CRM Administrator - Digital Learning at UT

CRM Administrator - Digital Learning at UT

Digital Learning at UT, is a newly created unit charged with advancing UT’s commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaboration problem-solving.

The CRM Administrator is responsible for configuration and customization of the Digital Learning customer relationship management (CRM) system. This position will lead the technical support, maintenance and ongoing improvements to Slate CRM. In particular, this person will lead the technical aspects of marketing campaigns, events, inquiries, web forms, automation, student and staff portals. Position will work closely with peer staff in both Undergraduate and Graduate admissions office to ensure integrity and scalability of the platform(s). The administrator will provide training and support for divisional users. The administrator will work lock step with Digital Learning Core Education units to implement CRM solutions based on identified need. This position is responsible for developing and implementing strategies that align with enrollment goals as defined by Digital Learning leadership and the University of Tennessee.

The salary range for this position is approximately between $80,000-$90,000 per year with the potential for a hybrid working capacity.

Job Duties

Management of Digital Learning realm within campus CRM systems

• Function as CRM subject matter expert including architecture, programming, and the Digital Learning application and enrollment process
• Develop, program, configure CRM to accommodate and support current and future work-flows to maximize efficiencies and effectiveness
• Manage all aspects of data collection, reporting and data sharing between Slate and other systems, including the planning, development, testing, training, functional maintenance and documentation of policies and procedures
• Design and program databases to support Digital Learning admission process, communications, events, and data processing
• Develop and conduct training for the division of Digital Learning and campus partners
• Lead definition of system requirements, gap analysis, and identification of feasible alternative solutions that meet defined business objectives
• Implement enhancements to the CRM to better meet the needs of external constituents; providing a user experience that supports enrollment growth
• Oversee the collection, analysis, and reporting of all admissions recruitment and application activity data including management outcomes, recruitment effectiveness assessment and predictive modeling
• Create CRM reports and conduct analysis on annual comparative data
• Creates and maintain student and staff portals with CRM systems
• Exercises broad latitude in decision making to determine and implement objectives

Research & Data Analysis

• Researches new and emerging CRM technologies
• Works closely with campus partners, internal departments, and external vendors to define business needs, assess enterprise solutions, and to either build or obtain enterprise solutions
• Establishes definitions, standards, and naming conventions for enterprise CRM data to ensure ongoing integrity, accuracy, and internal consistency of data. Ensures all units of division are working on consistent web metrics and data dashboards.
• Collaborate with stakeholders to translate business needs into systems requirements and scoping

Relationship Development - Communication, Collaboration, and Partnership

• Cross-functional senior analyst who collaborates closely with the Digital Learning technology team, all operational units within Digital Learning
• Provides exceptional relationship management by creating synergies with internal teams, web analytics units across campus, and external vendors/partners

Successful candidates will have:

• Experience managing name buy strategy and execution of strategy through various channels
• Experience with student information systems, document management, admissions, and/or enrollment operations
• Experience with project collaboration, teamwork, and functional documentation
• Analytical, troubleshooting, and problem solving experience
• Experience administering CRM systems as part of an enrollment operation

Required Education and Experience:

• Bachelor's degree
• Directly related experience in data management and/or information systems (for example, imports/exports, audits, error corrections, reporting, etc.)
• Must have approximately 3 years of direct supervisory experience (Experience may include job related internships, assistantships, or part-time work)

Preferred Experience:

• Two or more years of experience with Technolutions Slate CRM
• Three or more years of technology experience and support in a higher education environment, preferably in admission and enrollment
• Experience executing data quality validations, cleansing data, and utilizing reporting systems

For full consideration, applicants must attach a letter of interest, resume, and the name, address, email, and phone number of three professional references, in addition to completing the applicant file to the Human Resources online application system, Taleo.

Screening of applicants will begin immediately and continue until the position has been filled. DL_UT