Museum of Fine Arts, Boston
CRM Applications Manager
Museum of Fine Arts, Boston, Boston, Massachusetts, us, 02298
Under the direction of the Senior Director, Information Systems & Technology Services, the CRM Application Manager will lead and manage the improvement and maintenance of CRM applications and integrations.
This person will proactively seek out the evolving needs of the organization and effectively translate key choices and team capabilities into an ever-evolving product roadmap. Engage in strategic thinking and planning about processes, vision, and improvements. Manage the intake, feasibility, prioritization, best approach and schedule for all new report requests, application issues, maintenance actions, and enhancement requests to prioritize high-value fixes and improvements that boost overall system function. Serve as the primary liaison between the MFA, our internal CRM groups and vendors.
Engage in consistent communication with staff and executive leaders to understand priorities and effectively communicate key choices and team capabilities. Provide project management and administrative oversight to ensure smooth operations and shared knowledge across the various business units and stakeholders including the CRM Steering Committee, CRM Working Group, and CRM users. Manage communications across the CRM user base including scheduled maintenance, new development, testing, copy downs and instance use.
Lead CRM Working Group meeting including setting agenda, documenting meeting minutes, decisions, and next actions. Report to Steering Committee on behalf of CRM Working Group. Provide administrative support for the CRM Steering Committee.
Manage quarterly maintenance, configuration updates and new development schedule in conjunction with CRM Working Group and IT resources. Coordinate the timing of maintenance, configuration, new development and all testing, as well as instance guidelines and copy down schedule. Coordinate an annual business review to confirm that the application is keeping step with MFA business needs.
Support CRM users to learn and use the system effectively and to maintain data integrity. Manage CRM documentation and training to ensure up-to-date information and common usage across the application. Assign documentation responsibility around CRM Working Group decisions and updated workflows. Identify the appropriate resources (Power Users) from MFA functional areas to support documentation updates. Develop and maintain a knowledge base to support distributed contributor/consumer model for documentation. Create training structure for new hires and training refresher requests. Identify MFA resources to support ongoing CRM training and end-user coaching.
Create training structure for new hires, hold training sessions as needed for general users or for specific museum-wide CRM usage. Expand knowledge of general staff on CRM features and information. Identify MFA resources to support ongoing CRM training and end-user coaching.
Collaborating with other IT staff, continue to integrate and improve the organizational use of Jira, Confluence, and Microsoft Teams into CRM related business projects and processes. Processes include and are not limited to New/Change User Requests, Production to Dev and Test instance copies, Customization documentation, and ad hoc Working Group Projects.
Execute data integrity audits and manage/coordinate cleanup efforts including data imports/exports, and where appropriate, data migrations. Engage users to understand the need for high quality data, and work with them to find solutions to ensure agreed upon workflow, data entry guidelines and business process are being followed
Coordinate and compile Disaster Recovery Protocols working with each business unit to refine the necessary steps to sustain business operations with minimal down time.
Manage CRM Application budget and provide budget forecast for application related expenses.
Engage appropriate external experts and those relationships to maintain a healthy, productive functional improvement cycle. Act as CRM Vendor liaison internally and externally including sending internal newsletter, joining local CRM User Group(s), attending the annual conference(s), and participating in national opportunities to represent the Museum.
Perform other related duties as required or directed.
REQUIREMENTS:
Bachelor's in business, information systems or other related field.3 to 5 years of Tessitura use and/or administration experience preferred.Experience overseeing multiple CRM applications and their integrationsAn experienced project manager with excellent follow-through skills.Consistent desire to solve problems and make the lives of fellow team members easier.Ability to identify and implement process and policy improvements.Excellent judgment and decision making skills.Willingness to learn and adapt quickly to a constantly changing landscape.Precision and quality focused; refuse to let details fall through the cracks.Methodological, detail oriented, able to be careful and considerate under pressure.Ability to meet deadlines, handle and prioritize multiple simultaneous requests, manage laterally and upwards.Excellent presentation skills with ability to provide instruction to audiences of varying technical ability.Comfort working in a small, remote, collaborative team environment.A strong relationship manager who can work well with others and within diverse groups.Must be committed to the Museum's values in support of inclusion, diversity, equity and access (IDEA).An affinity for the arts, museums and appreciation for contributing to an excellent visitor experience desirable.
The Museum reserves the right to change job descriptions. While this job description is intended to include essential duties, it is conceivable that job duties may change before the job description is officially revised.
SALARY AND SCHEDULE:
Full-Time Salary, 35 hours per week
$80,000 - $90,000, commensurate with experience
This position is affiliated with the United Auto Worker's Union
Please note that the advertised salary range is competitive and commensurate with experience. The Salary offered to a final candidate in good faith will depend on various factors, such as experience, education, specialized training, unique, relevant skills and abilities, internal equity, and other individual experiences and qualifications.
The MFA is an equal opportunity employer. The community and audience we serve is diverse, and we wish to foster that diversity in our workplace. Toward that end, the MFA does not discriminate against individuals in hiring, employment or promotion on the basis of race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, handicap or disability, veteran or military status, political belief, pregnancy, genetic information or any other characteristic protected by law.
