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23 Feb 2017

Associate Director, CRM Systems (13718)

American University – Posted by SACJobs Washington, District of Columbia, United States

Job Description

The Associate Director of Customer Relationship Management (CRM) Systems is responsible for shaping and furthering the enterprise CRM platform in support of the university’s enrollment management needs. This individual is responsible for identifying, developing, implementing, and maintaining CRM technology solutions for graduate and undergraduate admissions processes. The university’s CRM product is Ellucian’s CRM Recruit based on Microsoft Dynamics CRM which is extended using Web APIs, JavaScript and .NET programming languages. The incumbent prioritizes initiatives and manages resource allocations, balancing enterprise needs with the needs of the specific business group. This individual will lead his/her team to develop and implement technology strategies and solutions that support the university’s objectives and department-level goals and ensure that our current set of technology is creating value for our customers. He/she will be responsible for growing and mentoring individual team members, managing complex technology projects, and influencing groups outside their direct span of control. The CRM Systems team will include the following functions and/or roles – Application Developers, Systems Analysts and Technology leads. The successful candidate should have demonstrated technical leadership capabilities across a variety of technology platforms, preferably CRM platforms.

Educational Requirements:
A Bachelor’s degree in Computer Science, Management of Information Systems, Systems Engineering, or related
disciplines, or equivalent experience is required.

Minimum Requirements:

At least 8 years of increasing IT technical and managerial responsibilities in application development and implementation, demonstrated technical leadership, staff management and process redesign capabilities
Previous experience with Customer Relationship Management (CRM) platforms, preferably Ellucian Recruit
and/or Microsoft Dynamics Strong experience working with multiple technology, database and infrastructure platforms (e.g., SharePoint, .Net, Java, SQL Server, Oracle)  Strong experience evaluating and integrating third party
solutions and services along with vendor management Strong experience following SDLC and iterative processes, exposure to Agile methodologies a plus  Possess strong customer service orientation, outstanding interpersonal and organizational skills Excellent listening and problem solving skills with appreciation for perspectives of others together with the ability to resolve conflicts Ability to foster and maintain effective working collaborations and partnerships with team members, management and the user community Highly effective written and oral communications skills Strong professional presence, presentation skills, and experience working with customers at all organizational levels Demonstrated ability to effectively communicate with senior (non-technical) leadership as well as with highly technical staff Demonstrated ability to carefully manage resources for maximum return
Proven ability to direct the activities of others in time sensitive critical projects Ability to multi task effectively and able to juggle multiple priorities Desire & ability to learn and apply new skills / technologies quicklyAvailability after-hours to support staff

Preferred Requirements:

Experience working at or with universities.

Additional Information:

Hiring offers for this position are contingent on the successful completion of a background check.

American University is an equal opportunity, affirmative action institution that operates in compliance with
applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin,
religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively “Protected Bases”) in its programs and activities.

Education: Bachelor’s Degree Required
Work Experience: 8-10 Years

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Job Tags: Associate Director and CRM Systems.


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