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      Customer Relationship Management Administrator

Customer Relationship Management Administrator

locationDyersburg, TN 38024, USA
PublishedPublished: 5/20/2024
Full Time

GENERAL DESCRIPTION

Reporting to the Registrar and Director of Admissions & Records, the candidate will work collaboratively with all departments to support the adoption and effective use of Dyersburg State Community College’s CRM platform, Slate. The candidate will be responsible for maintaining an accurate CRM architecture that reflects Dyersburg State’s student recruitment/admissions funnel and student success retention strategies. The CRM Administrator facilitates development and delivery of enrollment management print and email-based communications. They will also contribute to development and roll out of CRM system by training/educating new users, providing input to technical solutions, exploring/implementing previously unused features, and serve as the CRM expert and also maintaining Axiom.

All duties require tasks to be performed at a high level of accuracy in a fast-paced environment, while maintaining confidentiality.

ESSENTIAL JOB FUNCTIONS/TYPICAL JOB DUTIES AND RESPONSIBILITIES

  1. Daily administration and support of Dyersburg State Community College’s CRM platform including but not limited to managing user setup, profiles, and roles, customization of objects, fields, record types, page layouts, portals, etc.
  2. Keep current on newly released Slate features and tools to routinely assess unused resources and recommend relevant projects and feature enhancements for enrollment management. Oversee all aspects of feature and process design and implementation to meet assigned deadlines and strategic needs.
  3. Work with data management systems, such as Banner and transition student information from outside sources to complete prospect/inquiry/applicant/admit profiles.
  4. Administer security roles, build workflows, write rules, build reports and dashboards.
  5. Develop, test, and deploy student communications, and other communication campaigns as needed to targeted audiences.
  6. Create, manage, and refine custom reports and dashboards.
  7. Develop HTML/CSS content.
  8. Create and maintain documentation on processes and policies.
  9. Establish processes and protocols to ensure data quality is maintained and to streamline policies and requests for maximum efficiency.
  10. Recommend and implement improvements to existing technical systems and office operations.
  11. Collaborate with enrollment management team in the development of admission and enrollment initiatives and how to utilize the CRM.
  12. Serve as the primary point of contact for all escalated Slate questions. Use technical expertise to troubleshoot individual issues that arise with student records, events, forms, etc. 
  13. Create and deliver end-user training/documentation and develop ongoing assessment to ensure consistent use of system tools. Provide functional and technical support to CRM users with varying levels of technical skills.
  14. Monitor and resolve daily errors and warning notifications from the interface between the CRM (Slate) systems and the Banner.
  15. Customize and build Slate features, including, but not limited to:
      1. Application, reader and related features
      2. Deliver
      3. Fields and prompts
      4. Queries and reports
      5. Rules
      6. Upload Dataset
  16. Performs related duties as assigned.

WORKING CONDITIONS:

Sedentary: Desk work; occasional travel may be required for college or program activities. Insignificant effort other than normal movement. Minimal Hazard/Exposure: Standard office settings. At least minimal environmental controls to assure health and comfort.

REQUIRED QUALIFICATIONS

  1. Associate degree
  2. Proficiency with computer databases and information systems
  3. Two years of related experience

PREFERRED QUALIFICATIONS

  1. Bachelor’s degree in a related field, Business Information Systems or Computer Science preferred.
  2. Direct experience with Slate, Axiom, and Ellucian Banner, specifically Slate implementation and development.
  3. Experience in higher education setting
  4. Project Management Certification (PMP, CompTIA, or similar) or experience managing large projects

KNOWLEDGE, SKILLS AND ABILITIES

  1. Familiar with HTML, CSS, and SQL
  2. Ability to work with Ellucian Banner
  3. Ability to work directly with a CRM system
  4. Ability to maintain confidentiality of records and information
  5. Ability to interact in an effective and appropriate manner with diverse populations
  6. Strong analytical, troubleshooting, and problem-solving experience
  7. Experience using best practices in email communications and/or social media in a higher education setting.
  8. Strong attention to detail and accuracy with high speed required
  9. Demonstrated experience with logic, technical design, and workflow concepts.
  10. Ability to work independently

Minimum Salary is $44,600 Annually ($22.87 per hour).  With additional experience pay increases to a maximum of $55,800.

Dyersburg State offers a comprehensive benefits package, including but not limited to the following:

  • Vacation and Sick Leave
  • 14 paid holidays
  • Medical, dental, vision and life insurance
  • Retirement plans
  • Optional 401K and 403B Deferred Compensation Plans
  • Educational benefits for the employee and their spouse and dependents
  • State Employee Discount Program with over 900 merchants

Special Instructions to Applicants:

To be considered for this position applicant must submit an application, a resume, cover letter, and transcripts if applicable.   Unofficial transcripts are acceptable for the application process; but official transcripts are required upon hire. You also must provide the contact information for a minimum of three (3) professional references.

Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application.  Incomplete applications will not be considered.

A completed satisfactory background check will be required before hire. 

Dyersburg State Community College is a TBR and AA/EEO employer and does not discriminate against students, employees, or applicants for admission or employment on the basis of race, color, religion, creed, national origin, sex, sexual orientation, gender identity/expression, disability, age, status as a protected veteran, genetic information, or any other legally protected class with respect to all employment, programs and activities.