Student Success CRM and Communications Lead

Position: Student Success CRM and Communications Lead - Binghamton University
Job Description:

Budget

Title:

Senior Staff Assistant (SL-3)

Salary: $70,000

The Student Success Data Analyst & CRM Lead supports institutional retention and completion efforts through a combination of data analysis, reporting, and CRM system administration. The role sits at the intersection of student success operations, data systems, and communication strategy, with responsibility for ensuring that student-facing outreach is informed by reliable data and executed effectively.

This position requires both technical competence and intellectual curiosity, particularly an interest in understanding how student behavior, institutional processes, and communication strategies interact to influence outcomes. The role is expected to move beyond routine reporting to identify patterns, test improvements, and contribute to a more systematic approach to student success.

Reporting to the Senior Associate Registrar, the position works in close coordination with the Registrar's Office, Academic Success, and campus partners. The work requires sound judgment, attention to detail, and the ability to manage systems and outputs with minimal oversight.

Key Responsibilities:

CRM Administration and Student Communications

* Administer Ellucian Advise, including system configuration, updates, troubleshooting, and ongoing maintenance.

* Manage the execution and quality control of student communications across the lifecycle.

* Maintain a structured communication calendar to ensure appropriate timing, cadence, and coordination across offices.

* Evaluate communication effectiveness using available data; refine messaging and targeting based on observed engagement patterns.

* Pilot and assess appropriate uses of AI and automation tools to improve efficiency, consistency, and personalization.

* Document workflows, configurations, and communication processes to support continuity and clarity.

Data Analysis and Reporting

* Develop and maintain dashboards and reports related to:

* student communication engagement

* advising participation and appointment trends

* retention, persistence, and academic standing indicators

* Produce recurring and ad hoc reports, including routine operational reporting and targeted analyses.

* Identify patterns and anomalies in student data that warrant further investigation or intervention.

* Translate analytical findings into clear summaries that inform decision-making by non-technical stakeholders.

* Perform validation and quality assurance to ensure data accuracy and consistency across systems.

Systems and Integration

* Support data integration and flow between Banner, Degree Works, CRM Advise, and reporting tools.

* Work with Information Technology to diagnose and resolve system issues and improve data reliability.

* Contribute to incremental improvements in system design, data structure, and workflow efficiency.

* Maintain documentation that reduces reliance on informal knowledge and supports long-term system stability.

Collaboration and Campus Partnership

* Coordinate with Academic Advising, Financial Aid, Enrollment Management, and Student Affairs to support aligned outreach strategies.

* Provide training and guidance on CRM functionality and data-informed practices.

* Contribute to a shared understanding of student success metrics and the operational factors that influence them.

Requirements:

* Bachelor's degree in data analytics, information systems, business, higher education administration, or a related field

* At least two years of experience in data analysis, reporting, CRM administration, or a related field

* Experience working with databases or query tools (e.g., SQL or similar)

* Analytical, organizational, and written communication skills

* Ability to document processes, reports, or systems clearly and consistently

Preferred:

* Experience in higher education

* Experience in student success, advising, enrollment management, or institutional research

* Experience with data visualization or reporting tools (e.g., Power BI, Tableau, Excel)

* Experience administering CRM or student success platforms (e.g., Ellucian Advise, Slate, Salesforce)

* Familiarity with Banner, Degree Works, or similar student information systems

*…