The IT Manager is responsible for overseeing the design, development, and maintenance of the CRM platform, Salesforce, including Service Cloud, Experience Cloud, Student Success Hub, MuleSoft, Tableau, Blackthorn, and Appinium. The role works closely with the customer relationship management (CRM) director to implement CRM initiatives designed to improve the student experience and support student success. The manager leads the Salesforce technical team to execute technical roadmaps and plans and directs daily work loads.

This position plays a crucial role in operationalizing CRM strategy, providing an outstanding user experience for campus stakeholders, supporting platform stability, and ensuring digital engagements provide the best possible student experience. This position must be able to develop strong cross functional relationships with a variety of campus partners and 3rd party vendors.

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The IT Manager is responsible for overseeing the design, development, and maintenance of the CRM platform, Salesforce, including Service Cloud, Experience Cloud, Student Success Hub, MuleSoft, Tableau, Blackthorn, and Appinium. The role works closely with the customer relationship management (CRM) director to implement CRM initiatives designed to improve the student experience and support student success. The manager leads the Salesforce technical team to execute technical roadmaps and plans and directs daily workloads.

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Required Qualifications

Education:

• Bachelor's degree in a related field or equivalent combination of education and related experience

Experience:

• Experience leading technical teams that serve a wide range of user needs.
• Demonstrated experience in working with technical aspects of the Salesforce platform

Knowledge, Skills, Abilities:

• Deep technical knowledge of the Salesforce platform and toolsets
• Project and team leadership/management skills; demonstrated ability to build and lead a team of technical professionals.
• Strong conceptual, analytical, problem-solving, organizational, and technical skills.
• Project management skills; demonstrated ability to handle and prioritize multiple tasks and projects simultaneously.
• Ability to translate business needs into technical solutions.
• Excellent verbal and written communication skills
• Able to communicate clearly and effectively.

Preferred Qualifications

Experience:

• Higher education experience

Knowledge, Skills, Abilities:

• Ability to network within the institution and with outside peers to seek out best practices and trends and facilitate the delivery of operational and strategic goals for the university.

Work Location

• Location: Knoxville, TN
• Hybrid

Compensation and Benefits

• UT market range: MR16
• Anticipated hiring range: $100,000-$122,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

To express interest, please submit an application with the noted below attachments:

• Resume
• Cover Letter
• List of 3 Professional References

About The Division

The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.

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• Managing, mentoring, providing technical guidance, and evaluating staff, on duties relating to the architecture, design, development, and operation of campus CRM Salesforce tech stack including:
  • Salesforce for Education product (Student Success Hub)
  • Tableau dashboard development tool
  • MuleSoft data integration tool
  • Other associated applications, including but not limited to, Blackthorn event tool and Appinium
• Define and document technical plan goals, scope, deliverables, and success criteria in collaboration with clients and internal teams.
• Understand CRM strategy, key business objectives, and needs of CRM users; ensure the technical team has a shared purpose, shared understanding, and a sense of urgency to deliver against these objectives and needs.
• Actively drive the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.
• Project management, business analysis, data analysis, architecting solutions, customer service, documentation, peer review.
• Generate reports and dashboards to track project performance and outcomes.
• Ensure proper documentation for compliance and audit purposes.
• Identify opportunities for process improvements and innovation within the Salesforce platform.
• Manages vendor relationships.
• Participation in Campus wide groups responsible for decision support, governance, and strategy development for anything related to the Salesforce CRM.
• Raise concerns, remove roadblocks, and actively seek opportunities to serve and enable both the technical team and CRM business partners.