Digital CX Solutions Specialist

The Digital CX Solutions Specialist’s primary function is to serve as one of the primary technical drivers, support and subject matter experts on for all online giving solutions, surveys, event registrations, online auctions and Salesforce Marketing Cloud for the Technology and Advancement Solutions team along with the Strategic Marketing Team. A general understanding of computer and smart device applications, troubleshooting and problem solving, customer support, data integrity and analytics is required.

Duties and Responsibilities

1. Support and develop the usage of Salesforce Marketing Cloud solutions including email management, journeys and analytics
2. Execute technical service requests for applications and web tools
3. Create and support all online giving solutions
4. Generate Event Registration reports
5. Create Online Surveys
6. Set up and support online auctions
7. Maintenance of the WVU Foundation solutions, applications, websites, etc.
8. Partner with 3rd party vendors to ensure platforms are functioning accurately
9. Participate in testing, training, documentation and implementation of new solutions
10. Respond to application system problems and make necessary corrections/modifications or engage appropriate staff for a resolution
11. Participate in data integrity functions
12. Participate in the interaction of other data technicians in the collection, maintenance, and interpretation of data
13. Improves personal and professional technical knowledge and expertise
14. Work closely with the Technology and Strategic Marketing departments to ensure that Technology’s and the Foundation’s goals are being achieved

Supervisory Responsibilities

There are no assigned supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Education and/or Experience

Bachelor’s degree in Management Information Systems or Bachelor’s degree in a related field and one or more years of experience. Familiarity with Google Analytics 4, Salesforce Marketing Cloud and Java Script is a plus.

Language Skills

Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Technical Skills

• Ability to use and provide end user support for solutions
• Ability to be the primary technical facilitator for applications and web tools
• Ability to troubleshoot applications and work with software vendors for resolution
• Ability to translate technical concepts to end users
• Ability to comprehend the core constituent data system
• Ability to support account management
• Ability to code in HTML and CSS languages
• Ability to use Microsoft Office
• Ability to design user friendly web forms and pages

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High rise office building
• Cubicles and desks
• Multiple monitors