About the Role  

The Huntington is seeking an analytical, collaborative, and experienced Constituent Relationship Management (CRM) Technical Lead. The new role reports to the Head of Integrated Systems, Digital & Technology, and works closely with Advancement, Communications, Education & Public Programs, Finance, and Retail teams to implement and manage a “hub and spoke” model of an enterprise CRM solution at The Huntington. Post-implementation, the CRM Technical Lead will serve as the institutional CRM administrator and provide training and support for all end users while owning the product roadmap to enable organizational stakeholders and leaders to gain insights into diverse Huntington constituents and develop data-driven, effective, and targeted strategies related to institutional services delivery.

This is a limited term role, expected to last two years.

Essential Duties 

• Partner with stakeholder teams to implement and manage the organization’s implementation of a CRM solution
• Enter, clean, and optimize information in the current contact databases to be ported to the new CRM application
• Assess, gather, and aggregate constituent data to build actionable dashboards for stakeholders
• Manage all CRM configurations, maintain existing features, and partner with stakeholders to design and implement new features
• Provide general expertise on CRM functionality with in-depth understanding of how data from integrated systems flow into CRM insights
• Proactively investigate system capabilities that are aligned with institutional mission and the strategic plan
• Organize and lead a CRM governance committee with stakeholder and power user groups to troubleshoot issues, discuss changes that affect the system or data ecosystem, and maintain the product roadmap
• Manage system upgrades, patches, and vendor- and consultant-recommended changes, including testing, documentation, and training

Other Functions:

• Day-to-day management, configuration, and optimization of email marketing platform (MailChimp)
• Day-to-day management, configuration, and optimization of ticketing platform (Ticketure) for Communications, Education, and smaller stakeholder user groups
• Work closely with Advancement, Communications & Marketing, Education & Public Programs, Membership & Visitor Services, and other teams to implement contact strategies utilizing CRM and email marketing tools

Candidate Requirements

Required Knowledge, Skills, and Abilities

• Strong analytical skills
• Knowledge of institutional CRM administration and product ownership
• Knowledge of APIs, web hooks, and third-party integration platforms
• General knowledge of ticketing systems
• General knowledge of email marketing systems
• Exceptional interpersonal, organizational and problem-solving abilities, as well as effective listening, written and verbal communication skills
• Highly organized, communicative, and inclusive project management skills
• Hands-on and proactive style of product ownership
• Willingness to learn new programs and applications as needed
• Ability to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to plan and take initiatives to accomplish objectives in timely manner; ability to prioritize work and meet deadlines
• Ability to establish and maintain effective working relationships with project team members, supervisors, and employees from other departments

Preferred Knowledge, Skills, and Abilities

• Ability to author and maintain technical manuals, procedural documentation, and OEM guides
• Ability to utilize Salesforce AppExchange solutions
• General knowledge of Google Analytics

Candidate Experience

Required

• 1-3 years of experience with data management and analytics (e.g., creation of dashboards, custom reporting)
• 1-3 years of experience implementing new systems
• 1-3 years of experience with Salesforce or other institutional CRM
• 1-3 years of experience using a ticketing system
• 1-3 years of experience using an email marketing system

Preferred

• 3+ years of experience with data management and analytics (Tableau and Power BI preferred)
• 1-3 year of experience implementing new CRM systems
• 3+ years of experience administering Salesforce
• 1-3 years of experience managing ticketing systems (Ticketure preferred)
• 1-3 years of experience managing email marketing systems (Mailchimp preferred)
• Experience working in a nonprofit, philanthropic, government, and/or higher education organization preferred
• Experience working with a membership organization highly preferred