This person will proactively seek out the evolving needs of the organization and effectively translate key choices and team capabilities into an ever-evolving product roadmap. Engage in strategic thinking and planning about processes, vision, and improvements. Manage the intake, feasibility, prioritization, best approach and schedule for all new report requests, application issues, maintenance actions, and enhancement requests to prioritize high-value fixes and improvements that boost overall system function. Serve as the primary liaison between the MFA, our internal CRM groups and vendors.
Engage in consistent communication with staff and executive leaders to understand priorities and effectively communicate key choices and team capabilities. Provide project management and administrative oversight to ensure smooth operations and shared knowledge across the various business units and stakeholders including the CRM Steering Committee, CRM Working Group, and CRM users. Manage communications across the CRM user base including scheduled maintenance, new development, testing, copy downs and instance use.
Lead CRM Working Group meeting including setting agenda, documenting meeting minutes, decisions, and next actions. Report to Steering Committee on behalf of CRM Working Group. Provide administrative support for the CRM Steering Committee.
Manage quarterly maintenance, configuration updates and new development schedule in conjunction with CRM Working Group and IT resources. Coordinate the timing of maintenance, configuration, new development and all testing, as well as instance guidelines and copy down schedule. Coordinate an annual business review to confirm that the application is keeping step with MFA business needs.
Support CRM users to learn and use the system effectively and to maintain data integrity. Manage CRM documentation and training to ensure up-to-date information and common usage across the application. Assign documentation responsibility around CRM Working Group decisions and updated workflows. Identify the appropriate resources (Power Users) from MFA functional areas to support documentation updates. Develop and maintain a knowledge base to support distributed contributor/consumer model for documentation. Create training structure for new hires and training refresher requests. Identify MFA resources to support ongoing CRM training and end-user coaching.
Create training structure for new hires, hold training sessions as needed for general users or for specific museum-wide CRM usage. Expand knowledge of general staff on CRM features and information. Identify MFA resources to support ongoing CRM training and end-user coaching.
Collaborating with other IT staff, continue to integrate and improve the organizational use of Jira, Confluence, and Microsoft Teams into CRM related business projects and processes. Processes include and are not limited to New/Change User Requests, Production to Dev and Test instance copies, Customization documentation, and ad hoc Working Group Projects.
Execute data integrity audits and manage/coordinate cleanup efforts including data imports/exports, and where appropriate, data migrations. Engage users to understand the need for high quality data, and work with them to find solutions to ensure agreed upon workflow, data entry guidelines and business process are being followed
Coordinate and compile Disaster Recovery Protocols working with each business unit to refine the necessary steps to sustain business operations with minimal down time.
Manage CRM Application budget and provide budget forecast for application related expenses.
Engage appropriate external experts and those relationships to maintain a healthy, productive functional improvement cycle. Act as CRM Vendor liaison internally and externally including sending internal newsletter, joining local CRM User Group(s), attending the annual conference(s), and participating in national opportunities to represent the Museum.
Perform other related duties as required or directed.
REQUIREMENTS:
Bachelor's in business, information systems or other related field.3 to 5 years of Tessitura use and/or administration experience preferred.Experience overseeing multiple CRM applications and their integrationsAn experienced project manager with excellent follow-through skills.Consistent desire to solve problems and make the lives of fellow team members easier.Ability to identify and implement process and policy improvements.Excellent judgment and decision making skills.Willingness to learn and adapt quickly to a constantly changing landscape.Precision and quality focused; refuse to let details fall through the cracks.Methodological, detail oriented, able to be careful and considerate under pressure.Ability to meet deadlines, handle and prioritize multiple simultaneous requests, manage laterally and upwards.Excellent presentation skills with ability to provide instruction to audiences of varying technical ability.Comfort working in a small, remote, collaborative team environment.A strong relationship manager who can work well with others and within diverse groups.Must be committed to the Museum's values in support of inclusion, diversity, equity and access (IDEA).An affinity for the arts, museums and appreciation for contributing to an excellent visitor experience desirable.
The Museum reserves the right to change job descriptions. While this job description is intended to include essential duties, it is conceivable that job duties may change before the job description is officially revised.
SALARY AND SCHEDULE:
Full-Time Salary, 35 hours per week
$80,000 - $90,000, commensurate with experience
This position is affiliated with the United Auto Worker's Union
Please note that the advertised salary range is competitive and commensurate with experience. The Salary offered to a final candidate in good faith will depend on various factors, such as experience, education, specialized training, unique, relevant skills and abilities, internal equity, and other individual experiences and qualifications.
The MFA is an equal opportunity employer. The community and audience we serve is diverse, and we wish to foster that diversity in our workplace. Toward that end, the MFA does not discriminate against individuals in hiring, employment or promotion on the basis of race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, handicap or disability, veteran or military status, political belief, pregnancy, genetic information or any other characteristic protected by law.