Description

Job Summary:

The Customer Relationship Management (CRM) administrator is responsible for leading the implementation, optimization, and management of Technolutions’ Slate CRM system, as well as bridging the gap between the system and departmental users across all programs and sites. This role involves strategic thinking, technical expertise, collaboration, and a strong understanding of, and commitment to, achieving enrollment goals.

Supervisory Responsibilities:

• Coordinates and oversees relationship with exterior CRM vendor

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Personal Qualities - The ability to identify personal strengths, weaknesses, skills, and limitations and to use this understanding profitably.

• The desire to grow, develop, and mature, both spiritually and professionally.
• The ability to create and maintain a Christian professional atmosphere in all internal and external relationships.
• A spirit of cooperation and willingness to serve others.
• The desire and ability to disciple and mentor students.
• A professional appearance.

Education and Experience:

• 2 years CRM Administrator experience, Technolutions Slate CRM preferred.
• Familiarity with the Lead Generation to Matriculation Process Thread.
• Technical associate or bachelor’s degree.
• Previous experience in multi-channel campaign management.
• Previous experience in an end-user technical support role preferred.
• Previous experience in higher education recruiting
• Any background with CSS, HTML, or query writing would be helpful.
• Ability to work with people of varying technical skills.
• Proven customer service orientation combined with the ability to work well with others across departments and sites.
• Understanding of workflows and the use of conditional logic to configure a system for varying user groups and applicant populations.
• Creativity, initiative, excitement about leveraging the potential of CRM.
• Excellent business analysis and problem-solving skills.
• Excellent interpersonal skills.
• Quick, analytical thinker.
• Ability to effectively communicate complex concepts.
• Strong Microsoft Office Suite skills.

Required Skills/Abilities:

The CRM Administrator is responsible for the overall administration, configuration, and support for the institution’s instance of Technolutions Slate CRM. system. The successful candidate has:

• Ability to collaborate well with others and across departments.
• Ability to creatively problem-solve. 
• Skills to execute oversight and implementation of CRM campaigns and strategy.
• A good understanding how a CRM should and can be utilized across the institution.
• Ability to embrace change and work in a nimble fashion adapting quickly to updates, improvement processes and institutional changes.
• The tenacity to be an advocate for the CRM within the institution and help to appropriately leverage its use.
• Skills to maintain and ensure high integrity data.
• Experience to gather, identify, and analyze CRM requirements and ensure that expectations are met.
• Ability to assist in creation of strategic goals for high data quality and appropriate data use.
• Ability to evaluate and configure CRM system and provide end user documentation.
• Ability to provide technical support to end users, diagnosing and resolving problems.

Duties/Responsibilities:

• Oversees import of data sets, development and maintenance of applications, forms, queries and reports, dashboards, portal development, rules, workflow, and yearly cycle prep.
• Ensures that the data in CRM is accurate and accessible via appropriate filters. Works across the institutional sites as a champion; trains super users and select end users to ensure the CRM is understood by new and existing users; and ensures the system is sustainable, repeatable and scalable.
• Work collaboratively with Marketing manager Admissions leadership and other college stakeholders to develop and execute CRM strategies that optimize consumer engagement, acquisition and retention.
• Assesses various options for optimizing and configuring the system to ensure timely data management using metrics and analytics.
• Attends regular meetings with support staff and various team members to review upcoming issues, items, and training.
• Determines operational objectives by studying CRM functions; gathering information; evaluating output requirements and formats.
• Coordinates and deploys new CRM campaigns.
• Ensure optimal email and SMS practices to ensure successful delivery results.
• Ensure email layout design and content are optimized for best results for all CRM.
• Improves CRM processes by thru current best practices and configuring and designing modifications.
• Recommends controls by identifying problems and communicating improved procedures.
• Assists in defining CRM requirements by identifying milestones, phases, and budget.
• Monitors CRM progress by tracking activity; resolving problems; publishing metrics/reports; recommending actions.
• Maintains system protocols by writing and updating procedures.
• Maintains user confidence and protects operations by keeping information confidential.
• Prepares technical dashboards and reports by collecting, analyzing, and summarizing information and trends.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional communities.
• Performs other duties as assigned.

Qualifications