Marketing Customer Relationship Manager (CRM) Database Analyst | Duke University Health System

  • Full Time
  • Durham

Duke University Health System

Durham, North Carolina,       Marketing Customer Relationship Manager (CRM) Database Analyst     Job Code:  2426 FLSA:  E Job Level:  D Job Family:  JF 08       **This is a hybrid opportunity one to two days in the office and the rest is remote work.**       Purpose: To provide support to the Duke University Health System (DUHS) and Duke Health System Marketing department in the new functionality design and maintenance of CRM (Salesforce and Salesforce Marketing Cloud) and related databases. To perform the compilation, analysis and reporting of consumer, referral and marketing information in the development and implementation of DUHS strategic plans and business decisions.     The Marketing CRM Database Analyst applies a systematic, disciplined, quantifiable approach for database management and CRM application development and configuration for the automated capture, transformation, and load of customer data from a variety of non-standardized sources and inputs.   Responsibilities Include Salesforce (Sales Cloud) administration tasks, meta-data management, environment management, data loading, the development of forms, web, and API-based application tasks. Salesforce Marketing Cloud (MC) management and configuration including administrative tasks, MC suite of applications expertise including journey building, extension configuration, and email performance analysis and optimization. SQL server data management tasks including importing, cleaning, transforming, and combining datasets, querying internal and external data sources, and computing business metrics. Manage technical projects completed by Salesforce vendors and partners, including Salesforce ticket opening and tracking to resolution, providing complete detailed requirements, delivered functionality assessment and testing, and milestone completion tracking and follow-up.     This position will be required to understand the fundamental structure of databases, have a natural ability to translate business user needs into efficient and effective database design, and have a working knowledge of programs used to manipulate, organize, and present data and information in a meaningful and informative manner. Further, this position requires the ability to interact with various levels of the organization in order to assist in the interpretation and use of that data.     Essential Skills Ability to integrate multiple data sources (including Epic EMR data, Call Center data, external customer datasets, etc.) efficiently and on a large scale Use relational database software (SQL Server) to design and troubleshoot complex SQL queries. Demonstrate the ability to create and use database functions to process unstructured data and/or perform geo-fencing computations. In-depth working knowledge of Salesforce Sales Cloud and Marketing Cloud applications Resourcefulness and self-sufficiency to research and resolve complex technical problems Experience working as part of the database development team and business users team     Responsibilities: Salesforce Sales Cloud and Marketing Cloud application administration, configuration, development, and maintenance SQL Server database tasks including importing/exporting and querying data source     Minimum Qualifications Bachelors in Information Systems, Business or Health Administration, or related field 3+ years database management experience (SQL server preferred) 3-5 years of Salesforce administrative and/or development experience (either Sales Cloud or Service Cloud or Health Cloud) 1-2 years of Salesforce Marketing Cloud hands-on experience Excellent verbal and written communication skills, including the ability to document and present reports suitable for audiences of all levels. Advanced spreadsheet skills, with sound working knowledge of Microsoft business package to include PowerPoint, Access, Word, and Excel Ability to work consultatively with business partners on problem definition Experience managing vendors in the areas of Salesforce technical development Knowledge of consumer product data gathering and analysis.   Required Qualifications at this Level   Education/Training Refer to Job Description      Job Code: 00002426 ANALYST, IT, SR Job Level: D   Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.   Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.   Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.