Customer Relationship Management (CRM) Application Manager
Company: James Madison University
Posted on: November 26, 2022
Customer Relationship Management (CRM) Application Manager
State Role Title
Information Technology Specialist III
Exempt: Not Eligible for Overtime
100755 - IT - Reengineering Madison EG
Specify Range or Amount
$80,000 - $96,000
Is this a JMU Only position?
Is this a grant-funded position?
Is this a Conflict of Interest designated position?
Position Summary Information
James Madison University (JMU) is accepting applications for a
highly motivated and dedicated individual to serve in the role of
Customer Relationship Management (CRM) Application Manager.
The successful candidate will join JMU as we introduce an
enterprise-wide CRM, across many functional areas of the
university, and this is a cornerstone activity to broad digital
transformation across campus. The CRM Application Manager is
responsible for managing the long term strategic and operational
effectiveness of the enterprise-wide CRM platform. This position
develops key relationships across campus, is responsible for
identifying opportunities for furthering JMU's objective of
coordinated information sharing and use across the campus through
the CRM platform. This new role will support accurate data
integration between the CRM and external data sources and will
ensure appropriate training and support for campus users, as well
as work with data managers to agree on appropriate ethical access
They will work across Information Technology, with multiple areas
on campus, and with vendors. The position is tasked with
identifying and recommending CRM solutions, configuring the
solutions, executing, and managing CRM functions including
integrations with core applications, documents, data integrity,
reports, and events. They will ensure effective use of the CRM
software by staying engaged and current with the CRM software
features, enhancements and best practices and working with partners
to design communications and campaigns through the CRM software.
This role is eligible for in-office or hybrid working
JMU is located in Harrisonburg, VA, which has a vibrant downtown
and the nickname of "The Friendly City." There is easy access to
the great outdoors, being located in the central Shenandoah Valley,
nestled between the Blue Ridge Mountains and the Shenandoah
National Park, as well as being close to the George Washington and
Jefferson National Forests. JMU is a publicly funded university
with a beautiful campus and a supportive community that is
committed to preparing students for the future.
JMU offers excellent comprehensive benefits which include paid
vacation, sick, parental, and community service leave in addition
to 19 paid holidays a year; affordable health insurance; retirement
through the Virginia Retirement System. We also offer a work-life
balance and integration program, Balanced Dukes, that is designed
to support and enhance the overall wellbeing of our employees and a
Tuition Waiver Program that allows employees to have tuition waived
for undergraduate and graduate level courses taken at JMU. Visit
our Prospective Employee site to learn more about what makes James
Madison University a great place to work!
Duties and Responsibilities
1. CRM APPLICATION LEAD
- Working with multiple colleges and departments across campus,
will ensure effective and innovative use of the CRM platform,
emphazing use of all features, enhancements and best
- Leads the CRM working group which includes primary CRM
stakeholders, working to establish a collaborative approach to
oversight of the CRM.
- Identifies customer opportunities for using the CRM, using
business analysis skills to create processes and design workflows
to support the goals of the organization.
- Recommends policies to promote data governance best practices
and solutions in collaboration with cross-university
- Uses excellent communications skills to present data sharing
polices and responsibilities in line with Reengineering Madison and
- Uses core abilities to collect, interpret, document and
understand complex requirements, perform critical evaluation, and
simplify, streamline, and separate nice-to-have from necessary
- In collaboration with others, establish criteria for evaluation
of CRM modules or add-ons or features that may be available and
2. SUBJECT MATTER EXPERT
- As the primary Subject Matter Expert for the CRM Platform, lead
and coach other key users of CRM on configuring area specific CRM
functionality including (but not limited to) workflows, case
management, events, and reporting.
- Understand and recommend both broad and granular access and
permissions, in close collaboration with other areas in IT
including Security, Data Stewards and Data Managers.
- Evaluate business needs and recommend/devise appropriate
technical solutions; uses required in-depth business process
mapping to describe and establish requirements and identify
innovative options and improve efficiency.
