Technology Solutions Director, Customer Relationship Management (CRM)

Reports to:

Chief Technology Officer

Purpose:

This key position is responsible for the management and evolution of the Customer Relationship Management (CRM) suite and other related systems. Responsibilities for this position include the definition, selection, implementation, delivery and support for the university CRM applications and operational environment with other CRM key stakeholders. The candidate will play a critical role designing and delivering mostly CRM solutions providing thought leadership and delivery of end-to-end value-add technology.

The director will consolidate, govern and connect all points of contact for CRM system, working in close partnership with other departments within AUC. The director collaborates with functional leads in enrollment management, student life, schools, executive education and other CRM customers to identify scope of desired support, manage delivery of services, and assess overall resource allocations and future planning needs.

Principal Accountabilities:

• Responsible for front and back-end solution architecture, development and release management strategies, and change management. Ensure all development work such as design implementation, whether managed internally or by service provider, follow established standards, processes, application guidelines and technical architecture (for mostly CRM solutions and in compliance with university policies)
• Provide technical leadership, setting best practices including integration and application development, deployment, testing (unit and systems), and iterative refinement
• Ensure security and integrity of CRM data
• Conduct continuous review of mostly CRM functionality and utilization to maximize business processes and workflows, create reports and conduct analyses mostly of CRM-related key performance indicators (KPIs) and metrics. Identify potential barriers to implementation and escalate, as appropriate
• Partner with key stakeholders to define scope and responsible for maintenance and assessment of existing and potential CRM integration and other systems
• Collaborate with business units and teams to investigate, evaluate, implement, maintain and enhance applications and operations support for mostly customer relationship management
• Provide thought leadership for automation to advance integrated communications to constituents and facilitate constituent journeys (cultivation and engagement) includes strategic planning with other IT directors for synergistic systems that support CRM efforts (such as back office, social media, internet)
• Provide and sets direction for cost-effective solutions mostly in the CRM area encompassing: business applications, application support, process improvement, functional business analysis
• Manage all software assets pertaining to support area including: procurement, licensing, upgrades and retirement
• Collaborate with business unit leadership to drive strategy and deliver business solutions that directly contribute to the success of AUC’s strategic goals
• Work closely with business units to define business requirements for evaluation, piloting and integration of CRM systems (digital and non-digital delivery)
• Partner with business units to ensure IT technology roadmap is in alignment with tactical business unit plans and will support mostly CRM initiatives
• Coordinate and manage outside vendors, contract negotiations and service level agreements
• Provide guidance, leadership and mentoring to a team of IT professionals. Support and develop the technical expertise needed to meet long-term business needs
• Fiscally responsible for area of support including actual-to-budget expenditures, adjusting expenditure patterns/trends as needed to comply with budgeted amounts. Prepare, revise, finalize and submit the annual budget for the CRM Services technology area