The CRM (Constituent Relationship Management) Product Manager will serve as the on-campus champion who executes on the strategic objectives defined for the enterprise-wide CRM. The CRM Product Manager is a managerial level position responsible for ensuring that UTA optimally utilizes its CRM solution. The CRM Product Manager will serve the project sponsors and executive committee, the governing bodies that set the strategic direction for the deployment and use of the CRM solution. The product manager will collaborate with project and business owner teams to ensure delivered solutions are aligned to end-user institutional needs and priorities. In addition, the product manager will lead change management efforts as well as develop and manage continued assessment activity.
CRM Product Leadership: Work closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes in key areas including, but not limited to: Admissions, Recruiting, Academic Advising, Marketing and Communications, Academic units, Admissions, Advancement, etc.
Provide leadership to support the technical configuration, maintenance and oversight of the CRM application and environment, focused on ensuring appropriate access to data and applications and the protection and management of data. Responsible for the phased deployment of the CRM.
Collaboration: Interact daily with business and academic units and business owners to understand processes and key requirements while proactively working to resolve issues.
Recommend Service Level Agreements (SLAs) to internal stakeholders, solicit approval and adhere to approved SLAs on all components.
Collaborate with the training team to ensure stakeholders are trained in utilizing CRM.
Act as a liaison between business and academic units and Project Team in all areas of support and enhancements to create clear, concise and complete functional specification and requirement documents.
Collaborate with developers to test and verify that solutions will meet the business requirements.
Design and Development: Lead the design of technical end-to-end solutions, leveraging native out-of-the box CRM functionality whenever possible. Lead the front and back-end solution architecture, development and release management strategies and change management related to the CRM.
Provide technical leadership and manage CRM data feeds and integrations.
Ensure the security and integrity of CRM data and continued compliance with all applicable rules and regulations.
Provide oversight for everything from requirement gathering, testing, training and post deployment support for the enterprise-wide CRM solution.
On-going Support and Metrics: Define the strategic vision for major features, establish and maintain on-going roadmap and business prioritization while successfully driving product teams to deliver on that vision. Partner with vendors on upgrade and maintenance.
Triage all incoming requests to ensure strategic relevance.
Lead internal communication to ensure stakeholders and management are well informed regarding program objectives, priorities, progress and timelines.
Conduct continuous review of CRM functionality and utilization and create reports by conducting analysis of CRM-related key performance indicators (KPIs) and metrics. Other duties as assigned.
Bachelor’s degree. Prior experience in product management in a software development environment. Proven experience in change management. Prior experience in a service oriented architecture, product development, building processes, project management and release models. Three to Five (3-5) years of experience with CRM system(s). Three to Five (3-5) years of managerial, supervisory and/or demonstrated leadership experience. Strong knowledge of solution development methodologies (i.e. Agile, Waterfall, SDLC). Experience with data governance. Familiarity with structured data. Knowledge of relational databases. Knowledge of application programming interfaces.
Bachelors or master’s degree in Computer Science and/or Business Administration. Prior experience with Agile or other program management methodologies. Experience working in higher education environment. Prior experience in collaboration and influencing with technical and non-technical stakeholders across multiple business units including executive level. Experience with data analytic tools. A record of success in improving processes and adoption of a CRM solution.
Knowledge, skills and abilities: Excellent communication, organizational and interpersonal skills. Stellar customer service. Ability to work across teams. Skilled in training and staff development. Experience using CRM and CRM data tools. Experience working with diverse populations. Effective in managing multiple parallel work streams and initiatives. Must demonstrate ability to communicate effectively at all levels of the organization with varied backgrounds. Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests and manage laterally and upwards. Strong ability to represent and document business processes, interaction flows, data flow processes, use cases, test cases, business requirements, user stories, etc., surrounding information systems and application architecture standards. Strong collaborative and strategic planning skills. Demonstrated professional interpersonal skills across a range of diverse constituents. Impeccable follow-through and attention to detail. Ability to assess the impact of new requirements on CRM and all upstream and downstream applications, systems and processes.
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.
Open Until Filled: No
Internal Number: 8929
About University of Texas at Arlington
The University of Texas at Arlington sets the standard for educational excellence in the thriving Dallas-Fort Worth metropolitan area and is one of the nation’s fastest-growing public research universities. With an enrollment of 38,000 on-campus students and an additional 15,000 online degree-seeking students, UTA is the second-largest institution in The University of Texas System. The University offers more than 180 bachelor’s, master’s, and doctoral degrees through 10 colleges and schools and is rising in stature through its commitment to transforming the lives of students, pushing the boundaries of knowledge, and serving a growing and diverse community. UTA has developed a strategic plan, “Bold Solutions, Global Impact” (http://www.uta.edu/strategicplan). Taking advantage of our unique location at the center of the fastest growing urban region in the U.S. and adjacency to the Dallas-Fort Worth International Airport, our vision is to be ‘The Model 21st Century Urban Research University’. To support this vision, our strategic plan focuses on four over-arching themes across the University: Health and the Human Condition, Sustainable Urban Communities, Global Environmental Impact, ...Data Driven Discovery and Knowledge Management. The College of Engineering is playing a critical role in the advancement of each of these themes. Our highly ranked academic programs attract the best and brightest scholars from around the world, and our faculty and students consistently receive national and international recognition for their accomplishments. U.S. News & World Report ranks UT Arlington fifth among national universities for undergraduate diversity, we are a designated Hispanic Serving Institution, and the Military Times recently named UTA as the best 4-year College for veterans in the state of Texas. The Chronicle of Higher Education ranks UT Arlington among the 20 fastest-growing public research universities in the United States over the last 10 years. With a population of 7 million, the Dallas-Fort Worth Metroplex is the fourth-largest urban area in the United States. It covers an area larger than the states of Rhode Island and Connecticut combined. The Metroplex is the economic and cultural hub of North Texas and has the 10th-largest gross metropolitan product in the world. Not only is it an exciting place to live and work, the Metroplex offers UT Arlington a host of unparalleled scholarly, research, and economic activity. UTA has been a catalyst for redevelopment and revitalization in the central business district of Arlington, establishing a true college town environment in downtown Arlington. UTA’s 20-acre, mixed-use College Park District provides new special events and student living space, restaurants, and parking as part of its broad-based initiative to generate and support economic activity at the city’s urban center. In addition, the University is expanding its footprint in both Fort Worth and Dallas and has plans to increase its global presence building on active partnerships led by the College of Business and the College of Nursing and Health Innovation in Central and South America, South East Asia and the Middle East. For more information on University of Texas at Arlington, visit: www.uta.edu