Director, CRM and Engagement Services

Director, CRM and Engagement Services

Smith College

Northampton, MA   |   October 7, 2019

Smith College, one of the largest independent women’s college in the country, seeks a visionary leader with expertise in collaboration, change management, communication, and project management to serve as the College’s first Director, CRM and Engagement Services (Director). The Director will play the institutional leadership role in advancing the college’s enterprise-wide adoption and use of CRM. The Director reports to the Assistant Vice President of Administrative Technology and will provide leadership to a team of 4-5 staff.

Smith College

Smith College was founded in 1871 as a private college with a mission to educate women of promise for lives of distinction and purpose, and today stands as one of the top 20 liberal arts colleges in the nation. Primarily an undergraduate residential college, Smith offers a broad curriculum of more than 1,000 courses in some 50 areas of studies. Its programs in the arts, humanities, social sciences and sciences have expanded to respond to the intellectual needs of today’s students, offering study in computer science, engineering, women’s studies, environmental science and policy, neuroscience, and emerging fields. In particular, Smith has earned a leadership position in preparing graduates for careers in science and engineering as well as law, medicine, and business. Smith’s educational offerings also include a number of co-educational graduate programs, including the nationally recognized School for Social Work.

With almost 300 faculty members serving about 2,500 students, Smith is large enough to have the resources of a university, yet small enough to form an intimate community. Smith is a well-resourced institution, with a $1.9 billion endowment, and is committed to the satisfaction and growth of its most valuable asset, its employees. Smith College is widely known as the employer of choice in the Pioneer Valley of Massachusetts and many Smith College employees choose to spend their entire careers living and working to meet the mission of educating women for lives of distinction and purpose.

Smith is known for its iconic 150-acre campus, sitting at the center of the vibrant community of Northampton. This ideal location is a short two-hour drive to Boston and a three-hour drive to New York City and offers access to the natural beauty and charm of old New England. The campus totals approximately 3 million square feet across 120 buildings. The Smith College Museum of Art has noteworthy collections and the Mendenhall Center for the Performing Arts houses one of New England’s finest concert halls. The central campus landscape was designed by the famed architect Frederick Law Olmsted and contains one of the nation’s oldest botanic gardens.

Smith is a member of Five Colleges, Inc., a consortium that presents students with an array of academic, cultural, and social advantages. The consortium, a unique private/public partnership among five educational institutions, is one of the oldest and most esteemed in American higher education. It is made up of Amherst, Hampshire, Mount Holyoke, and Smith Colleges and the University of Massachusetts Amherst, and provides a range of shared services, such as cross-registration, joint courses of study, transportation, faculty appointments and exchanges, and combined library catalogs.

Smith is actively working to foster, create and build an inclusive, equitable and accessible educational community founded on the free and open exchange of ideas. Diversity, equity, and inclusion is a central part of the College’s mission and values and is a pillar of the strategic plan. Smith is at an important moment in its history where it is actively bringing together staff, students, and faculty to catalyze systemic and progressive change in which all members of the community feel that they are valued and feel a sense of connection and belonging.

The Opportunity

This is an ideal time to be joining Smith College and Smith College ITS. Smith College has embarked on an “IT Transformation” and the further adoption and use of enterprise-wide CRM is one of eight objectives in this transformation. The institution is making significant investments of time, money, and energy into tools, systems, and processes that will allow it to better serve its students, alumnae, faculty and staff, and the use of a robust CRM is part of this investment. The Director will play an integral part in Smith’s plans for creating and sustaining personal, valuable, and authentic relationships with its students and alumnae. As the inaugural Director, CRM and Engagement Services, this person will have the rare opportunity to both collaboratively create the vision, strategy, and roadmap, and oversee the maturation of a program and services that quite literally create connections and impact lives.

Strategic Vision:

  • The Director serves as the leader on campus who collaboratively designs the strategic vision and executes the strategic objectives for enterprise-wide CRM.  The Director serves a critical role in enabling this vision by providing the foundation for optimizing the College’s relationships with students, alumnae, and all its communities.
  • The Director completes professional development and maintains certifications related to scope of duties and remains abreast of new technologies and best practices, generally as well as in relation to higher education.

