Job Description

Job no: 524584
Work type: Staff Full Time
Location: UMass Amherst
Department: MarCom
Union: PSU
Categories: Public Relations, Marketing, Communications, PSU A

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 Salesforce Marketing Cloud Administrator is a customer-focused expert in technical solutions, specializing in Salesforce and Marketing Cloud platforms. This position designs user journeys for engaging prospective students and beyond, ensures data integrity and leverages Salesforce data for mass communications. This position oversees audience building, automation, and manages student workers for data integrity and analytics in marketing and communications.

Essential Functions

• As the technical lead for Salesforce and Marketing Cloud platforms at UMass Amherst, configures and administers the Salesforce platform to support projects, staying up to date on new features and releases.
• Applies technical knowledge and CRM administration experience to help design creative and feasible solutions.
• Participates in business process analysis and project management sessions, developing and delivering key technical components of CRM strategy while aligning processes with configuration and innovative techniques. Builds customized dashboards and actionable reporting to support business requirements, collaborating with internal CRM team members and working closely with CRM Data Analysts to ensure seamless technical integrations and meet project goals.
• Provides end-user support for Salesforce applications, communicates system changes, resolves issues promptly, and ensures customer satisfaction. Conducts analytical troubleshooting, investigates bug reports, resolves data anomalies, and tests custom Salesforce configurations.
• Maintains high standards of data accuracy, system reliability, and operational consistency within the CRM environment. Performs database management such as running diagnosis tests, data validation, and eliminating duplicated data, to ensure that data driven decisions are based on valid information.
• Collaborates with Information Technology division, stakeholders, and cross functional teams to source data, manage technical initiatives in support of recruitment and mass communications.
• Manages configuration updates for communicators and recipients across business units, ensuring compliance with security settings and user access. Updates include profiles, role management, directories, file organization, preference center technical aspects, and automation functionalities.
• Responsible for departmental work associated with managing data used for communications. Performs and is responsible for VIP sends for all units where primary communicators are unavailable.
• Manages a team of student workers to ensure data integrity.
• Keeps updated with industry trends, best practices, emerging technologies that enhance user experiences.

Other Functions

Performs other duties as assigned.

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

• Bachelor's degree and three (3) years of related experience.
• Demonstrated ability to understand interconnected data sources, CRM data structure and the flow of data to integrated communications platforms.
• Excellent project management skills.
• Strong communication and interpersonal skills.
• Strong analytical skills.
• Strong customer service skills with a demonstrated customer-centric approach.

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

• Experience using Marketing Cloud Email Studio.
• Marketing Cloud administration certification.
• Proficiency with Service/Sales Cloud.
• Proficiency with Tableau or equivalent data visualization tool.
• Proficiency with Dell Boomi or similar ETL tool.

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 29

Special Instructions to Applicants

Along with the application, please submit a resume, and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.

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.

Advertised: Aug 12 2024 Eastern Daylight Time
Applications close: Nov 15 2024 Eastern Standard Time

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