Salesforce and Marketing Cloud Business Administrator - Boston, MA-W2 Position

JOB DESCRIPTION:

The Salesforce and Marketing Cloud Administrator is the administrator for Salesforce and Marketing Cloud in University Advancement. With the Salesforce Marketing Cloud Manager, they are responsible for configuring and maintaining Salesforce and Marketing Cloud to ensure continued delivery of innovative, high-quality solutions to meet business needs for departments using the CRM (ascend), marketing communication tools or marketing data.

Duties

• Primary contact for Marketing Cloud, will analyze business needs across Advancement division recommending modifications to improve Marketing Cloud system performance, efficiency, internal business process and reporting.
• Works with customers to define requirements and mapping features to new and current business processes; collaborates with IT and third-party service providers on implementing technical solutions
• Design and implement automated marketing campaigns using tools like Journey Builder, Automation Studio and Email Studio.
• Drives and increases user adoption and ensures user satisfaction by identifying training gaps and system problems; provides training and solutions
• Collaborates with Advancement teams to execute marketing and advertising campaigns. Customer base is includes of Office of the Senior Vice President, Office of Alumni Relations, Annual Giving, Planned Giving, Marketing and Communications, University Events, Parent Philanthropy Program, the Women Who Empower program, etc.
• Collaborates with cross division teams including the Office of the Senior Vice President for Advancement and Advancement Marketing & Communications, to create target lists and advise on opportunities for marketing automation
• Collaborates with teams across the University to achieve marketing and business objectives.
• Maintains data integrity by performing data maintenance tasks such as de-duping, uploads and other data quality assurance procedures in Salesforce and Marketing Cloud
• Manages and oversees system users including creating and maintaining profiles, roles, permissions, sharing rules and queues
• Research and test changes in upcoming Salesforce and Marketing Cloud releases, as well as other integrated applications; provides recommendations when necessary to enhance efficiency and productivity
• Maintains ongoing documentation and training processes as business needs evolve or as features are added
• Assists with reporting tools to measure success of campaigns and digital presence
• Other duties and special projects as assigned

Preferred Qualifications

• Bachelor's Degree required (Marketing, Business, Computer Science, or related field preferred)
• 3 5 years marketing and digital analytics experience (Higher Ed or Advancement background is preferred)
• 3 5 years Salesforce CRM and/or SF Marketing Cloud experience
• Salesforce Administrator Certification
• Marketing Cloud Administrator Certification
• Excellent communication and listening skills

Key Responsibilities

Manage trainings in Salesforce Marketing Cloud for Advancement staff, prepare and maintain training documentation, and lead ongoing training sessions for Salesforce and Marketing Cloud users in University Advancement.

• Schedule training sessions for new users training, building and sending emails.
• Maintain up-to-date documentation for all training sessions
• Identify training and learning needs through meetings with team members at all levels of the University to determine skills and knowledge gaps and recommend solutions.
• Prepare training documentation for each training session for participants.
• Oversee email sends (audit) offering guidance as needed.

Meet with customers to understand email marketing campaigns. Obtain full project scope and recommend solutions utilizing Journey Builder, Automation Studio and Email Studio.

• Work with teams to improve time spent connecting with customers by automating email sends and internal processes.
• Offer solutions of automation, reducing task workload.

Assist the Salesforce Marketing Cloud Manager in providing Salesforce.com and Marketing Cloud help desk and business analysis support to approximately 200 users in University Advancement and other business units as necessary.

• Provide assistance to Marketing Cloud users on daily questions, understanding when to collaborate with colleagues to obtain proper results
• Recognize opportunities or training gaps and initiate actions to capitalize on them by looking for new or productive ways to make an impact
• Compile report requests and specs from Marketing Cloud customers. Collaborate with manager or other colleagues to provide guidance on pulling successful and accurate reports and metrics in Marketing Cloud
• Proactively maintain and continuously update examples of report scenarios and best practices for future reference by our users.

Maintain quality assurance for data entered Marketing Cloud

• Run queries daily, weekly or monthly to determine the quality of the data entered in the system by users
• Consistently proof or audit uploads managed by AIS
• Proactively suggest and create new queries/audit reports are needed and develop these queries to ensure data integrity
• Identify possible solutions to data entry issues and identify training gaps, determine how to resolve those gaps.

Assist in testing new functionality, data cleanup, and other duties as necessary.

• Work in the Marketing Cloud test environment to test new functionality and document the results
• Identify and perform data cleanup tasks.