CRM Team Leader

About this job 
We are looking for an experienced Backfill Subject Matter Expert (SME) to support critical operational needs during a Salesforce post-go-live phase and contribute to the successful implementation of NetSuite. This role will temporarily backfill the Admissions Analysis Manager, ensuring Salesforce stability while allowing resources to focus on the NetSuite project.

I.Job Description

1.NetSuite implementation Support    

• Assist System Manager in executing daily tasks required for NetSuite implementation.
• Support the preparation and execution of test plans and test cases, ensuring thorough coverage.
• Participate in user acceptance testing (UAT), system testing, and validation to identify and report bugs or areas for improvement.
• Support data migration and cleansing processes to ensure data accuracy and quality within the NetSuite environment.

2. Salesforce Post-Go-Live Support    

• Provide daily support to the project team by assisting with Salesforce-related tasks during the post-go-live phase.
•  Provide first-level support to end-users, resolving queries and providing guidance on Salesforce best practices.
• Share user feedback on system performance and user experience with the vendor and development team for continuous improvement.

3.Training, Testing and Documentation

• Coordinate and schedule meetings, workshops, and training sessions.
• Support the development and refinement of training materials and user guides.
• Maintain and update project documentation, including user manuals and training materials.
• Track and document issues and resolutions systematically for future reference.
• Participate in system testing to identify and document any issues or bugs that may impact users.

4. System Monitoring and Optimization

• Monitor system performance and usage to identify potential issues or areas for improvement.
• Perform regular system checks to maintain stable and efficient performance.
• Support the training team in organizing and conducting training sessions for end-users.

5. Collaboration and Coordination

• Maintain effective communication with team members and stakeholders, providing regular updates and gathering feedback.
• Collaborate with Salesforce vendors, administrators, and project team members to enhance system functionality.
• Collaborate with campus teams to provide end-user support, ensuring the effectiveness and efficiency of the software usage.
• Work with the Marketing team to ensure accurate data follow-up in CRM systems and high-quality reporting.
• Coordinate with IT to develop tools that streamline admissions processes.

6. Additional Responsibilities

• Assist with managing other projects (e.g., Salesforce enhancements, call center operations) to ensure no disruptions to core operations during NetSuite implementation.
• Ensure data quality and accuracy for reporting analysi
• Support the Admissions Analysis Manager with reporting and reviewing campus-level follow-up activities
• Other tasks as assigned by Admissions Analysis Manager and CCSSO.

II.Requirements