JOB SUMMARY

The Salesforce CRM Administrator is responsible for the implementation, configuration, maintenance, and support of the College’s Customer Relationship Management (CRM) system and related applications. This role ensures the CRM system effectively supports recruitment, admissions, case management, retention and student support services. The Administrator collaborates closely with departments across the institution—including Student Affairs, Academic Affairs, Workforce Development, Community Education, Continuing Education, Institutional Research, and the Office of Cultural Excellence and Belonging—to align CRM functionalities with institutional goals. Key responsibilities include configuring the CRM to meet user needs, analyzing and resolving system issues promptly, and monitoring data quality and integrity. The Administrator applies strong communication and problem-solving skills to guide and assist users in the design, development, and deployment of CRM solutions critical to enrollment management and student success initiatives.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Excellent verbal, written, organizational skills, and ability to interface directly with executive level staff.
2. Excellent analytical and reasoning skills.
3. Must possess strong customer service and interpersonal skills; maintain courteous attitude in dealing with students, faculty, and staff.
4. Ability to learn the RVC systems and new programs and languages as technology changes.
5. Ability to prioritize effectively and to work efficiently without direct supervision.
6. Ability to work independently or with specialized teams.
7. Ability and willingness to complete several concurrent tasks in a fast-paced, detail-oriented, multi-tasking environment.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM QUALIFICATIONS

1. Bachelor’ Degree in Information Technology or other related technical discipline or Associates Degree in information technology or other related technical discipline and 5 years of experience in enterprise level or large-scale complex database programming environment required, in lieu of bachelor’s degree. Other relevant experience will also be considered.
2. 3-4 years’ experience in at least some of the technologies below, or other relevant technologies:
3. Advanced knowledge of CRM systems. (i.e. Salesforce, D365, ZOHO, etc.) Experience with architecture designed for higher education preferred but not required.
4. Experience with Apex (Salesforce), SQL, Visual Basic, SharePoint, GitHub, ETHOS Integration, Web-based tools such as HTML, JavaScript, CSS, ASP.NET, C#

PREFERRED QUALIFICATIONS

1. Related professional certifications are desirable.
2. Experience working in an educational setting is preferred.

• Documents functional requirements, analyzes requirements in the context of software and processes, develops and executes test plans, assists with and document business process improvement efforts, and troubleshoots production issues.
  · Assists in development of software development project plans, including scoping, scheduling, and implementation.
  · Designs, codes, configures, and maintains complex software applications and systems using a variety of programming languages to meet user and operational needs
  · Collaborates with internal and external stakeholders in conceptualizing, developing and maintaining effective business solutions.
  · Manages and assesses Salesforce CRM and related applications effectiveness by functional area assigned; identifies needs and develop horizontal upgrade, and support plans.
  · Performs data validation and quality control checks to maximize ongoing operational performance tasks.
  · Develops and maintains design, configuration, and troubleshooting documentation.
  · Works across various platforms that integrate with the College’s CRM and ERP systems and understands the governance, security and integration development.
  · Serves as the primary or secondary business partner and programming support for each of these technologies/systems:
  a. Salesforce CRM
  b. Ellucian Ethos
  c. Apex (Salesforce) Programing Language
  d. Pardot/Marketing Cloud
  e. Formstack
  f. Event Management Software
  g. Lightning Scheduler
  h. Salesforce Digital Experience(s)
  i. Text Messaging Platform
  j. Voice Broadcasting Platform
  k. CRM Reporting/Data Analytics
  l. Chat Bot Software
  m. StoreConnect
  n. Salesforce AI
  · Trains and assists users with the operation of Salesforce applications and adoption of new functionality and offer professional development opportunities through staff and faculty development days.
  · Maintains regular and effective communication with the user community, colleagues within the organization unit, and supervisors.
  · Serves as internal help desk for Salesforce and Salesforce Digital Experience related issues.
  · Researches and keeps well informed on rapid development tools and emerging technologies.
  · Maintains continuous professional growth and development through a series of actions, including reading technical, professional, and marketing literature, attending workshops, seminars and demonstrations, collaborating with vendors, manufacturers, and colleagues, and engaging in hands-on experiences with a variety of technologies.
  · Provides informed recommendations for enhancements and improvements at Rock Valley College based on new and emerging technologies.
  · Maintain student confidentiality and adhere to FERPA regulations.
  · Lead initiatives to improve and maintain data integrity in Salesforce and ERP systems and serve on Data Governance Committees.
  · Serve as point of contact for developing non-IR (ad-hoc) reports for the purposes of analyzing enrollment, retention and student success trends and patterns.
  · Develops, manages, and validates reports and dashboards to support enrollment, retention, and student success initiatives using multiple databases and business intelligence tools.
  · Implement and evaluate business processes that enable the division of Student Affairs to achieve its enrollment goals.
  · Manage user roles, permissions, and ensuring data security within the CRM system.
  · Develop and maintain automated workflows to improve operational efficiency
  · Develop and maintain department dashboards to improve efficiency.
  · Collaborates with IT and security teams to implement and maintain robust cybersecurity measures within the Salesforce environment, including configuring user access controls, enforcing multi-factor authentication (MFA), monitoring for suspicious activities, and ensuring compliance with data protection regulations to prevent unauthorized access and fraud.
  · Perform other job-related duties as assigned by the Dean of Enrollment Services and Vice President for Student Affairs.
  · Develop automations and improve operations using Salesforce AI tools.
  · Develop and maintain the Community and Continuing Education eCommerce & Point of Sale solution (StoreConnect) to deliver a high-quality customer experience and ensure synchronization with the college’s ERP system (Colleague).
  · Develop Ethos API endpoints to improve data access and synchronization with Salesforce
  · Develop and maintain standard operating procedures, communicating updates to users, and assisting departments in transitioning to new CRM features or workflows.
  · Collaborates with end users to gather feedback on usability and continuously improve the interface and experience within the CRM and digital platforms.