The CRM Team is solely focused on Penn State Extension. This team is responsible for the strategic implementation of customer relationship management (CRM) platforms, primarily Salesforce, by devising customer and marketing data management solutions that enhance customer relationships, increase business insights, and optimize marketing processes. The team also ensures that marketing technology platforms are integrated, data is monitored for quality assurance, and actionable information is available to various internal stakeholders. While Salesforce is the primary CRM platform, the team also manages ZSuite (4-H) and Hands on Connect (volunteer programs).

Team Responsibilities

  • Lead strategy and implementation of select college CRM platforms, with primary focus on Salesforce, to manage customer relationships, increase business insights, and streamline marketing processes.
  • Evaluate and provide solutions for customer data-management-related initiatives and solutions.
  • Provide audience strategy and segmentation recommendations and guidance.
  • Create, test, and analyze automated, triggered, and custom campaigns, with a focus on email, social, and other channels.
  • Maintain platform integrations across unit, college, and University systems.
  • Provide product performance, customer engagement, and civil rights analytics to internal and external stakeholders.

Team Skills

  • Salesforce administration
  • Salesforce development
  • Web service integration
  • Reporting and analytics
  • Data management solutions
  • Contact list management
  • Email marketing
  • Youth management software administration
  • Consulting/solutioning/business analysis

Our Team

  • Assistant Director of CRM Strategy and Operations
  • 4-H Enrollment CRM Administrator
  • Salesforce Developer
  • Senior Salesforce Administrator, Data Quality and Reporting Analyst
  • Salesforce CRM Business Analyst