The CRM Manager is responsible for coordinating activities related to the support, configuration, development, planning, designing, testing, integration, and maintenance of CMU's CRM environment. This includes providing administrative support, short and long-term system planning, reducing technical debt, testing automation, project implementation, reporting and coordination of continuous improvement efforts. This position also mentors team members by providing guidance on current development best-practices, documentation, and reinforces this guidance through code reviews and trainings. This role is expected to use enterprise software engineering best practices and modern development techniques to deliver maintainable solutions at scale.
Additionally, the CRM Manager works on implementation of goals, objectives, policies, and priorities related to process improvements and program deployment. This position collaborates with members from various groups and divisions to define project scope; develops architecture and detail design; works with technical subject matter experts to create solutions consistent with department standards; formulates and executes project plans; and manages, directs and mentors the CRM technical team.
Bachelor's degree. Four years of experience in operating CRM solutions. Demonstrated strong development and support experience with enterprise CRM solutions. Knowledge in practices such as project management and execution; business analysis and reporting; quality assurance and testing; and training. Communicates effectively in both written and oral format. Proven experience in delivering IT process and change management. Experience with agile software development and managing full SDLC. Ability to defuse tension among the project team should it arise. Strong presentation and interpersonal skills. Experience working in a team-oriented, collaborative environment. Positive attitude, motivated, adaptable and focused on prioritizing and executing multiple tasks in a time critical environment. Posses an understanding of IT service management (ITSM)/ ITIL Framework. Ability to perform the essential functions of the position with or without reasonable accommodation.
Management experience leading and managing a team of functional and technical experts with a deep focus on operational support, including the overall resource management of CRM platforms. Experience in configuration, support, and maintenance of Microsoft Dynamics 365 CRM environment. In-depth understanding of CRM solutions using the Microsoft Dynamics 365 platform. Experience with Microsoft Power Platform Flows and Dataflows. Demonstrated ability to direct and manage multiple CRM environments. Demonstrated operational IT experience, particularly in CRM best practices. Experience leading large projects with IT project management practices. Understanding of relational databases and complex integration landscapes. Knowledge of working in an Agile Scrum environment and establishing efficient Agile working practices with internal teams and delivery partners. Experience managing multiple, geographically dispersed vendors through all phases of the project life cycle.
Duties & Responsibilities
Plans, supervises and coordinates all activities related to the design, development, and implementation of CRM delivered solutions and functions. Develops and maintains technical, functional and analytical proficiencies needed to drive efficiency and agility across teams. Reduces technical debt, assesses quality of custom code, removes unused custom code, eliminates duplication of code, and other tasks deemed necessary. Manages a team and projects that support various university operations in the lines of businesses such as Student Lifecycle Management, Finance, Human Resources, and Information Technology. Collaborates with the development and implementation of solutions that ensures data consistency and availability. Works closely with colleagues and other IT executives to outline recommendations, actions, and prioritized plans. Stays well informed on newer technologies and changing needs from an overall organization perspective. Supports and delivers business solutions to offices including Student Recruitment & Retention, Finance and Administrative Services, and Academic and President's office divisions. Tracks and ensures all system changes follow the established change management and release processes. Works collaboratively and manages relationships with vendors that provide cloud-based and hosted services. Collaborates with process owners, development teams and the project management office to ensure projects and service expectations are met and delivered on time. Manages staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions. Manages employee reviews, vacation requests, time reporting, training needs; coaches and mentors employees' professional and technical development. Defines and implements policies and procedures for supporting applications through the product life cycle. Establishes a continuous improvement mindset for key IT processes within the organization. Other duties as assigned by OIT Leadership.
Supervision Exercised Supervisors are expected to support the Leadership Standards of Central Michigan University that foster a culture inspiring excellence. The Leadership Standards define how we lead and treat others on our team. As leaders, it is our responsibility to seek input from our teams to continuously improve our leadership abilities and our demonstration of the standards. Additionally, it is our responsibility to encourage and support the growth and development of those whom we lead. At CMU, we encourage employees to grow both personally and professionally, and thus advance CMU's culture of excellence. Message to Applicants Central Michigan University is dedicated to fostering a broadly diverse and inclusive campus that respects all social identities, experiences, and perspectives. In an effort to further this initiative, we are especially interested in candidates who will advance and promote an inclusive and supportive environment for every member of our university community.
You must submit an on-line application in order to be considered as an applicant for this position.
Cover letters may be addressed to the Hiring Committee.
Position will remain open until filled. The university reserves the right to close the recruitment process once a sufficient applicant pool has been identified. For best consideration, please submit application materials before Sunday, November 13, 2022.
Employee Group Professional & Administrative -Salary
Pay Range $75,000 - $85,000
Department Data & CRM Services - OIT
Position Status Regular
Employment Status Full-Time
Position Type 12 month
Weekly Work Schedule M-F 8 a.m. - 5 p.m.; evenings & weekends as required.
