Smith College — Director, CRM and Engagement Services

Smith College, one of the largest independent women’s college in the country, seeks a visionary leader with expertise in collaboration, change management, communication, and project management to serve as the College’s first Director, CRM and Engagement Services (Director). The Director will play the institutional leadership role in advancing the college’s enterprise-wide adoption and use of CRM (Salesforce). The Director reports to the Assistant Vice President of Administrative Technology, will provide leadership to a team of 4-5 staff.

This is an ideal time to be joining Smith College and Smith College ITS. Smith College has embarked on an “IT Transformation” and the further adoption and use of enterprise-wide CRM is one of eight objectives in this transformation. The institution is making significant investments of time, money, and energy into tools, systems, and processes that will allow it to better serve its students, alumnae, faculty and staff, and the use of a robust CRM is part of this investment. The Director will play an integral part in Smith’s plans for creating and sustaining personal, valuable, and authentic relationships with its students and alumnae. As the inaugural Director, CRM and Engagement Services, this person will have the rare opportunity to both collaboratively create the vision, strategy, and roadmap, and oversee the maturation of a program and services that quite literally create connections and impact lives.

The successful candidate will have a Bachelor’s Degree from an accredited institution in computer science, computer information systems, or a related field plus four years of working experience in Salesforce and related applications including but not limited to, Community Cloud, Sales Cloud, Marketing Cloud, cVent, and Github or an equivalent combination of education/experience. 

The candidate will have demonstrated success managing large aspects of an enterprise CRM. Successful candidates will have demonstrated, successful experience managing a team. Candidates will have personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting; including an ability to appropriately interact with college-wide information technologists and campus partners, including faculty, staff, students, and alumnae is necessary, and an ability to work independently and be proactive to ensure proper availability of systems/services is required. 

Candidates will have knowledge of current project management best practices (lean/agile methodologies preferred), strong facilitation and negotiation skills, and the ability to communicate effectively and establish credibility with leadershipExperience working in a higher education, academic environment is highly preferred. Candidates should have a demonstrated commitment to advancing diversity and inclusion along with impeccable integrity and a reputation for a balanced, consultative approach. Other preferred qualifications include: 

  • Salesforce.com certification, including administrative certification (ADM201 and ADM211) and/or Sales Cloud/Service Cloud consulting certification; 
  • Experience facilitating business process redesign and process improvement;
  • Experience with event management platform implementation and service operations;
  • Salesforce.com Communities experience; and 
  • A record of success in improving processes and adoption of a CRM solution and related technology services.

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners. A proven record of leading strategic, organization-wide change initiatives in a manner consistent with organizational culture and values required.

The full position profile can be found here.

Smith College has engaged Koya Leadership Partners to help in this search. Please submit applications, expressions of interest, and nominations to Tom Phillips and Charlotte Harris here. All inquiries and discussions will be considered strictly confidential

Smith College is an equal opportunity employer encouraging excellence through diversity.

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