CRM Strategy Lead — Education; Salesforce

Position: CRM Strategy Lead — Higher Education (Salesforce)

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

This position is funded for 3 year(s); continuation past 3 year(s) will be based on university need, performance, and/or availability of funding.

POSITION SPECIFICS

Penn State University Information Technology is seeking a CRM Manager to support the Smeal College of Business.

This role will lead CRM strategy and operations at one of Penn State's most dynamic colleges. As Manager of CRM for the Smeal College of Business, you'll partner with stakeholders and the Enterprise ECRM team to develop the strategy, roadmap, and technology ecosystem — Salesforce, Cvent, Linked In Sales Navigator, and more — serving 15+ Smeal units and tens of thousands of constituents.

You'll report to Penn State IT's Director of Enterprise CRM, partner with Smeal's IT Strategic Partner, and work alongside a team of CRM professionals to modernize how the college connects with students, alumni, donors, and industry partners.

This is an opportunity to lead at the intersection of strategy, technology, and institutional impact.

Core Responsibilities

• Lead CRM initiatives for the Smeal College of Business, including strategy execution, stakeholder engagement, and ongoing program management across people, processes, and technology.
• Serve as the primary communicator for CRM efforts within the College, partnering with Smeal’s IT Strategic Partner to represent initiatives to internal and external stakeholders.
• Participate in University Enterprise CRM governance groups to ensure alignment with institutional strategy, standards, and priorities.
• Drive CRM adoption across 15+ Smeal units, including onboarding, enablement, and prioritization of Salesforce and related tools and processes.
• Conduct business analysis to define scope, assess needs, and prioritize CRM initiatives for maximum institutional impact.
• Manage CRM roadmap execution and project delivery, including prioritization of initiatives, system design to support cross-unit collaboration, integration with university and college systems, and establishment of consistent processes and data standards.
• Ensure strong data integrity and support development of a unified constituent data environment across the College.
• Partner with the Enterprise CRM program on software selection, procurement, implementation, licensing, and contract management for CRM tools and services.
• Oversee the college’s CRM budget and the allocation of costs within and among individual units. This includes HR, technology licensing, suppliers, consultants, and all other associated costs.
• Manage CRM team members and oversee professional development for a team, as well as participants in the university's IT talent share and training programs.
• Perform system administration responsibilities, including security management, platform maintenance, and upgrades to ensure the health and stability of Salesforce…