Job Description

Description

Information Technology Services at West Virginia University is currently accepting applications for a CRM Assistant Director.

About the Opportunity

Reporting to the Director of Systems of Engagement, the Assistant Director for CRM provides leadership, strategic direction, and oversees operational aspects for the Salesforce administrators, including budget management, resource planning, and the establishment of policies, procedures, and standards. The Assistant Director is tasked with effectively allocating resources and collaborating with leadership to prioritize projects in alignment with strategic objectives. This role requires a deep understanding of Salesforce architecture, configuration, and customization, as well as strong leadership and communication skills. This position will have extensive collaboration with various stakeholders which is integral to maintaining superior service levels, security, and stakeholder satisfaction.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

37.5-hour work week
13 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year or more based on years of service (employee leave)
18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
WVU offers a range of health insurance and other benefits
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
Wellness programs
What You'll Do

Lead, manage and mentor the Salesforce administrators to ensure the effective implementation, customization, and maintenance of Salesforce solutions. This also includes task management, recruitment, evaluation, training, motivation, and staff development for employees in this unit.
Work closely with stakeholders across the institution to identify business requirements, evaluate capabilities, and implement Salesforce solutions that empower our business partners to expand rapidly and deliver services to the university efficiently.
Oversee the development and execution of Salesforce projects, including system enhancements, integrations, and upgrades, and ensure staff is properly engaging with and meeting expectations of project teams.
Ensures adherence to established standardized approaches for application and integration development to include but not limited to best practices in development standards, code reviews, documentation, and change management.
Provide guidance and support to Salesforce Administrators in troubleshooting complex issues and optimizing system performance.
Stay current with Salesforce best practices, industry trends, and emerging technologies to drive continuous improvement.
Develop and maintain documentation, training materials, and standard operating procedures related to Salesforce administration and usage.
Serve as a subject matter expert on Salesforce functionality, capabilities, and limitations to support decision-making and strategic planning.
Foster a culture of collaboration, innovation, and excellence within the Salesforce team and across the Information Technology department.
Promote the use of ITS programs, policies, and best practices to ensure efficient and secure delivery of IT services.
Gather, review, and evaluate work requests from WVU enterprise clients regarding requirements, determine appropriate resources and approach, and provide support within the responsibilities and mission of the unit.
In conjunction with the Director, collaborate to develop and execute short- and long-term organizational objectives, policies, financial strategies, and operational procedures. Evaluate program effectiveness, monitor progress, and implement necessary changes to enhance performance and achieve improvement goals.
Assist the Director in establishing, maintaining, and executing on a strategic roadmap for assigned products.

Qualifications

Bachelor’s degree in computer science, Computer Engineering, Software Engineering, Information Systems, Information Security, or a related field, or an equivalent combination of education and experience
A minimum of six (6) years of combined experience in the following:
Practical, on-the-job experience in CRM management. This experience should also include communicating technical information to a non-technical audience. Strong preference for individuals with experience in a higher education setting supporting faculty, staff, and students.
Technical knowledge of Salesforce Clouds (Sales, Service, Education, Experience and Marketing)
Experience in project management, organizational, and leadership skills which may be acquired through practical experience, though not necessarily gained in the information technology field.
A minimum of two (2) years of experience in the following:
Supervisory experience over technical staff.
Knowledge and experience with Customer Relationship Management – Salesforce which includes Sales cloud, Service cloud, Education Cloud, Experience Cloud and Marketing Cloud.
Proficiency in key concepts including SDLC, DevOps, and agile development methodologies.
Professional experience in business analysis and/or operational standards.
Experience with implementation including analysis, design, code development, testing, deployment and support of critical software systems such as Salesforce, Informatica Cloud, DemandTools, Apex, Data Loader, Workflow, Conga Suite and Ownbackup. Omnistudio experience a plus.
Strong leadership and administrative skills. Demonstrated ability to effectively guide, lead, and develop technical employees.
Proficiency in integrations, particularly with ETL (Extract, Transform and Load) tools such as Informatica Cloud/Axiom.
Proven record to build new teams, mentor and develop staff, and create a culture of collaboration, accountability, and inclusivity.
Demonstrated excellence in written and verbal communication, collaboration, and team building skills. Professional level writing, editing, and oral communication skills are required, including the ability to present technical materials to a large, non-technical audience.
Ability to work independently, prioritize tasks logically, and coordinate effectively to meet deadlines. Strong project management and organizational abilities, capable of handling multiple concurrent projects under pressure.
Exceptional interpersonal skills, including a positive attitude, customer service orientation, adeptness in handling difficult situations, and effective communication across diverse cultures and backgrounds.
Ability to lead in a crisis, including broad knowledge and understanding of crisis management, and the ability to gather information, make decisions, and communicate with incomplete information.
Demonstrated commitment to outstanding customer service.