Customer Relationship Management Coordinator

About Us

Are you ready to join a community leading in innovative teaching and learning? Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university's vibrant culture, career opportunities, mission and values and rich benefits make us an employer of choice. We are part of the University System of Georgia . Kennesaw State will exemplify the power and promise of a student-centered, research-driven university. Our institutional values are student-inspired, promise-fulfilling, true to ourselves, elevational, open and impact-generating. In addition, we support the University System of Georgia core values of accountability, excellence, integrity and respect. We are searching for talented people to join Kennesaw State University. Come to KSU and find your passion.

Location

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

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 and Salesforce CRM or similar system. Works with the leader to empower various channels to leverage technology to enhance student engagement, recruitment, and retention efforts. 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 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 similar environment

Proposed Salary

The budgeted salary range is $51,600 to $56,800. Offers are based on relevant experience.

Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits.

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 TargetX and Salesforce or similar system 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

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 .

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel

Background Check

* Standard Enhanced
* Education

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf