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Wisconsin Public Media (), is seeking a full-time Customer Relationship Management (CRM) Administrator to join a talented team and serve as the primary point of contact for the CRM for the division. The CRM Administrator will play a key role in managing and optimizing the systems to support our mission of delivering high-quality content and engaging with our audience effectively. This position offers the opportunity to work in a dynamic and collaborative environment, utilizing your expertise in CRM administration to drive organizational success.
Initially, this role will primarily focus on the administration of the financial system supporting the CRM, NetSuite, then shift focus to administration of the CRM system itself, Revolution CRM, along with all of the interconnected applications, like Engaging Networks and ACD Direct. This role will administer the CRM system, fulfill support requests, and facilitate user adoption and training. The Administrator will also work closely with staff in WPM's fundraising, marketing and finance units to gather requirements, ensure the applications are configured and managed appropriately, submit jobs to the vendor, and track, prioritize, and lead projects. The team consists of two Business Systems Analysts who provide technical support and data management services for the CRM.
A typical week for this team could consist of: meeting with functional users to discuss requests and projects, meeting with a vendor to review active jobs and discuss next steps, solving support issues, developing training materials to improve adoption of the system, tracking the team's work and prioritizing tasks, and/or running reports and metrics on a scheduled or ad hoc basis.
Our ideal candidate will be goal- and detail-oriented, self-motivated, analytical, enjoy problem solving and learning new things, and embrace working collaboratively with a variety of staff.
We are committed to equitable, unbiased hiring processes, flexible work environments, and ongoing, open conversations and reviews of diversity, equity and inclusion in our content and workplace. This role will report to the Director of IT. This position will primarily be on-site, but there is workplace flexibility for some remote work opportunities.
- 5% Creates and updates access permissions and maintains user accounts to maintain application security through user profile management
- 10% Monitors and maintains performance metrics for application features and recommends and takes corrective/preventive actions
- 15% Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors
- 5% Coordinates and monitors updates and the installation of upgrades and patches
- 5% Recommends application enhancements or changes that may involve custom design, integrations, and third-party products
- 10% Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities
- 10% Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed
- 30% Plans and directs staff implementation of small to medium technical projects related to system as needed
- 10% Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.
The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.
For more information on diversity and inclusion on campus, please visit:
Preferred
Bachelor's Degree
Required Qualifications:
-Professional experience in CRM administration, preferably with CRM systems in a non-profit environment or systems like Salesforce, Microsoft Dynamics, or similar platforms.
-Strong understanding of CRM concepts, data management principles, and system architecture.
-Proficiency in designing, creating and managing CRM objects, fields, formulas, validation rules, views, reports, flows, etc.
-Strong analytical and problem-solving skills, with a keen attention to detail and accuracy.
-Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
Preferred Qualifications
-Experience managing projects
-Experience providing technical support to end users of software systems, including end-user documentation and training
-SQL skills, with the ability to write complex queries and troubleshoot data-related issues
-Understanding of API technologies and protocols
We recognize that qualified applicants come from a variety of backgrounds, life experiences, and levels of educational access. We encourage you to apply even if you don't match all of the preferred qualifications listed above.
Full Time: 100%
This position is a hybrid position with an expectation that the employee will be on-site at least 3 days per week in Madison, Wis. Final schedule can be discussed in the offer stage, but fully remote candidates will not be accepted..
Ongoing/Renewable
Salary:Minimum $65,000 ANNUAL (12 months)
Depending on Qualifications
We expect to pay between 65k and 75k, actual pay will be determined based on experience.
Below is some additional context about the type of work this role is expected to perform.
CRM System Management: Serve as the primary administrator for our CRM system, overseeing its configuration, customization, and ongoing maintenance. Ensure the CRM system meets the evolving needs of our organization and aligns with best practices in CRM administration.
Data Analysis: Ensure the integrity and accuracy of CRM data, including data entry, cleansing, and deduplication efforts. Collaborate with the team to develop data quality standards and protocols to maintain a clean and reliable database.
User Training and Support: Provide training and support to CRM users across the organization, including staff members from various departments such as fundraising, marketing, and audience engagement. Develop training materials and documentation to facilitate user adoption and proficiency.
Customization and Configuration: Customize and configure the CRM system to support organizational workflows, processes, and reporting requirements. Collaborate with stakeholders to gather requirements and implement customizations as needed.
Integration and Automation: Identify opportunities to integrate the CRM system with other applications and platforms used by the organization, such as email marketing software, fundraising platforms, and content management systems. Implement automation workflows to streamline processes and improve efficiency.
Reporting and Analytics: Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) and provide insights into audience engagement, fundraising efforts, and campaign effectiveness. Generate ad-hoc reports as requested by stakeholders.
System Upgrades and Enhancements: Stay informed about updates, patches, and new features released for the CRM system. Coordinate system upgrades and enhancements in collaboration with IT and vendor partners, ensuring minimal disruption to operations.
Security and Access Management: Implement security measures and access controls to safeguard CRM data and protect against unauthorized access or data breaches. Monitor system activity and perform regular audits to ensure compliance with data protection regulations.
Vendor Management: Serve as the primary point of contact for CRM vendors and third-party consultants. Manage vendor relationships, budget requests, and service level agreements (SLAs) to ensure timely support on issues and requests.
Continuous Improvement: Proactively identify opportunities for process improvements, system optimizations, and user training initiatives. Stay current with industry trends and best practices in CRM administration, contributing to the ongoing evolution of our CRM strategy.
The following must be received for your application to be complete: 1) Resume; 2) A cover letter describing how your experience relates to the listed required and preferred job qualifications. Finalists will be asked to provide a list of at least three professional references with titles, emails, and phone numbers (including at least one supervisory reference). Note that references will not be contacted without your prior knowledge.
Contact:Fred Schulze
608-262-4722
Relay Access (WTRS): 7-1-1. See for further information.
Application Administrator II(IT109)
Department(s):A46-PUBLIC MEDIA/DIRECTOR'S OFF
Employment Class:Academic Staff-Renewable
Job Number:297607-AS
The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:
Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
The contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the .
The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.
If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/