The University of Southern California’s (USC’s) Information Technology Services is seeking a talented and experienced Director of Customer Relationship Management (CRM) Applications with an exceptional commitment to service excellence and innovation to join its team.

As the Director of CRM Application, you will be an integral member of the Application Services leadership team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

The Director of CRM will drive the development and roadmap of the Salesforce platform to support USC’s marketing, communications, customer engagement, and student success needs. The Director of CRM will bring a customer-centric approach, innovative thought leadership, and data-driven thinking to advocate for and support the customer and align with USC's strategic goals. The ideal candidate should have 3 or more years of experience with marketing channels, personalization, engagement, and CRM data management as well as deep CRM experience, carrying out strategies and plans using a major CRM platform (e.g. Salesforce, HubSpot, Zoho, Mailchimp, etc.) The successful candidate will also be an experienced leader who can drive outcomes collaborating across cross-functional technology teams.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

MINIMUM REQUIREMENTS

The candidate for the position of Director of CRM Applications must meet the following qualifications:

• Bachelor's degree and/or combined experience/education as substitute for minimum education
• 7 years of experience in Information Technology (IT)
• Directly relevant supervisory and budget management experience
• 3 or more years of experience with marketing channels, personalization, engagement, and CRM data management.
• Deep CRM experience, carrying out strategies and plans using a major CRM platform (e.g. Salesforce, HubSpot, Zoho, Mailchimp, etc.)
• Demonstrated experience managing, engaging, and developing large, high-performing teams.
• Excellent communication skills, able to articulate a vision and strategy and present technical topics in a business-oriented fashion to non-technical audiences
• Ability to develop positive working relationships and a strong rapport with ITS staff and campus stakeholders
• Proven ability to anticipate customer needs and future and emerging trends
• Proven ability to understand and work with large, complex IT systems, and interpret, analyze, and apply pertinent policies, procedures, regulations, and requirements

PREFERRED REQUIREMENTS

The ideal candidate for the position of Director of CRM Applications meets the following qualifications:

• Master’s degree in computer science, data science, computer information systems, or a related field.
• More than 10 years of experience in the field of information technology working with CRM platforms
• Five or more years of experience in a leadership or management role.
• Deep experience with Salesforce
• A persuasive and effective communicator with the ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences
• Experience working in a higher education or large, fast-paced, highly collaborative decentralized environment

THE WORK YOU WILL DO

The Director of CRM Applications will work with internal and external stakeholders to develop a  roadmap of for ITS’ Salesforce platform that supports university initiatives.  The Director of CRM will bring a customer-centric approach and technologies for reaching customer segments across many channels.  The Director of CRM will foster innovation and partner with campus stakeholders to propose unique CRM solutions to customer problems. As a data-driven thinker, the Director of CRM will leverage the power of CRM and customer data to enable robust customer and platform analytics.

Job Accountabilities:

The Director of CRM Applications:  

• Define vision, roadmap and priorities for USC ITS' CRM platform to engage customers and enable business growth using the Salesforce platform using Marketing, Community, and CRM toolsets.
• Manage strong relationships with technology and business teams across the organization to understand the marketing, engagement, academic, and audience data needs and translate them into CRM products.
• Ensure the technical capabilities and technologies best allow to communicate effectively to segments of users, in real-time.
• Directly or indirectly supervises all assigned subordinate staff, usually through other supervisors. Recruits, screens, hires, and trains staff. Assesses need for technical and professional growth and recommends development opportunities. Evaluates employee performance and provides guidance and feedback. Counsels and/or disciplines as needed.
• Sets departmental goals and objectives and communicates to staff. Reassesses or redefines priorities as appropriate in order to achieve performance objectives.
• Provides specific technical expertise for functions supervised for a hardware/programming-software model and/or Cloud Services model, e.g., computer operations, applications programming, systems programming, systems configuration, hardware support, vendor management, client services and training, or consulting services. Directs the most complex projects and lends technical assistance to others as needed. Resolves problems referred by subordinate supervisors or staff.
• Consults with users on systems development project requests. Communicates regularly and effectively with stakeholders, technical staff, senior-level management, and customers regarding project goals, objectives, deliverables, plans and status throughout a project. Designs system(s) and/or system(s) configuration and specifications to satisfy user needs. Develops project schedules and plans and estimates staffing and other resource requirements. Directs the work of staff to ensure project plans and schedules are adhered to and follows up with users to ensure satisfaction with services provided. Makes presentations, as needed.
• Evaluates vendor proposals for system upgrades and configuration changes and/or purchases of hardware, software, and technical services to assure adherence to specifications. Analyzes proposed projects for feasibility.
• Establishes departmental performance standards and criteria. Provides for quality assurance reviews and feedback to ensure performance standards are met.
• Participates in short and long-term strategic planning, recommending modifications and/or additions to services provided, staffing and organizational plans, and corresponding budgetary implications.
• Networks with professional counterparts inside and outside the university. Participates in professional associations to stay informed of new developments in field and technology changes. Makes recommendations to senior management regarding technology changes based on developments in field and business needs.
• Develops and implements security-related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with the university Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of the university's crime prevention and suppression programs and services. Ensures dissemination of security-related information to staff
• Perform other duties as assigned or requested. The university reserves the right to add or change duties at any time 

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.