CRM Analyst (Hybrid Opportunity)

Amherst, MA, United States

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

The CRM Analyst plays a pivotal role in analyzing, administering, and supporting CRM systems, driving essential business and organizational functions in communications and recruitment. Collaborating closely with the Constituent Relationship Management (CRM) team and UMass stakeholders, including IT, this position blends analytical expertise with marketing and communications.

Reporting to the Director of CRM within Marcom/University Relations, the CRM Analyst focuses on the modernization of UMass Amherst's relationship management approach. This chancellor-level initiative aligns with the campus's ambitious goals in enrollment management, revenue growth, student services, and community engagement, requiring collaboration across all major campus units, as well as the twelve schools and colleges within the university. From crafting constituent journey strategies to collecting and analyzing data for enterprise platforms, the CRM Analyst ensures that all projects meet the highest standards and deliver impactful results.

Essential Functions

Performs Business Analysis:

Researches, reviews, and analyzes the effectiveness and efficiency of existing systems and processes for communications and marketing; develops strategies for enhancing these systems and processes.

Makes recommendations and/or identifies alternatives for improving processes.

Meets with decision makers and end users to define business requirements and systems goals and identify and resolve business systems issues.

Consults with users to identify current operating procedures and to clarify program objectives.

Analyzes effectiveness of marketing and communications tactics.

Participates in planning, design, and implementation of new applications and enhancements to existing platforms.

Performs Operational Support:

Supports staff in the use of various types of communications tools to fulfill business objectives effectively and efficiently.

Attains proficiency in use and data structure of software applications used and supported by CRM Team including but not limited to Salesforce and Marketing Cloud.

Manages the life cycle of problems from identification, root cause analysis, remediation, documentation, and ticket close.

Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Develops reports within Salesforce and Marketing Cloud.

Platform Administration & Training:

Configures, administers, monitors, and maintains applications.

Attains proficiency in best practices and documentation for end users to promote growth and development of all end users.

Monitors for adherence to Mass Communications Policy and consults with CRM team to determine if action is required.

Makes customized changes to applications to support business processes.

Regularly monitors platform use and attains proficiency in reporting on performance of communications and marketing efforts.

Other Functions

Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Bachelor's degree.

Three years' experience with CRM or email marketing systems and/or database administration, analysis and/or computer applications support.

Strong customer service, communication, critical thinking, analytical and problem-solving skills to include the ability to apply knowledge acquired in other circumstances.

Ability to collaborate effectively with individuals from diverse disciplines and varying levels of technical proficiency. Ability to effectively prioritize and execute tasks in a multiple priority environment.

Requires some off hour and weekend response to meet deadlines, for system upgrades, to resolve critical problems, and for high profile business operations.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Experience in email marketing, student recruitment, lead management.

Experience with Salesforce and/or Marketing Cloud.

Working technical knowledge in relevant programming language.

Moderate knowledge of SQL; knowledge and experience with relational databases and web applications.

Physical Demands/Working Conditions

Typical office environment.

Work Schedule

Monday - Friday, 8:30am-5pm.

This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee's work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Salary Information

Level 26

Special Instructions to Applicants

In addition to the application, please submit a resume, cover letter, and three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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