CRM Application Support Manager
Division of Pre-College & Summer Undergraduate Programs
Providence, Rhode Island
SUMMARY OF POSITION
The Division of Pre-College and Undergraduate Programs is
responsible for developing and offering non-credit and credit courses and programs for 6000 high school students, as well as Brown
University undergraduate and Visiting Students from other institutions. Students participate in programs on Brown University’s
Providence campus, as well as online and in other locations. Within the Division there are teams of staff who are responsible for marketing,
admissions, enrollment, academic content and instructional delivery, student life, finance, human resources, payroll, and the various
policies and protocols associated with this work. The staff works closely with colleagues from across the University to ensure success,
including the Registrar’s Office, Office of Information Technology (OIT), Office of University Communications, Division of Campus
Life, and Facilities.
The Customer Relationship Management (CRM) Application Support Manager is responsible for the maintenance and
oversight of the day-to-day operations of Salesforce CRM applications within the Division and serves as the liaison to central OIT staff
responsible for the development and maintenance of the system. The Division currently uses the Salesforce CRM for multiple
constituents’ engagements with the Division including pre-college students, pre-college parents/guardians, local and national partner
organizations and school districts, instructors, seasonal residential and operations staff, and visiting undergraduate students. Each of
these constituents has its own needs and requirements, and the CRM Application Support Manager will help Divisional staff determine how best
to use the CRM to improve their work and the experience of these constituents. The Division is implementing Marketing Cloud, which the
Marketing & Enrollment Services team will oversee, so this role will work in collaboration with that Team to ensure work in the CRM
instance and Marketing Cloud are aligned and consistent. This position will support daily operations of systems related to the business-user
needs that are integrated with the CRM. In addition, the CRM Application Support Manager will be tasked with ongoing training of Divisional
staff and driving adoption of these systems. This position requires strong communication skills to be able to translate user needs and
technical knowledge between the Division and OIT while supporting colleagues within the Division to use the tools available to them to
improve efficiency and outcomes in their work.
Please note that this position is classified as Hybrid Eligible.
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