About the position
The Marketing Cloud Administrator is a key member of the Enrollment Management Salesforce team. Reporting to the Executive Director of Enrollment Services, the Marketing Cloud Administrator is a cross-functional role with responsibilities to multiple constituents within the Provost's Office, including Enrollment Management, University Life, Graduate Education, and Undergraduate Education. The role works collaboratively on the centralized Provost Salesforce team with other talented Salesforce Administrators, Managers, Developers, and Analysts. This position is responsible for the day-to-day support and technical maintenance of Mason's Marketing Cloud tool, and will be required to work with creative/strategic marketing and communications staff from across the Provost's Office to schedule, maintain, and deploy multi-channel marketing journeys through the tool. The role requires a deep understanding of the Salesforce platform and its capabilities, specifically Marketing Cloud, and will be expected to make recommendations regarding the ongoing Salesforce deployment and expansion. Responsibilities also include daily operational support, configuration changes, reporting, training, troubleshooting, and stakeholder engagement to ensure applications meet their current and evolving marketing and communications needs. The position helps represent technology needs to central IT operations at George Mason University, ensuring technology solutions are optimized. This role will be expected to seek additional guidance and information from relevant communities and/or user groups related to Salesforce and Marketing Cloud. This position provides technical leadership, training, and support to staff members, as needed.
Responsibilities
- Provides day-to-day administration and configuration of the Salesforce Marketing Cloud platform that adheres to industry standards and meets university technical/functional business needs.
- Utilizes Marketing Cloud/Journey Builder to create, maintain, and monitor cross/multi-channel marketing campaigns.
- Provides input and insight for the creation and maintenance of data integrations and extension between systems.
- Partners with the Salesforce COE to strategize, design, develop, and implement projects within the Salesforce system and Marketing Cloud.
- Measures, tracks, and disseminates marketing analytics reports that include metrics such as campaign ROI and effectiveness.
- Analyzes requests and produces management-level reports for platform health and utilization to help inform strategic planning and decision support.
- Proactively researches email and mobile deliverability and engagement best practices, and applies those practices.
- Monitors and troubleshoots e-mail deliverability issues.
- Reviews release notes and disseminates relevant release and upgrade information in a timely fashion.
- Maintains open lines of communication with all parties to ensure that solutions are optimized to meet defined requirements and delivery schedules.
- Serves as subject matter expert on Salesforce Marketing Cloud technology, features, and offerings.
- Develops creative solutions for implementing new initiatives as they relate to Salesforce Marketing Cloud for Enrollment Management-related services.
- Applies a broad range of Salesforce principles, best practices, and procedures to complete difficult and complex assignments.
- Follows technical guidelines and standards for project implementation to develop technology solutions related to the enterprise CRM.
- Seeks business process enhancement and automation and stays abreast of regular releases to help analyze new technologies.
- Advocates for Salesforce user engagement and continued process improvement.
- Manages account configuration and setup for business units and users.
- Develops strong and effective relationships with key enrollment related campus stakeholders.
- Spearheads troubleshooting and documenting solutions for users and process issues.
- Creates and manages various Salesforce-based dashboards and associated marketing reports.
Requirements
- Bachelor's degree in related field or equivalent combination of education and experience.
- Marketing Cloud Administrator Certification.
- Significant progressive leadership experience in consulting, higher education, or related field.
- Substantial experience administering Salesforce Marketing Cloud, including understanding of the SFMC data model and management.
- Substantial experience administering a complex Salesforce environment using SCRUM/AGILE methodology.
- Significant experience working in student information and CRM systems.
- Considerable experience with automation and maintenance of digital marketing systems including building campaigns, designing flows, and managing data extensions.
- Considerable experience with preference centers and subscription management.
- Considerable experience working with a diverse set of stakeholders and ability to manage multiple projects and priorities.
- Considerable project management experience, with experience managing multiple projects/tasks simultaneously.
- Substantial demonstrated organization and time management skills.
- Substantial experience providing technical user support, testing system releases, patches, and upgrades.
- Deep technical understanding of the Salesforce platform and its capabilities.
- Knowledge of complex relational database design and application.
- Demonstrated proficiency with Journey Builder.
- Ability to be a creative thinker, and have intellectual curiosity to bring innovation and excellence to this key role.
- Demonstrated exceptional written and verbal communication skills.
- Demonstrated exceptional interpersonal skills with the ability to work creatively and collaboratively with internal and external constituents.
- Ability to manage change effectively.
- Ability to be organized and detail-orientated.
- Excellent knowledge of basic computer applications and equipment.
Nice-to-haves
- Considerable experience working in higher education or within an educational or related field.
- Substantial demonstrated experience and understanding of the value of technological innovations within the higher education space.
- Significant sensitivity to cultural issues in a diverse environment.
- Significant demonstrated experience with being a creative thinker.
- Demonstrated knowledge of Salesforce Education Cloud, Service Cloud, Sales Cloud, Marketing Cloud, or related Salesforce application.
- Ability to use Informatica Cloud or equivalent ETL tool.
