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Customer Relationship Management (CRM) Application Manager

Company: James Madison University
Location: Harrisonburg
Posted on: November 26, 2022

Job Description:

Position Details

Position Information

Working Title
Customer Relationship Management (CRM) Application Manager

Position Number

Posting Number

State Role Title
Information Technology Specialist III

Position Type

Position Status
Full Time

FLSA Status
Exempt: Not Eligible for Overtime

Information Technology

100755 - IT - Reengineering Madison EG

Pay Band

Pay Rate
Pay Range

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

General 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 to data.

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 arrangements.

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

  • 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 practices.
  • 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 stakeholders.
  • Uses excellent communications skills to present data sharing polices and responsibilities in line with Reengineering Madison and JMU principles.
  • Uses core abilities to collect, interpret, document and understand complex requirements, perform critical evaluation, and simplify, streamline, and separate nice-to-have from necessary functionality.
  • In collaboration with others, establish criteria for evaluation of CRM modules or add-ons or features that may be available and provide recommendations.


  • 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 platform.
  • 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.


  • Identify, review, assign, troubleshoot, resolve, document and manage the cycle of open issues/tickets.
  • Liaise with vendors as needed for software downloads and support.
  • 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 auditors.
  • Works closely with Reengineering Madison Leads on vendor management with increasing involvement in this role as the CRM platform matures.

  • 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 education;
  • 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 skills;
  • 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 authorization.

    Posting Detail Information

    Posting Date

    Beginning Review Date

    Closing Date

    Open Until Filled

    Proposed Starting Date

    EEO Statement
    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 jobs@jmu.edu. 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 safety information.

    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 http://www.jmu.edu/publicsafety/clerycompliance/2018Annual-Security-and-Fire-Safety-Report.shtml

    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 calling (540)568-6769/6913.

    Minimum Reference(s) Required

    Quick Link for Direct Access to Posting

    Additional Posting Information

Keywords: James Madison University, Harrisonburg , Customer Relationship Management (CRM) Application Manager, Executive , Harrisonburg, Virginia

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