Director Customer Relationship Management (CRM)

Department: Information Technology

Classification: Administrative Faculty

Job Category: Administrative or Professional Faculty

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: On Site Required

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

The mission of the Enterprise Applications (EA) department is to plan, implement, and maintain integrated central and distributed information systems and associated databases that support the business needs of the university. These systems include the Banner administrative applications (supporting student, finance, admissions, human resources, payroll, financial aid, and procurement), Data marts/Business Intelligence (supporting strategic and operational end-user reporting requirements), decentralized systems and web applications (supporting budgeting, sponsored programs activity, and other university applications), Customer Relationship Management (CRM), and support for application and data integration.

About the Position:

The Director, Customer Relationship Management (CRM) is responsible for strategic and tactical planning, and delivery and operation of IT systems that enable and support the business objectives of the university including enrollment, admissions, coaching and advising, and the student experience. This is a strategic and highly impactful role, helping the organization use technology to increase response to the mission.

The role is responsible for building strong partnerships with business leaders, developing a deep understanding of the university and technology needs, and working closely with university leaders to develop technology plans and roadmaps, and to deliver and operate solutions that meet university objectives. This role leads a combination of managed services vendors, internal IT teams, and consulting vendors to deliver programs in this area. This role collaborates with IT leaders and organizations to deliver integrated solutions that are cost-effective to operate and maintain, and that adhere to IT standards, policies, and processes.

Responsibilities:

Stakeholder Engagement:

• Initiates, builds, and maintains excellent working relationships with business leaders, including key senior management;
• Partners with business leaders and senior management to understand strategic business plans and roadmaps, and develops supporting information technology plans and roadmaps; and
• Develops IT execution and delivery strategies, including in-house vs. outsourcing approaches.

Program Management:

• Develops and oversees development of program and project plans, milestones, deliverables, timelines, resources, and budgets;
• Provides oversight, guidance, and contributions to help ensure project success;
• Weighs in as necessary on requirements, architecture, security, engineering, infrastructure, and other aspects of solution delivery or system maintenance to represent the business objectives and priorities. Ensures non-functional and technical requirements are included in all project plans;
• Provides Salesforce subject matter thought leadership and expertise to steer the technical direction of workstreams based on sound technical basis; and
• Serves as a technology guardian to promote sustainable solutions and discourage poor choices.

Management:

• Responsible for IT human capital management to include staffing, employee training, and career development, establishing performance standards and conducting reviews and succession planning;
• Ensures 24/7/365 staffing for mission critical systems; and
• Accountable for system redundancy and technical continuity of operations.

Vendor Management:

• Manages vendor performance and relationships to effectively and efficiently meet business objectives.

Industry Research:

• Monitors key Salesforce technology trends and recommends the right additions that are more efficient and lower total cost of ownership.

Other related duties as assigned.

Required Qualifications:

• Bachelor’s degree in related field or equivalent combination of education and experience;
• Extensive experience to include significant management/supervisory experience and proven experience managing large Salesforce projects and systems;
• Extensive experience with the Salesforce platform across its various offerings (firm understanding of the underlying technology framework and tools);
• Experience with Salesforce Service Cloud implementations and support;
• Experience serving as the primary lead for multiple critical corporate applications on Salesforce platform;
• Strong program/project management experience, and experience with Agile, Scrum, and DevOps practices;
• Experience working with cloud platforms (AWS/Azure/Google Cloud) or equivalent;
• Experience working with clients with significant and complex IT needs;
• Experience working in large, complex IT project environments;
• Experience defining business requirements, writing user stories, and providing a detailed system and functional designs;
• Knowledge of ITIL framework;
• Knowledge of Agile project management methodologies;
• Advanced understanding of data management technologies (MDM, Business Intelligence, Data Warehousing, Data Science);
• Strong understanding of integration technologies including ESB, iPaaS, API Management and Service Governance experience;
• Strong desire to keep up with emerging technologies to act as a thought leader to help guide technology innovation;
• Advanced knowledge of systems security, data protection, and data privacy, as it pertains to delivering enterprise grade Salesforce solutions;
• Ability to present a solid business case, form business partnerships, and frame issues for a wide variety of stakeholders including executive management;
• Excellent communication skills;
• Excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making, and problem-solving skills;
• Capable of analyzing business and management problems;
• Ability to arrive at sound and effective business solutions;
• Ability to be hands on when needed and able to function across the spectrum – from strategic and tactical;
• Comprehension of architectural decisions and ability to convey those decisions to stakeholders to explain how business strategy alignment is satisfied;
• Proactive, decisive, and tenacious with political wisdom and discerning judgment; and
• Ability to work both autonomously and with appropriate collaboration among other team members and senior management across a matrixed organization.

Preferred Qualifications:

• Master’s degree in related field;
• Case management experience; and
• High level of knowledge/expertise in case management process design and implementations.

Instructions to Applicants: 

For full consideration, applicants must apply for the Director Customer Relationship Management (CRM) at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume for review.

Posting Open Date:  April 28, 2025

Posting Close Date:  May 16, 2025