Location Mount Pleasant, MI
About the Department
About CMU Central Michigan University has a more than 125-year legacy of preparing students to become leaders and changemakers in their communities and in their personal and professional lives.
We serve nearly 15,500 students on our Mount Pleasant campus, in satellite locations around the state and throughout the country, and through flexible online programs. Many of our approximately 300 undergraduate, master's, specialist and doctoral programs in the arts, media, business, education, human services, health professions, liberal arts, social sciences, medicine, science and engineering are nationally ranked for excellence.
CMU leads the nation in leadership development programming through our Sarah R. Opperman Leadership Institute, and we are proud to be among only 5% of U.S. universities in the top two Carnegie research classifications. Our faculty work with graduate and undergraduate students in areas such as Great Lakes research, medical innovation, engineering technology and more.
Central is home to 17 men's and women's Division 1 sports including football, basketball, gymnastics, baseball, wrestling and more. Our student-athletes achieve great success in competition and in the classroom, capturing Mid-American Conference championships and maintaining an average cumulative GPA of 3.17.
CMU is located in Mount Pleasant, a community that blends the best of small-town living with big-city amenities. It's part of the culturally varied and vibrant Great Lakes Bay Region that also includes Saginaw, Bay City, Midland and the state's largest Native American community, centered on the Saginaw Chippewa Isabella Reservation in Mount Pleasant.
Area residents enjoy the mix of outdoor activities, cultural events, shopping and dining options, and family attractions. Other major Michigan destinations and attractions — Lansing, Grand Rapids, Detroit, Traverse City, wineries, beaches, golf and ski resorts, and many more — are within easy reach of the city's central location in Michigan's Lower Peninsula.
CMU employees enjoy access to a nationally recognized wellness program along with health care and benefits that exceed regional, state and national norms. CMU Leadership Standards Central Michigan University is a place where we value students and work for their success, where we act as family, and where employees are engaged, appreciated and have extraordinary opportunities to make a difference.
We intentionally maintain and strengthen the hallmark CMU culture that sets us apart from our peers by expecting CMU leaders and employees to model the following Leadership Standards and develop them within their teams.
Please review the Leadership Standards before applying for this position.
CMU, an AA/EO institution, strongly and actively strives to increase diversity and provide equal opportunity within its community. CMU does not discriminate against persons based on age, color, disability, ethnicity, familial status, gender, gender expression, gender identity, genetic information, height, marital status, national origin, political persuasion, pregnancy, childbirth or related medical conditions, race, religion, sex, sexbased stereotypes, sexual orientation, transgender status, veteran status, or weight (see http://www.cmich.edu/ocrie).
CMU does not discriminate on the basis of sex in the education program or activity that it operates, including admission and employment, and is required by Title IX of the Education Amendments of 1972 not to discriminate in such a matter.
Inquiries about the application of Title IX can be made to CMU's Title IX Coordinator, the US Department of Education's Assistant Secretary, or both.
Founded 125 years ago, Central Michigan University is a major, national university with 26,000 students, more than 30 remote locations in the U.S. and Canada, and 225,000 alumni worldwide.CMU offers more than 200 academic programs at the undergraduate, master’s, specialist and doctoral levels. Academic excellence is found in programs considered among the best in the nation, such as engineering, information systems, neuroscience, physician assistant, physical therapy, sales, logistics, fashion merchandising and design, advertising, marketing, public relations, and broadcasting. Central has been a pioneer in extended learning for nearly 50 years, and its online programs for undergraduates and the military, as well as its online MBA and online graduate education for teachers and school leaders, are nationally ranked.Central Michigan University expands its academics with immersive, hands-on opportunities such as research, volunteering, study abroad, internships and leadership experiences. The fourth-largest university in Michigan began with the mission of addressing a demand for teachers prepared and qualified to lead classrooms and educate future generations. That commitment to fulfil...ling unmet needs continues today through many newer programs, including our College of Medicine, which in May 2017 graduated its first class of doctors dedicated to serving medically underserved communities.Employees have access to fitness facilities and a nationally recognized wellness program as well as health care and benefits that exceed regional, state and national norms.With student-athletes who are expected to perform equally well in the classroom and on the field, CMU is a member of the NCAA Division I Mid-American Conference. CMU Athletics regularly earns accolades for student excellence in the classroom (almost 30 percent of our students were honored in spring 2017 for GPAs of 3.5 or higher) and on the field, with frequent men’s and women’s championship seasons in sports such as football, basketball, gymnastics, field hockey, soccer, baseball and softball, and wrestling. Central is located in a quaint, tight-knit community in the heart of central lower Michigan. Our community offers a robust mix of outdoor opportunities, family attractions, restaurants and brew pubs. Mount Pleasant’s small-town life is complemented by cultural activities on campus, including concerts, plays and guest speakers. Mount Pleasant is an hour or two from most Michigan destination spots, including Detroit, Grand Rapids, Lansing and Ann Arbor, as well as the state’s sunset beaches, golf and ski resorts, and our famous “Up North” communities, state parks and lakes.