CRM Administrator

Please see Special Instructions for more details.

Please complete all sections of the application and submit required documents.

Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.

Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.

Washtenaw Community College is an Equal Opportunity Employer.

• An inclusive, welcoming environment for our students, faculty & staff
• Generous Paid Time Off on top of 12 Paid Holidays
• 4:1 Employer Match for Retirement
• Tuition reimbursement for colleges outside WCC

The CRM Administrator will provide technical expertise to TargetX/Salesforce ( CRM ) users throughout the College, while also carrying out vital audits, project support and administrative duties. Responsible for requirements gathering, TargetX/Salesforce configuration, testing, training and post deployment support. Provide expert level support and technical training to all users to assist in the proper utilization of the system. Manage daily technical operations related to CRM technology support.

The CRM Administrator has primary responsibility for optimizing the TargetX CRM performance, documenting the operation, support processes and procedures related to application processing, investigating and resolving technical online application errors, and communicating with internal and external stakeholders (vendors) as appropriate. This position will lead the effort to establish/refine policies, processes, and procedures related to maintenance, update, upgrade, integration, and development of the CRM recruitment and application environments.

• This position will understand the business needs and formulate and optimize the CRM systems to best support operations across the College. This position will become an expert in day-to-day CRM operations and become a bridge between operations and systems.
• Work with users to gather, understand, and define business requirements.
• Responsible for reviewing, analyzing performance and occasionally modifying systems including testing and creating workflows and reports as requested.
• Create and maintain user, technical and operational documentation for CRM users
• Responsible for developing, implementing, and testing new CRM processes, as well as troubleshooting solutions to system problems.
• Works with internal constituents to ensure data integrity and that systems are appropriately functioning and to meet the long and short-term enrollment goals of the College.
• Develop dashboards for communicating application, enrollment, and retention metrics
• Plan and develop CRM projects with key stakeholders
• Track project performance, specifically to analyze the successful completion of short and long-term goals.
• Establish system processes to provide better monitoring and proactive management
• Responsible for implementing email and texting procedures utilizing CRM platform
• Work with stakeholders to document and update procedures manual(s) to ensure quality and efficiency for all operation functions.
• Collaborate with stakeholders and executive leadership for CRM – Salesforce platform roadmap of continuous improvement, adoption, and utilization.
• Manage Salesforce users, profiles, roles, permission sets and other administrative responsibilities.
• Ensure ongoing user adoption, support, training, architectural design, and custom development of activities as well as enhancements, upgrades, data conversions, release updates, data integration, and reporting for multiple areas.
• Utilize technology, including AI-enabled tools and software where appropriate, to support the effective performance of assigned duties, enhance productivity, improve communication and information management, support decision-making, and other responsibilities, while ensuring compliance with confidentiality requirements, institutional policies, procedures, and applicable regulations.