CRM Administrator

[HEaster]

The MGH Institute of Health Professions is currently seeking an experienced CRM administrator to join their enrollment marketing team. As the CRM administrator, the successful candidate will be responsible for the development and implementation of the Institute's Customer Relationship Management (CRM) system, HubSpot Sales Hub. The role will require an individual with a passion for data and technology, as well as an eye for detail.

The primary focus of this position will be to support the Institute's enrollment and retention goals by gathering and analyzing data to support informed decision-making. The successful candidate will be required to bridge the gap between the systems and end-users by combining strong business focus and customer-facing capabilities. They will customize HubSpot with custom fields, create automated process workflows, build data integrations with existing systems, and configure any third-party add-on system applications.

As the primary system troubleshooting/support and point of contact for end-users, the CRM administrator must be able to analyze and understand user needs, objectives, and desired features, translate them into relevant solutions, and provide extensive training to administration, staff, and faculty. They must possess organizational skills, attention to detail, and be a self-starter to ensure success in this role.

In summary, the CRM administrator will play a critical role in the Institute's success by taking a hands-on approach to troubleshooting functional, process, and system issues and managing them through to resolution.

DUTIES

• Responsible for the administration functions, including the testing and upgrades of the CRM itself, as well as integrations with other platforms and systems, including the Institute's student information system (Colleague) and third-party vendors.
• Ensures that customer database and communication records are updated and maintained, coordinating content cleaning and maintenance to generate necessary reports, analysis, and utilization optimization.
• Build and maintain an industry-leading awareness of CRM capabilities, trends, and student roadmaps.
• Develop strategy and lead the execution of user account management (e.g. creating different account profiles for appropriate levels of data access, creating new user accounts, and routinely deactivating inactive user accounts).
• Support and deliver end-user training/documentation as well as assessment of use and opportunities for development and upskilling. Provide functional and technical support to end users with varying roles and levels of technical skills.
• Analyze application data to help optimize admissions decisions and perform quality control checks prior to admissions decisions and financial aid release.
• Partners with IHP Information Services, MGB, and other vendors as necessary to ensure data integration, and maintain smooth operation and performance of the CRM platform.
• Other duties as assigned.

WORK ENVIRONMENT

• Normal office conditions.
• Work is performed in a standard office environment subject to prolonged periods of sitting and manipulation of computer keyboard and associated peripherals/mouse.
• Communicates with students, staff, faculty and administration, verbally or in writing.
• There is some on and off campus walking for meetings and could involve travel to local meetings.
• Must have private space at home for a remote office, and in the case of roommates/family, the office must have a door that closes.

REQUIRED

• Bachelor's degree
• 3 years of relevant experience preferred.
• Working knowledge of HubSpot or similar CRM software applications preferred
• Ability to work in a team-oriented, collaborative environment.

COMPETENCIES & SKILLS

Administrative Skills

• Strong organizational skills in managing processes, data and reports.
• Ability to work in a data-driven, cross-functional, diverse environment.
• High level of attention to detail and accuracy of data and data entry.
• Motivated self-starter, who is willing to learn new skills and enjoy opportunities to expand one's talents and expertise.
• Strong interpersonal, communication, and presentation skills to diverse audiences and all levels of the Institute
• Ability to be proactive and shift priorities as projects and/or timelines demand.
• Take personal accountability for own actions and is readily adaptable to changing priorities and needs within the department. In addition, suggests consistent improvements and streamlines tasks and approaches to data and/or problems.
• Demonstrated experience managing complex projects.

Technical Skills

• Strong analytical skills, with attention to detail and the ability to thrive in a data-oriented, analytical environment.
• Solid working knowledge of CRM platforms and strong ability to build custom apps and objects, rules, queries, dashboards, and workflows.

ABOUT MGH INSTITUTE

MGH Institute of Health Professions is a graduate school in Boston that provides entry-level and post-professional programs in Nursing, Communication Sciences and Disorders, Genetic Counseling, Occupational Therapy, Physical Therapy, and Physician Assistant Studies. The PhD in Rehabilitation Sciences and a PhD and Master of Science in Health Professions Education have been added in recent years along with two brand new programs: Master of Health Administration in Leadership and Master of Science in Healthcare Data Analytics to meet rising demand for highly educated health care professionals, educators, and researchers. Integrating classroom learning with research and clinical experience, the Institute grants doctoral degrees, master's degrees, awards certificates of advanced study, and offers continuing education to practicing professionals.

MGH Institute of Health Professions is the only degree-granting affiliate in Mass General Brigham (MGB), the largest private employer in the Commonwealth of Massachusetts. The Institute has been recognized multiple times by The Chronicle of Higher Education as a "Great College to Work For." A leading health sciences educational institution, MGH Institute provides students with outstanding academic programs, many of which are ranked among the best in the nation.

MGH Institute of Health Professions has announced an organization-wide anti-racism initiative to think boldly about race and bring together all members of the Institute community to address systemic racial injustice as well as oppression more broadly. The plan seeks to create a supportive and inclusive campus environment and better support the diverse communities the school serves. We are excited about this new initiative and are hiring employees who are committed to justice, equity, diversity, and inclusion and will contribute to our anti-racism and anti-oppression approach.