Functional and Operational Expertise:

  • The Director provides functional expertise, client and team management, and operational coordination across campus for the CRM program. This work will include the design, delivery, operation, and improvement of projects and related applications, as well as the technical and business processes related to those applications.
  • The Director is responsible for front and back-end solution architecture, development and release of management strategies, and change management. The Director ensures all development work such as design implementation, whether managed internally or by service provider, follows established standards, processes, application guidelines and technical architecture.
  • The Director manages software updates by researching key changes, recommending implementation decisions, collaborating with other technical and functional staff in the development and implementation of test plans and customized documentation.

Relationship Builder and Collaborator:

  • The Director works closely with functional leaders, organizational business units, and subject matter experts to identify, develop, and deploy new business processes.  The Director conducts continuous reviews of CRM functionality and utilization and creates reports and conducts analysis of CRM-related key performance indicators (KPIs) and metrics.
  • The Director manages CRM-related vendors, contracts, and relationships that focus on service delivery support, upgrades, maintenance, training/development, projects, enhancements, API and integrated programs and networks, and cloud services support specific to the CRM system. The Director serves as the main point of contact for vendors during phased CRM implementations.
  • The Director partners with Smith College ITS Training Team to develop CRM training curricula and develops and delivers training content when applicable.

Strong Customer Service Focus:

  • The Director adapts best practice programs and project management methodologies to enable the Enterprise CRM team in reliably delivering high-quality solutions to College stakeholders and client partners. The Director oversees advanced technical support for services and other administrative systems services. The Director designs technical end-to-end solutions for business processes using the designated CRM platform(s); leveraging native out-of-the-box CRM functionality whenever possible.
  • The Director elicits customer requirements, analyzes business and technical processes, provides technical support and guidance, facilitates problem identification and solutions, and establishes guidelines and standards for new campus applications/services.

Manage a Strong Team:

  • The Director is responsible for ongoing service and performance management of the CRM team, and its project and change management approaches, including development and maintenance of team capacity and adequate training, reference materials, reporting tools, stakeholder communications, and release notes for the CRM including planning for any upcoming requests. The Director leads the CRM team responsible for all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
Candidate Profile

The successful candidate will have a Bachelor’s Degree from an accredited institution in computer science, computer information systems, or a related field plus four years of working experience in Salesforce and related applications including but not limited to, Community Cloud, Sales Cloud, Marketing Cloud, cVent, and Github or an equivalent combination of education/experience.

The candidate will have demonstrated success managing large aspects of an enterprise CRM. Successful candidates will have demonstrated, successful experience managing a team.

Candidates will have personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting; including an ability to appropriately interact with college-wide information technologists and campus partners, including faculty, staff, students, and alumnae is necessary, and an ability to work independently and be proactive to ensure proper availability of systems/services is required.

Candidates will have knowledge of current project management best practices (lean/agile methodologies preferred), strong facilitation and negotiation skills, and the ability to communicate effectively and establish credibility with leadership

Experience working in a higher education, academic environment is highly preferred. Candidates should have a demonstrated commitment to advancing diversity and inclusion along with impeccable integrity and a reputation for a balanced, consultative approach. Other preferred qualifications include:

  • com certification, including administrative certification (ADM201 and ADM211) and/or Sales Cloud/Service Cloud consulting certification;
  • Experience facilitating business process redesign and process improvement;
  • Experience with event management platform implementation and service operations;
  • Communities experience; and
  • A record of success in improving processes and adoption of a CRM solution and related technology services.

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners. A proven record of leading strategic, organization-wide change initiatives in a manner consistent with organizational culture and values required.


Smith College has engaged Koya Leadership Partners to help in this search. Please submit applications, expressions of interest, and nominations to Tom Phillips and Charlotte Harris here.

Smith College is an equal opportunity employer encouraging excellence through diversity.

About Koya Leadership Partners

Koya Leadership Partners is a national retained executive search and human capital consulting firm that works exclusively with higher education, nonprofits and social enterprises. We deliver measurable results, finding exceptionally talented people who truly fit the unique culture of our client organizations and ensuring that organizations have the resources and strategies to support them. For more information about Koya Leadership Partners, visit