The CRM Product Manager will serve as the leader on campus who executes on the strategic objectives defined for the enterprise-wide CRM and works to refine the evolving strategic vision. Chief Technology Officer, the CRM Product Manager is an experienced-level position responsible for ensuring that Gonzaga optimally utilizes its CRM solution. The CRM Product Manager will serve the CRM Steering Committee, the governing body that sets the strategic direction for the employment of the CRM solution.
The candidate will have a record of success in improving processes and adoption of a CRM solution. The CRM Product Manager will work closely with functional leaders, organizational business units, and subject matter experts to identify, develop, and deploy new business processes in the following areas, aligned with the University's enterprise-wide strategic plan: Admissions (Undergraduate, Graduate, Virtual Campus), Advancement, Marketing and Communications, Athletics, Academic Advising, Academic Units, Student Development, Financial Services, Career Services, Global Engagement, Library, and School-Based Units for Admissions and Advancement. The candidate will be responsible for conducting continuous review of CRM functionality and utilization and will create reports and conduct analysis of CRM-related key performance indicators (KPIs) and metrics.
The CRM Product Manager will be responsible for the design of technical end-to-end solutions, leveraging native out-of-the box CRM functionality whenever possible. The candidate will be responsible for front and back-end solution architecture, development and release management strategies, and change management related to the CRM. He/she will provide technical leadership and best practices and will manage CRM data feeds and integrations.
The CRM Product Manager is responsible for providing 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. The Product Manager will ensure the security and integrity of CRM data and continued compliance with GDPR rules and regulations.
The CRM Product Manager will manage the CRM Team, which will consist of a CRM Technical Architect, CRM Developer, and Business Analyst(s). The candidate will also recommend Service Level Agreements (SLAs) to internal stakeholders, solicit approval, and adhere to approved SLAs on all components. He/she will collaborate with the training team to ensure stakeholders are properly trained in utilizing CRM.
The CRM Product Manager will manage partnerships with CRM vendors, including the vendor implementation team. The Product Manager will ultimately be responsible for the phased deployment of the CRM. Post-implementation, the CRM Product Manager will continue to partner with vendors on upgrade, maintenance, training, and other ad-hoc projects.
Gonzaga University is a private four-year institution for higher education located in Spokane, Washington. Established in 1877, the university continues to use their education model of educating their students as a whole person- mind, body, and spirit. At Gonzaga, students discover how to integrate science and art, faith and reason, and action and contemplation. Gonzaga is a nationally ranked university and one of the top regional universities in the west. Home to over 7,800 students, Gonzaga offers a variety of undergraduate and master’s degrees, as well a Ph.D. and Juris Doctor through the school of law.