CRM Product Manager – HigherEdJobs | #education | #technology | #techjobs

Who We Are

At Gonzaga we don’t just state our mission. We live it every day as a Catholic, Jesuit, and humanistic University. It is the reason we exist and the foundation for our purpose: educating students for lives of leadership and service. From students to faculty and staff members, everyone here knows what we stand for – and they know how valuable our mission is to the success of our institution.

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We also provide numerous resources which help bring balance to the complexities of work and personal life through our work/life and wellness programs.

Posting Number: S1497P

Department: Chief Technology Office

Work Schedule

Standard office hours are Monday-Friday, 8:000am-5:00pm. Incumbent may work non-standard hours as needed.

Employment Status: Regular

Hours per Week: 40

Months per Year: 12

Job Purpose

The CRM Product Manager will serve as the leader on campus who executes on the strategic objectives defined for the enterprise-wide CRM and works to refine the evolving strategic vision.  The CRM Product Manager is an experienced-level position responsible for ensuring that Gonzaga optimally utilizes its CRM solution. The CRM Product Manager will serve the CRM Steering Committee, the governing body that sets the strategic direction for the employment of the CRM solution. The CRM Product Manager is responsible for providing leadership to support the technical configuration, maintenance, and oversight of the CRM application and environment, focused on ensuring appropriate access to data and applications and the protection and management of data.

Essential Function Category Title
CRM Planning and Development

% of time for section
60%

Function Details

In partnership with Gonzaga functional leaders and ITS leadership, develops and refines the evolving strategic vision, action plan, and fiscal oversight required to successfully deploy Gonzaga’s CRM solution in partnership with the CRM Steering Committee. Conducts continuous review of CRM functionality and utilization to maximize business processes and workflows; creates reports and conducts analyses of CRM-related key performance indicators (KPIs) and metrics. Identifies potential barriers to implementation and escalates, as appropriate. Responsible for the design of technical end-to-end solutions for business processes using the designated CRM platform(s); leverages native out-of-the box CRM functionality whenever possible. Responsible for daily oversight of CRM team, project and change management approaches, including development and maintenance of team capacity and adequate training, reference materials, reporting tools, institutional stakeholder communications, and release notes for the CRM including planning for any upcoming requests. Responsible for front and back-end solution architecture, development and release management strategies, and change management. Ensures all development work such as design implementation, whether managed internally or by service provider, follows established standards, processes, application guidelines.

Essential Function Category Title
Business Partnership

% of time for section
30%

Function Details

Recommends Service Level Agreements (SLAs) to internal stakeholders, solicits approval, and adhere to approved SLAs on all components. Defines user needs to develop, document, and assess CRM-related projects in alignment with the ITS Mission and Roadmap and Gonzaga University’s strategic plan, focusing on enterprise-wide opportunity to improve processes and efficiency across the University. Partners with ITS Training Team to develop CRM training curricula. Develops and delivers training content when applicable. Manages CRM-related vendors, contracts, and relationships that focus on service delivery support, upgrades, maintenance, training/development, projects, enhancements, API and integrated programs and networks, and cloud services support specific to the CRM system. Serves as main point of contact for vendor during phased CRM implementation. 

Essential Function Category Title
IT Innovation & Delivery

% of time for section
10%

Function Details

Maintains extensive knowledge of industry trends and utilizes this knowledge to educate stakeholders on opportunities to build better target solution architectures that support and drive business decisions. Drives improvement of CRM solutions and services. Supports implementation, improvements, and proper utilization of CRM tools. Ensures the quality of CRM assets and keeps them up-to-date. Develops and maintains CRM related metrics. Maintain knowledge of industry trends and utilize this knowledge to educate both IT and the business on opportunities to build better target architectures that support and drive business decisions. Demonstrate deep knowledge of a wide variety of technology disciplines.

Other Functions

Sets, monitors, provides and reinforces overall individual team performance feedback, including performance development plans and improvement.

University Work Values

Promoting Excellence in Academic Endeavors and Professional Practice

• Fostering intellectual depth, competence, reflection, and creativity in pursuing exemplary, rather than satisfactory, outcomes

Sharing Responsibility for Mission Identity and Leadership

• Making a personal commitment to learn about Gonzaga’s mission, discovering ways to contribute individually and collaboratively to our distinctive learning and research community

Affirming a Commitment to Human Dignity

• Engaging one another with profound respect, professionalism, and cura personalis while supporting one another’s continued learning, development, and maximizing of potential

Advancing a Culture of Inclusiveness

• Developing cultural fluencies and global awarenesses, and practicing habits that enable us to value, recruit, and support community members from historically underrepresented backgrounds

Caring for Our Common Home and Integral Ecology

• Growing ecological awareness of and respect for the interconnectedness of human and non-human life, and the need to develop and practice habits that are mutually beneficial to all life

Cultivating Individual and Community Accountability

• Demonstrating mutual commitment to our shared project by holding ourselves and others responsible for actions, expecting appropriate behavior, and aligning activities with ethical and professional standards

Degree Required
Bachelor’s Degree

Certifications and/or Licensures required

None

Knowledge Required
Expert in field

Years Experience Required
5-7.99 years

Minimum Qualifications

5-7 years of experience with CRM system(s).

3-5 years of managerial, supervisory, and/or demonstrated leadership experience.

Excellent project management skills.

Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.

Desired Qualifications

Experience with Microsoft D365 CRM. CRM Product Manager Certification of a major CRM provider. CRM Platform Developer Certification of a major CRM provider. PMP certification or similar certification/experience. ITIL certification or similar certification/experience. CRM experience in higher education. Experience with Ellucian Banner ERP.

Physical / Environmental Qualifications

Ability to be mobile campus wide for appropriate business needs.

Open Date: 06/07/2021

Open Until Filled: Yes

Application Review Begins On: 06/14/2021

EEO Statement

Gonzaga University is a Jesuit, Catholic, humanistic institution, and is therefore interested in candidates who will contribute to its distinctive mission. Gonzaga University is a committed EEO/AA employer and diversity candidates are encouraged to apply. All qualified applicants will receive consideration for employment without regard to their disability status and/or protected veteran status.

Clery Statement

Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics

The safety of all members of the campus community is of vital concern to Gonzaga University. Information regarding crime prevention advice, the law enforcement authority of Campus Security, policies concerning the reporting of any crimes which occurred on the campus (and other specified locations), other security and safety-related policies, as well as the crime statistics for the most recent 3-year period may be found in the Campus Safety and Security Guide and Annual Fire Safety Report. The Gonzaga-In-Florence Safety & Security Guide is also available.

A copy of the report can be found online at www.Gonzaga.edu/Clery. A paper copy of the Campus Safety & Security Guide and Annual Fire Safety Report or the Gonzaga-In-Florence Safety & Security Guide may be obtained by contacting the Student Development Office on main campus, College Hall 120. The Florence Guide may also be obtained on the Florence campus in room 105.