New

Senior Director of CRM Systems

Elgin Community College

vision insurance, flexible benefit account, tuition reimbursement, 403(b)

United States, Illinois, Elgin

1700 Spartan Dr (Show on map)

Jan 09, 2026

About ECC:

Elgin Community College serves over 9,000 students at every stage of their educational journeys, including university transfer programs, career and technical education, continuing education classes, and adult basic education. As a community, we pride ourselves on nurturing a welcoming campus where every person-students, staff members, faculty members, and campus visitors-feels valued. The work of each ECC employee is central to the college's mission, and as an employer, the college fosters a positive environment through professional challenges, excellent benefits, and opportunities for recognition and camaraderie.

Work Schedule:

8:00 AM to 5:00 PM Monday through Friday

Rate of Pay:

This is a Full-Time Administrative position at grade 217, with an annual salary range of $98,312 to $115,000. The salary offer will be based on education and experience, in alignment with the College's compensation philosophy and the current Collective Bargaining Agreement (CBA), if applicable.

Benefits:

Medical, Dental, Vision Insurance
Life and Long-Term Disability Insurance
Flexible Spending Account (FSA, DCA, Commuter)
Retirement Plans (Pension, 457b, 403b)
Time Off with Pay
Professional Development/Expense
Tuition Reimbursement
Employee Assistance Program (EAP)
Sick Banks

FLSA Status:

Exempt

Grant Funded:

Job Summary:

Under the direction of the Managing Director of Enterprise Systems, Applications, and Project Management (ESAP), the Senior Director of CRM Systems provides leadership and oversight for the College's Customer Relationship Management (CRM) solutions. This role is responsible for planning, support, enhancements, and integrations across all CRM platforms. The Senior Director serves as project manager for CRM-related initiatives, partnering closely with functional stakeholders and IT colleagues to ensure successful delivery in alignment with IT project management standards.
The position leads and assigns work within the CRM department to ensure efficient operations and exceptional customer service. By fostering collaboration among application development teams, analysts, and functional departments, the Senior Director supports the strategic goals of Information Technology and the College.
The Senior Director of CRM Systems must have a deep understanding of CRM support, enhancement, upgrade processes, and integration concepts. This role requires exceptional attention to detail, advanced diagnostic and analytical skills, and strong problem-solving, organizational, and communication abilities.
The individual will collaborate across all levels of the organization to shape the strategic direction of CRM systems. They will provide effective leadership and mentorship to their team, foster constructive stakeholder relationships, and build trust through transparency and results. Success in this role also demands the ability to work independently and make informed project decisions.

Required Knowledge, Skills & Abilities:

* Bachelor's degree in computer science, business or related field, or an equivalent combination of education and experience.
* Salesforce Certified Platform Administrator or Salesforce Certified Platform Developer.
* Minimum of 7 years of managing and leading the work of an information technology (IT) staff, preferably in a CRM role
* Minimum of 5 years demonstrated expertise of Salesforce administration, configuration, customization and customer support.
* Experience with integrating applications such as APEX/Valence, Calendly, Blackthorn Events Management, Twilio and Marketing Cloud with the CRM preferred
* Experience working with programming languages and relational databases
* Experience with integrations between the CRM and the ERP

Desired Knowledge, Skills & Abilities:

Master's degree
Additional certifications as in Salesforce Certified Marketing Cloud Engagement Administrator or Developer
Experience with Ellucian Colleague and Ellucian Ethos

Essential Duties:

1. CRM Leadership & Oversight:
Assume overall responsibility for the institutional CRM and its integrations (e.g., Salesforce).
Provide leadership and mentorship to the CRM Operations department to streamline and automate processes and workflows.
Deliver vision and oversight for CRM solutions from inception through implementation and ongoing support.

2. Technical Support & Issue Resolution:
Provide technical support for CRM and related systems.
Troubleshoot and resolve Salesforce and integration issues identified through system reviews or reported by functional departments.
Collaborate with software/service providers, users, and IT teams to resolve issues.
Work with analyst teams on Colleague data needs and with Application Development on integrations through Ellucian Ethos and Colleague.
Communicate timely updates on resolution steps to stakeholders.

3. Strategic Planning:
Develop, execute, and maintain a comprehensive CRM operational plan aligned with ECC's strategic goals.
Collaborate with functional and IT departments on planning activities.
Consider Ellucian CRM Advise in strategic planning and provide recommendations for enhancements.

4. Project Management:
Serve as project manager for CRM Operations projects of all sizes.
Lead, manage, and direct work for CRM-related initiatives.
Provide timely feedback on project status through reports, emails, meetings, and departmental updates.

5. System Updates & Standards:
Create standards for processing CRM updates.
Review upgrades for Salesforce modules and other supported systems.
Coordinate work with CRM Operations, Application Development, analyst teams, and functional departments.
Identify risks, assist in creating test plans, and monitor installations.
Communicate potential impacts and remediation plans to affected business areas.

6. Representation & Collaboration:
Represent Information Technology on internal planning and advisory committees.
Contribute to technology-related meetings to evaluate strategic directions for campus-wide systems.
Provide expertise on CRM-related matters.
Serve on non-IT hiring committees for administrative positions as requested.

Other Duties:

Perform other duties as assigned that pertain to the job requirements.

Physical Demands:

Light (up to 25 lbs occasionally or 10 lbs frequently)

Visual Acuity:

Close visual acuity (e.g. computer, assembly)

Work Environment:

Moderate noise

Environmental Conditions:

Typical office or administrative

Current SSECCA Union Member Information:

The initial posting date for this position is 01/09/2026. Elgin Community College Support Staff Association (SSECCA) members that apply by 01/16/2026 and meet the posted minimum qualifications will receive full consideration.

Equal Employment Opportunity Statement:

Elgin Community College does not discriminate, or tolerate discrimination, against any member of its community on the basis of race, color, national origin, ancestry, sex/gender/gender identity, age, religion, disability, pregnancy, veteran status, marital status, sexual orientation, or any other status protected by applicable federal, state or local law in matters of admissions, employment, or in any aspect of the educational programs or activities it offers.

In addition, Elgin Community College provides reasonable accommodations to qualified individuals with disabilities to ensure equal access and equal opportunities with regard to employment practices, educational opportunities, and programs and services. If you need a reasonable accommodation for any part of the application and hiring process, please notify the College's EEO/AA Officer. Determinations on request for a reasonable accommodation will be made on a case-by-case basis.