- Create use cases and integrations to JMU's enterprise systems
and third-party platforms that are part of the CRM enterprise
- Familiarity with training opportunities and recommend or
coordinate as needed.
- Establish standard service offerings to help new JMU areas
begin to use the CRM Platform efficiently.
3. OPERATIONS and VENDOR MANAGEMENT
- Identify, review, assign, troubleshoot, resolve, document and
manage the cycle of open issues/tickets.
- Liaise with vendors as needed for software downloads and
- Coordinate new releases and planned outages with CRM users,
senior staff, and other stakeholders as identified, using a range
of communication strategies and channels
- Support all requests from internal or external
- Works closely with Reengineering Madison Leads on vendor
management with increasing involvement in this role as the CRM
- Provide supervision to team member(s), who may be permanent or
temporarily assigned, including resource planning, professional
development planning, performance evaluation, encouragement,
mentoring and coaching.
- Knowledge of information systems required to serve higher
- Strong technical aptitude to learn and configure software
systems and direct management of a cloud-based platform;
- Solid organizational and project management skills;
- Strong analytical, strategic thinking, and problem-solving
- Ability to manage multiple active workstreams.
- Possess or be willing to undertake necessary training and
certification for an industry leading CRM platform
- Bachelor's degree in computer science/information technology,
or equivalent experience or training;
- Significant experience in higher education organizations
Condition(s) of Employment
Employment is contingent upon the successful completion of a
criminal background check.
E-Verify Notice: After accepting employment, new hires are required
to complete an I-9 form and present documentation of their identity
and eligibility to work in the United States. James Madison
University uses the E-Verify system to confirm identity and work
Posting Detail Information
Beginning Review Date
Open Until Filled
Proposed Starting Date
James Madison University is committed to creating and supporting a
diverse and inclusive work and educational community that is free
of all forms of discrimination. This institution does not tolerate
discrimination or harassment on the basis of age, color,
disability, gender identity or expression, genetic information,
national origin, parental status, political affiliation, race,
religion, sex, sexual orientation or veteran status.
We promote access, inclusion and diversity for all students,
faculty, staff, constituents and programs, believing that these
qualities are foundational components of an outstanding education
in keeping with our mission. The university is interested in
candidates whose experience and qualifications support an ongoing
commitment to this core quality.
Anyone having questions concerning discrimination should contact
the Office for Equal Opportunity: (540) 568-6991.
Reasonable Accommodation Request
If you are an individual with a disability and need assistance
searching or applying for jobs please contact us at (540) 568-3597
or email@example.com. You may also visit the JMU Human Resource Office,
located at 752 Ott Street, Harrisonburg, VA 22807 and we will be
happy to assist you.
Annual Security and Annual Fire Safety Report
Notice of Availability - Annual Security and Fire Safety Report
The Annual Security and Fire Safety Report contains information
regarding campus security and personal safety including topics such
as: crime prevention, the university police law enforcement
authority, crime reporting policies, disciplinary procedures,
protocols for the immediate notification of students and staff upon
confirmation of a significant emergency on campus and other matters
of importance related to security and safety. The report includes
statistics for the most recent three-year period of reported crimes
that have occurred on campus; in certain off-campus buildings or
property owned or controlled by JMU or its affiliates; and on
public property within or immediately adjacent to and accessible
from the campus.
The Annual Security and Fire Safety Report includes campus housing
fire statistics for the most recent three-year period, a
description of each on-campus student housing facility fire safety
system, the number of fire drills held during the previous calendar
year, policies or rules on portable electrical appliances, smoking,
and open flames in student housing; and procedures for student
housing evacuation in the event of fire along with other fire
The JMU Annual Security and Fire Safety Report includes the
Harrisonburg campus and the three overseas branch campuses;
Florence, Antwerp, and London. It is available electronically
You can obtain a copy of any of this report by contacting the
Office of Public Safety, MSC 6810, James Madison University,
Harrisonburg, VA 22807 or request that a copy be mailed to you by
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Additional Posting Information
Keywords: James Madison University, Harrisonburg , Customer Relationship Management (CRM) Application Manager, Executive , Harrisonburg, Virginia
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