CRM Specialist

Position Information

The Client Relationship Management (CRM) Specialist will apply their skills as a seasoned database professional to support and to grow the capabilities of the Slate platform to meet the needs of Undergraduate Admissions. They will recommend, implement and manage a large variety of emails to ensure timely deployment, population management and reporting. This position will also develop, deliver, and maintain template libraries, queries, reports, and portals within Slate. They will maintain data integrity and conduct on-going analysis of business processes that align with overall department goals.The position requires strong interpersonal communication skills and will lead or coordinate projects and work with other departments such as enrollment marketing and be willing to communicate the needs of undergraduate admissions. The CRM specialist will also work with undergraduate admissions staff and provide documentation and training as needed. The CRM Specialist must be able to think critically and creatively about how the Slate platform can be used to increase efficiencies and provide a more holistic experience to students, parents, and counselors to achieve enrollment goals and be adaptable, growth-minded, and able to work with a diverse team of individuals with varying technological knowledge. They must also be able to function independently, own their work, and see projects through to completion. The Undergraduate Admissions office is hybrid in-person/telecommute. There is an opportunity for this position to be fully remote upon approval from the Director of Undergraduate admissions.

The salary range for this position is $79,698.96 to $144,155.52 annually. However, the expected pay scale for this position is $79,698.96 to $85,000.00 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

Key Responsibilities

• 25% — Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet end-user needs. Creates and documents technical specifications to meet user needs within the department, including developing and implementing complex CRM-user interface designs. Conduct on-going analysis of business processes, make recommendations and deliver solutions that align with the overall department roadmap. Proactively gathers, analyzes, prepares and summarizes recommendations of process and procedural documentation, implementing approved changes.
• 20% — Supports development of on-going and new drip email campaigns, specifically updating the template to be used and ensuring the logic is accurate. Assists in executing communications emails using new or existing templates, specifically ensuring targets are accurate. Builds and checks queries (quality assurance) for mid to high risk communications involving student business processes.
• 15% — Provides technical expertise in identifying, evaluating and developing complex systems and procedures. Creates complex specifications for systems to mee tend-user requirements. Involved in developing complex user interface designs. Plans and executes unit integration and acceptance testing. Participates in cross-functional teams to address complex business or systems issues. Works as part of a larger team on one-off and regularly occurring technical projects within the CRM tool and other university systems. Participates in cross-functional teams to address complex business or systems issues as the owner of technical aspects of the platform. Interacts with department leadership to align business needs with CRM technical solutions.
• 15% — Manage data uploads while maintaining data integrity, create or update eventsforms, and even portals within Slate CRM while providing documentation andtraining as needed.
• 15% — Gathers, analyzes, prepares and summarizes business and user needs, documenting requirements and revising existing system and process logic issues as necessary. Provides support and training on new applications. Guides and advises less-experienced Business Systems Analysts. Provides support and training on new CRM features to users with varying backgrounds and experiences. Consults with department leadership about how staff may better use applications that are currently available to them. Plans and executes unit integration and acceptance testing for Slate.
• 5% — Performs other functions as needed.
• 5% — Gathers, analyzes, prepares and summarizes recommendations for approval of business process and procedural documentation. Recommends and implements changes in processes and procedures. Negotiates with stake holders on the creation of specifications. Monitors and evaluates how staff use the CRM tool to determine how it can be used more effectively to meet business needs. Analyzes, prepares and summarizes business and user needs, documenting requirements and developing reports that outline shortfalls and problems with the current use of the system. Educate staff about system functions to navigate expectations relative to capabilities.

Experience

• 4-7 years of related experience. — Required

Education

• Bachelor's degree in related area and/or equivalent experience/training. — Required

Minimum Requirements

Thorough knowledge of business processes and procedures. Demonstrated testing and test planning skills. Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills. Thorough knowledge of business and process analysis functions. Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization. Demonstrated ability to work with others from diverse backgrounds.

Preferred Qualifications

Thorough knowledge of related areas of IT. Broad knowledge relating to software design. Strong skills and knowledge of methodologies associated with analysis of processes and problems, information flow and architecture. In-depth understanding and skill in process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description.

Knowledge, Skills and Abilities

• Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills. — Required
• Thorough knowledge of business and process analysis functions. — Required
• Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization. — Required
• Demonstrated ability to work with others from diverse backgrounds. — Required
• Thorough knowledge of business processes and procedures. — Required
• Demonstrated testing and test planning skills. — Required
• Thorough knowledge of related areas of IT. — Preferred
• Broad knowledge relating to software design. — Preferred
• Strong skills and knowledge of methodologies associated with analysis of processes and problems, information flow and architecture. — Preferred
• In-depth understanding and skill in process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description. — Preferred

Additional Information

In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

• UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
• UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
• UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
• Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
• Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
• UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under state or federal law. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.

For information about our generous employee benefits package, visit: Employee Benefits Overview

Physical Requirements

• Bend — Occasionally
• Sit — Frequently
• Squat — Occasionally
• Stand — Occasionally
• Crawl — Occasionally
• Walk — Occasionally
• Climb — N/A

Mental Requirements

• Read/Comprehend — Constantly
• Write — Constantly
• Perform Calculations — Frequently
• Communicate Orally — Constantly
• Reason & Analyze — Constantly

Environmental Requirements

• Is exposed to excessive noise — No
• Is around moving machinery — No
• Is exposed to marked changes in temperature and/or humidity — No
• Drives motorized equipment — No
• Works in confined quarters — No
• Dust — No
• Fumes — No

Special Conditions

• Required
• Required