The CRM/Marketing Analyst serves as the technical system lead and business liaison for the Salesforce.com application. The analyst manages project support for all system upgrades and enhancements of the CRM toolset along with on-going management of the platform. The role works with end users to understand business requirements, document needs and translate requirements into technical specifications. The CRM/Marketing Analyst works with business subject matter leads and technical partners to design, configure, optimize and implement enhancements of the Salesforce.com application. The role provides strategic operations support to the office of Business and Entrepreneur Partnerships (BEP) by building reports to guide, advance and measure the effectiveness of business development activities along with capturing critical economic development metrics. The analyst reports to the Business and Entrepreneur Partnerships Director of Marketing and Communications and will interact significantly with other cross-functional team members in business development programs, economic development reporting, performance marketing and analytics, and with external technology partners. The analyst guides the review of potential CRM implementation vendors by involving critical stakeholders and subject matter experts to evaluate and short-list vendors. The CRM Salesforce/Marketing Analyst serves as main point of contact for all vendors. The role collaborates with implementation partners to define internal customer business requirements and map key business processes. The analyst provides configuration guidance, technical support and facilitates problem identification and resolution. The role prepares, migrates, manages and drives data governance. The role works to understand technical needs to integrate third party systems and provides ancillary support services to drive a strong user-experience and adoption. The analyst works with other constituent groups such as IT to review solutions, provide support service documentation and knowledge transfer. Overall, the role builds momentum toward developing a sustainable, enterprise CRM tool used as a shared engagement database.
Bachelor's degree in Business, Computer Science, Marketing, Information Systems, or related.
Data analyst experience, with some or all in marketing analysis
Advanced knowledge of Microsoft Excel and its functions required
Proven hands-on, functional proficiency in CRM admin and experience implementing a CRM solution
Working knowledge of data and process knowledge, data analysis and reporting tools, including but not limited to good data hygiene, collection, organization, and analysis and visualization. Strong analytic skills and comfort in getting up to speed on new tools.
Experience with performing business/technical analysis including business process documentation, and the development of business cases and formal requirements specifications for software solutions.
Working experience implementing, reporting and troubleshooting in Google Analytics, Google Tag Manager or similar business intelligence tools, knowledge of email marketing platforms (i.e., Constant Contact, Mail Chimp, etc.).
MBA or Master’s in relevant disciplines like Marketing, strongly preferred. Salesforce.com certifications, Salesforce.com Communities experience, Google certifications
Project management certifications
Proven experience working with data structures and data modeling or Data Loader/Demand Tools
Experience with marketing technology applications, Google Analytics, Adobe CMS
Experience monitoring key KPIs and custom analyses on CRM-related topics; providing actionable insights
Excellent project management skills
Personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting
Ability to appropriately interact with campus-wide information technologists and end users
Ability to work independently and be proactive to ensure proper availability of systems/services
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