CRM Platform Manager

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

 

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The CRM Platform Manager is responsible for leading the effective management and continuous improvement of the organization’s Creatio CRM platform and its support staff. This role combines technical project management, administration, and CRM analysis to ensure seamless operation, alignment with business objectives, and the successful execution of CRM strategies. The CRM Platform Manager works closely with internal stakeholders, external vendors, and cross-functional teams to optimize customer engagement, retention, and satisfaction. As the Manager, this position supervises, instructs, assists, directs, and checks the work product of team members. In addition, this position is involved in the development of associates through coaching, objective setting, training, and performance monitoring and management.

Job Responsibilities:
CRM Management and Oversight:

• Lead the NBS CRM team, overseeing daily operations and ensuring successful execution of Creatio CRM activities. This includes full supervisory responsibilities as a first-line leader, such as interviewing, hiring, performance management, disciplinary measures, coaching, development, and other leadership functions.

• Act as the primary liaison between CRM users, external vendors, and the internal CRM team.

• Coordinate evaluations, cost analysis, scope definitions, and implementation for new development requests.

• Provide 2nd and 3rd level support to CRM users.

Strategy and Analysis:

• Define and monitor CRM KPIs, including customer lifetime value, retention rate, churn rate, and net promoter score.

• Develop and implement CRM strategies to enhance customer acquisition, loyalty, retention, and satisfaction.

• Assist CRM users in segmenting and targeting customers based on behavior, preferences, and needs, delivering personalized and relevant messages and offers.

• Analyze and report on CRM initiatives, offering insights and recommendations for improvement.

Collaboration and Alignment:

• Work closely with departments such as marketing, sales, support, and analytics to align CRM goals with broader organizational objectives.

• Collaborate with key stakeholders, CRM Solutions Analysts, and other application …