• Strong understanding of Salesforce architecture, integration strategies, and development lifecycle
• Familiarity with Salesforce security models and user management practices
• Familiarity with tools like Tableau, Boomi, and Salesforce DevOps solutions 
• Awareness of current trends and best practices in CRM and Salesforce ecosystem
• Proficiency in Salesforce administration, including configuration, customization, and implementation 
• Strong technical project management skills, with experience leading projects from conception to completion.
• Exceptional communication skills, demonstrating a customer-centric approach when engaging with stakeholders at all levels 
• Ability to analyze complex situations and provide clear, actionable, and thorough solutions
• Excellent analytical, organizational and administrative skills, with attention to detail and the ability to prioritize competing tasks
• Ability to lead and develop high-performing teams, fostering a collaborative and results-driven environment
• Proven ability to align Salesforce solutions with business goals
• Ability to work in a culturally diverse environment 
• Ability to meet deadlines in a fast-paced environment, managing multiple priorities effectively
• Ability to work evenings and some weekends as required to support organizational needs
• Proficiency in the use of Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.  

We are an equal opportunity and affirmative action employer. Chicago residency is required for all full-time employees within 6 months of hire. Thank you for your interest in CCC!