Integrated Solutions Manager

DepartmentShared Technology ApplicationsCompensation$90,000.00 Annual

Job Description

The Integrated Solutions Manager is responsible for overseeing the organization's Customer Relationship Management (CRM) systems from a technical perspective, ensuring they effectively support business objectives. This role involves technically managing CRM platforms, optimizing

processes, and enabling teams to utilize CRM tools efficiently. The IT CRM Manager collaborates with various departments to enhance customer experiences and drive retention through data-driven strategies.

Job Function

- Oversee the implementation, and maintenance of CRM platforms tailored to business needs, ensuring seamless integration with other enterprise systems.

- Ensure the organization and accuracy of customer data within the CRM system, maintaining a reliable database for decision-making. This includes regular updates, data quality, and implementing security best practices.

- Identify inefficiencies in workflows and recommend improvements. Automate processes like lead follow-ups and customer onboarding to enhance efficiency and reduce friction.

- Work closely with various teams to ensure CRM tools are utilized effectively, fostering a unified approach to customer relationship management.

- Mentor and guide team members on CRM best practices, data governance, and process improvements to maximize adoption and efficiency.

- Manage relationships with CRM vendors and consultants; act as the primary point of contact for system-related escalations.

- Set team goals, monitor performance, and conduct regular performance evaluations.

- Plan and allocate resources and assign responsibilities for CRM projects, enhancements, and daily operations.

- Facilitate communication between CRM team members and cross-functional stakeholders to ensure alignment and clarity.

- During declared campus emergencies, this position may be required to perform specific job related duties at a designated off campus location or place of residence.

Marginal Functions

- Advises higher management on current trends in information technology that affect the direction and scope of the CRM systems.

- Design and deliver presentations, workshops and educational/training materials.

- Must be able to interpret and apply University policy to our enterprise platforms.

- Oversee staff training, onboarding, and ongoing development to maintain CRM competency across the team.

Supervision Exercised

Supervises Integrated Solutions Engineer II

Supervision Received

Minimal supervision of a verbal and/or written nature. Supervisor ensures that person in this position is aware of and adheres to state, University, and departmental policies, standards, and procedures

Policy Making and/or Interpretation

Formulates and recommends higher management policies and procedures required to provide efficient and effective software applications support to the division's technology customers.

Program Direction and Development

Advises higher management regarding current trends in application development

Level of Public Contact

Minimal external, moderate internal. Person in position meets with various University personnel and serves on intro-institutional groups and committees as required. May occasionally meet with vendors' representatives.

Compliance
- Background Check - This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
- Responsible Employee - The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and
child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
- Position of Trust - Yes

Required QualificationsMaster's and 1+ years of relevant experience or Bachelor's degree and 3+ years of relevant experience. Or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Statement(s) of UnderstandingThis position requires a background check. In conjunction with the University's policy, this position may also require a credit check.The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator Equal Opportunity The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.Carnegie UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.