Marketing Cloud Administrator | University of Michigan – Ann Arbor

University of Michigan - Ann Arbor

Ann Arbor, Michigan, A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Department Summary  We elevate the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions.  Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units’ work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management Office,  and Business Intelligence. Job Summary Student Life Technology Solutions is seeking an enthusiastic and qualified Marketing Cloud Administrator to play an integral role in supporting users across Student Life, as well as enabling new services as the need arises, e.g., Social Studio. You will use deep technical and procedural knowledge along with analytical skills to triage, investigate, and solve problems, as well as manage new initiatives leveraging Marketing Cloud and related systems/tools. You will continuously seek opportunities to improve processes, applications, and procedures to generate business value. You will demonstrate the practice of critical consultation skills to help our business unit partners to support their business goals. You will execute routine, day-to-day activities like account configuration, setup, maintenance, and monitoring of the Marketing Cloud environment. This role will also serve as a back-up for the SLTS Salesforce Administrator on an as-needed basis. 35% – Production Support Assist the Salesforce Team in supporting custom applications by fielding tickets, writing user documentation, and taking input for improvements to existing solutions Provide user training for Marketing Cloud and related components as needed Manage Salesforce Subscription Center and understand custom subscription center build and its limitations Understand native Marketing Cloud unsubscribe functionality and help manage and map unsubscribes across departments’ other email systems as needed, as well as create and maintain unsubscribe footers Create/update users, security settings, roles and privileges of the entire system General help, solve user issues; contact support if needed and keep up with open cases until resolution Build out and maintain sender profiles, delivery profiles, and send classifications Ensure email deliverability for the entire system, and warn/retrain departments that are having high bounce rates Ensure CAN SPAM, CASL, GDPR, and CCPA compliance, as applicable Participate in Student Org “office hours,” bi-weekly drop-in meetings intended to support Salesforce and Marketing Cloud users 20% – Data Management Manage data connection between Salesforce and Marketing Cloud Manage data extensions and building/sharing to business units for Automation Studio and Journey needs Monitor data integrations and extensions for data integrity, troubleshooting as necessary Manage ad hoc data loads to ensure overall data integrity Work with the Salesforce Team and BI Team to identify and automate routine data transfers/imports Maintain Data Dictionary and the Marketing Cloud Administrator documentation 25% – Project Work For small-to-medium projects, manage the complete project lifecycle Develop scope documents, plans, timelines, milestones Allocate project resources (time, funds) effectively and efficiently in order to deliver on-time, on-budget, and valued solutions Collaborate with consultants, team members, campus peers, the central IT organization, and software vendors 10% – Strategy Work with Student Life units, especially Communications, Marketing, and Design (CMD), to develop strategic direction for Marketing Cloud services Work with CMD to generate cost estimates for new initiatives, functionality, and users Work with Student Org governance groups (Technical Advisory Group, Executive Advisory Group) to plan for enhancements to the Marketing Cloud environment, potentially including SMS messaging, chatbots, Social Studio, etc. 10% – Outreach and Professional Development Act as an Ambassador as part of the TechSolutions Ambassador service by “visiting” (currently virtual) Student Life units on a bi-weekly basis in order to better understand unit needs, identify opportunities for innovative projects, and offer day-to-day assistance with general technology needs. Participate in professional development activities that benefit both the individual and TechSolutions as a whole, usually focused on emerging technologies and Student Life unit needs. Bachelor’s degree in Computer Science, Digital Marketing, or Technology, or equivalent combination of education, experience, and training At least 3 years’ experience working hands-on in Marketing Cloud implementations, ideally involving integrations with Salesforce core and other platforms Experience using a CRM system, and understanding of marketing automation, and email marketing tools A firm understanding of email marketing best practices and CAN-SPAM and other applicable laws and regulations Demonstrated proficiency in SQL, query and report writing tools Knowledge of marketing text messaging best practices Detail-oriented with strong organizational, problem-solving and logical thinking skills Excellent oral and written communication skills Demonstrable experience with Microsoft Office and/or Google Apps for Education Must be professional, service oriented, creative, self-motivated, highly organized, team player Ability to work independently with little direction and multi-task while being productive and timely Authorization to work in the United States without sponsorship Master’s degree in computer science, or equivalent combination of education, experience, and training Marketing Cloud Administrator certification Experience acting as a Salesforce Administrator Fluent in HTML and CSS coding Experience creating dashboards Experience with Informatica Cloud and/or other ETL solutions Previous experience using reporting tools such as Crystal Reports, Tableau and/or Business Objects Previous experience working at the University of Michigan or in another university setting Position Criteria (Candidate Characteristics): Manages Complexity Asks the right questions to accurately analyze situations. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems. Evaluates pros and cons, risks and benefits of different solution options. Ensures Accountability Follows through on commitments and makes sure others do the same. Acts with a clear sense of ownership. Takes personal responsibility for decisions, actions, and failures. Establishes clear responsibilities and processes for monitoring work and measuring results. Drives Results Persists in accomplishing objectives despite obstacles and setbacks. Has a track record of exceeding goals successfully. Pushes self and helps others achieve results. Collaborates Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Gains trust and support of others. Instills Trust Follows through on commitments. Is seen as direct and truthful. Shows consistency between words and actions. Demonstrates Self-Awareness Reflects on activities and impact on others. Proactively seeks feedback without being defensive. Is open to criticism and talking about shortcomings. Admits mistakes and gains insight from experiences. Knows strengths, weaknesses, opportunities, and limits. Situational Adaptability Picks up on situational cues and adjusts in the moment. Readily adapts personal, interpersonal, and leadership behavior. Understands that different situations may call for different approaches. Can act differently depending on the circumstances. Working conditions This role is a hybrid work-from-home and on campus position.   This role may have reporting obligations under Title IX and Clery. Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.   Salary may vary depending on qualifications, experience, and education of the selected candidate. Relocation will not be offered for this position. #studentlife Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended. The University of Michigan is an equal opportunity/affirmative action employer. U-M COVID-19 Vaccination Policy COVID-19 vaccinations, including boosters when eligible , are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely.   More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.