Manager, Customer Relationship Management

NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

• This position is open to remote, hybrid or out of state work arrangements
• This position is a remote position which allows the incumbent to complete their work at a location other than an NAU site, campus, or facility with or without accommodation. The incumbent may occasionally work in a shared site, but primarily will work elsewhere.
• This position is an out of state position which allows the incumbent to complete their work in a state other than Arizona with or without accommodation. The incumbent may work in a remote, in-person, or hybrid modality.
• This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation. This position is NOT open to remote only. Successful candidate should expect to work both on campus and Flagstaff Mountain Campus.

Northern Arizona University's ITS Enterprise Informationes Services Department is hiring one (1) Manager, Customer Relationship Management to lead their team. Following strategic direction from the EIS Director and/or AVP, this position is responsible for driving institutional success and competitive advantage through collaborative usage and configuration of innovative and effective technologies and systems. Primary responsibility is the successful management of the team engaged in enterprise-wide CRM implementation and support, using Salesforce Sales Cloud, Service Cloud, and Marketing Cloud platforms. The successful candidate must demonstrate a history of effective enterprise application development and support, accomplished supervisory abilities, and a commitment to professional and personal growth.

This position serves as a positive role model, creates an environment of mutual respect, trust and integrity, and displays a high level of commitment to the department’s mission. The Manager will be a strong advocate for technology services stakeholders, cultivate and enhance an atmosphere of continuous improvement, and is instrumental in creating a customer focus within the team.

People Management - 45%

• Provide leadership and vision to the CRM team.
• Supervise, hire, train, and evaluate assigned staff.
• Work with employees to correct deficiencies; recommends and implements corrective action and discipline.
• Advise and confer with team members on administrative policies and procedures, technical problems, priorities, and methods.
• Consult with team members in other areas to coordinate cross-functional activities.
• Support a continuous improvement mindset.
• Manage recommendations for improvements and encourages team to do likewise.

Project and Task Management - 30%

• Maintain knowledge of current technology trends in higher education to enable promoting new ideas in support of the mission of NAU.
• Partners closely with other ITS and NAU departments to ensure strategic alignment between project scope, architectural guidelines, and business needs.
• Drive consistency in delivery process and compliance.
• Ensure effective and complete use of current technical resources and products.

Communications and Governance - 20%

• Ensure appropriate and timely communication with Information Technology Services Leadership Team and NAU technology governance committees.
• Work to support and develop positive relationships between teams.
• May represent the team on client calls, translating technical explanations and resolutions into business terms.
• Work within established compliance and governance procedures.
• Support team members with compliance issues.
• Ensures that processes and practices are compliant with NAU and regulatory standards.
• Represent Enterprise Information Services on various committees and work groups.

Other - 5%

• Perform other duties as assigned.
• On-call duties may be required for this position.

• Bachelor’s Degree in computer science or related field; AND,
• 1-2 years of management experience; AND,
• 2-4 years of programing experience;
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
  

• Knowledge of Salesforce Higher Education Data Architecture (HEDA).
• Experience with the mission and business practices of public higher education.
• Familiarity with ITIL processes and functions.

• Excellent supervisory, organizational, and training skills.
• Demonstrated success in implementing, managing, and supporting CRM applications.
• Skill in program development and execution.
• In-depth knowledge of modern technologies including social, mobile, and cloud products.
• Prior experience leading initiatives involving successful project management skills.
• Excellent communication and presentation skills.
• Demonstrated commitment to the principles of diversity.

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary range begins at $100,000. Annual salary commensurate with candidate's qualifications and related experience.

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

NAU will not provide any U.S. immigration support or sponsorship for this position.

July 31, 2023 at 11:59 p.m.

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

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NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.