Customer Relationship Management Administrator

Overview

Reporting to the Director of Admissions, the CRM Administrator provides leadership and oversight of the Admissions Customer Relationship Management (CRM) system, currently Technolutions’ Slate Admissions and Enrollment. The administrator shapes and leads the application of Slate governance, strategy, roadmap, and projects; assigns, instructs, and evaluates the work of assigned staff; communicates with school and university stakeholders regarding Slate CRM projects; and manages vendor relationships.

The CRM Administrator offers guidance to the admissions team on project management, system needs assessments, system updates, and policies, and provides training and assistance with system issues. The administrator develops and manages queries to create and coordinate the flow of enrollment communications for targeted student populations. Additionally, the CRM Administrator assists the Director of Admissions in developing and implementing plans and initiatives to recruit the student body, administers the undergraduate admission policy, and reviews and determines student eligibility for Wisconsin residency for fee purposes.

Job Duties:

Reporting to the Director of Admissions, the CRM Administrator provides leadership and oversight of the Admissions Customer Relationship Management (CRM) system, currently Technolutions’ Slate Admissions and Enrollment. The administrator shapes and leads the application of Slate governance, strategy, roadmap, and projects; assigns, instructs, and evaluates the work of assigned staff; communicates with school and university stakeholders regarding Slate CRM projects; and manages vendor relationships.

The CRM Administrator offers guidance to the admissions team on project management, system needs assessments, system updates, and policies, and provides training and assistance with system issues. The administrator develops and manages queries to create and coordinate the flow of enrollment communications for targeted student populations. Additionally, the CRM Administrator assists the Director of Admissions in developing and implementing plans and initiatives to recruit the student body, administers the undergraduate admission policy, and reviews and determines student eligibility for Wisconsin residency for fee purposes.

Key

Job Responsibilities:

• Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors
• Participates in the evaluation of vendor software releases and impact
• Coordinates and monitors updates and the installation of upgrades and patches
• Recommends application enhancements or changes that may involve custom design, integrations, and third-party products
• Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities
• Creates and updates access permissions and maintains user accounts to maintain application security through user profile management
• Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed
• Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features
• Plans and directs staff implementation of small to medium technical projects related to system as needed
• Monitors and maintains performance metrics for application features and recommends and takes corrective/preventive actions

Admissions

$55,000 - $60,000, commensurate with qualifications and experience

• Experience working with a complex information database system
• Experience working with a CRM in enrollment services and higher education
• Ability to manage multiple, competing priorities, communicate effectively in both written and verbal forms, and work independently
• Ability to train users on computer system processes; ability to support staff for business and technical projects, assignments, and analysis
• Strong problem-solving and investigative skills. Ability to identify potential errors in processes or reports and determine solutions
• Effective as a team player and capable of…