Job Description:

The Customer Relationship Management (CRM) Technology Director is responsible for supporting the Salesforce CRM implementation at the McCombs School of Business (Texas McCombs). The CRM Technology Director will work closely with technical staff and Texas McCombs stakeholders to ensure successful implementation and adoption of the Texas McCombs 360 project. This key role will provide strategic leadership related to implementation of software solutions.

The Texas McCombs CRM360 is a constituent centric ecosystem that supports a comprehensive view of McCombs’ students, alumni, corporate partners and donors and their relationship with the school. It aims to help the school deliver a cohesive and consistent digital brand experience across all constituent touchpoints.

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Job Details:

As an Equal Opportunity Employer, Texas McCombs believes that diversity in our faculty, student, and staff populations is integral to our core purpose of educating leaders that create value for society. We welcome applicants from under-represented groups and those who can demonstrate a commitment to inclusion.

Texas McCombs is a top business school at the center of one of the most innovative cities in the U.S. The McCombs community champions hands-on experiences alongside the ground-breaking research and thought-leadership of world-class faculty. The collaborative spirit and enterprising drive of the Longhorn alumni network, one of the largest university networks in the world, is embedded in our culture, making us human-centered and future-focused in all our endeavors. We are shaping those who will shape tomorrow, and solving challenging problems while remaining committed to creating a community that is diverse, supportive, and challenging. What starts here really does change the world.

For more information about the McCombs School of Business please visit https://www.mccombs.utexas.edu/

Key Responsibilities

Lead the future CRM roadmap

• Lead the execution of road mapping activities and software implementation strategy that engages McCombs School of Business stakeholders.
• Deliver standard, consistent solutions across the School and collaborate with internal technical team and stakeholders to design cohesive project management strategies that ensure effective collaboration throughout all phases of requirements gathering, development, testing, deployment, and end-user training.

Sustain Texas McCombs' current CRM

• Collaborate and build relationships with McCombs School of Business stakeholders, including marketing teams, program offices, recruiting and admissions teams, career management, corporate relations, executive education, development, and external relations teams to drive successful implementation and user adoption with a continuous improvement framework that allows the School to achieve strategic goals.
• Regularly conduct subject matter analysis and requirements gathering with stakeholders. Translate these business requirements into solution designs that leverage CRM best-practices for system configurations, workflows, processes, data integrity, application integrations/updates.
• Stay current on Salesforce offerings and roadmap features

Manage a team of people to accomplish this work

• Supervise and develop a high-performing agile software development team dedicated to the successful implementation and adoption of Salesforce across the School.
• Maintain a flexible and proactive work environment to facilitate a quick response to changing project requirements and stakeholder objectives. Identify innovative opportunities to create software efficiencies and system automation to advance strategic goals.
• Maintain and prioritize work queues for CRM team related to enhancements, known software issues and user submitted tickets/cases.
• Lead and develop processes within the CRM team to assess system and business impacts, educate and recommend options to stakeholders, document resulting solution designs and deploy production changes that meet business needs and align with established change management protocols.
• Support user adoption and change management efforts. Work with stakeholders to co-develop user adoption plans and KPIs. Provide McCombs leadership team with user adoption reports and performance metrics.​

Develop strategies to ensure data governance and data quality

• Working with stakeholders of other connected information systems and enterprise platforms such as Marketo, VIP, SIS and external reporting tools to ensure quality data and system performance.
• Develop, document and maintain data governance as well as database health procedures. Negotiate with stakeholders to achieve optimum business results while preserving a clean data architecture
• Actively participate and strategize in future efforts to build an enterprise level data lake or data warehouse.

Be an active participant in Salesforce internal/external communities

• Serve on school-wide and University committees involving the use of CRM enterprise applications. Contribute to creation and maturing of software development best practices and new technologies.
• Actively participate in external higher ed Salesforce user groups and communities to bring in fresh perspectives McCombs can apply to its CRM ecosystem.

Required Qualifications

• Five years of relevant IT experience that may include previous business analysis and/or project management experience
• Experience managing an agile development process and a proven understanding of release management
• Previous success building strong partnerships and relationships with clients in a wide range of roles and levels, across the institution
• Demonstrated ability to communicate clearly and effectively in both verbal and written formats with both technical and business users
• Strong organizational skills including the ability to manage multiple responsibilities, prioritize, and escalate while delivering results on time
• Bachelor’s degree
• Must be authorized to work in the United States on a full-time basis for any employer.

Relevant education and experience may be substituted as appropriate

Preferred Qualifications

• Previous experience working with an organization through implementation, adoption, and change management of CRM systems
• Salesforce Certified Administrator or Certified Advanced Administrator or Certified Salesforce Consultant or Certified Salesforce Education Cloud Consultant
• Platform experience with Salesforce Sales Cloud + Service Cloud or Salesforce Education Cloud + Service Cloud
• Demonstrated success supervising technical staff
• 5+ years understanding of applications, tools, methodologies, as well as a broad background in a variety of enterprise applications.
• Previous work experience in higher education or a similarly-complex matrixed organization
• Knowledge of higher education and related Salesforce standards (e.g. EDA) and applications (e.g. FormAssembly, eCommerce tools)

Salary

$125,000 + depending on qualifications

Working Conditions

• Working in a standard office with repetitive use of a keyboard at a workstation

• Work schedule is generally 8am – 5pm

• This position is based in Austin, TX and is eligible for occasional remote work

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the 2020 report here or obtain a copy at University Compliance Services, 1616 Guadalupe, Suite UTA 2.206, Austin, TX 78701.