CRM Architect

CRM Architect

The Office of Strategic Enrollment Management (SEM) serves as a trusted partner to Tennessee’s 13 community colleges and 23 colleges of applied technology to create student‑centered enrollment experiences that expand access, increase enrollment, improve retention, and accelerate completion. SEM helps colleges remove barriers, streamline processes, and deliver a student experience that is accessible, responsive, and aligned with today’s workforce needs.

The T  Office of Strategic Enrollment Management is establishing a unit focused on supporting T  colleges’ effective use of Slate, a higher education‑oriented customer relationship management system used by nearly all T  institutions. This unit of Slate experts will support colleges as they leverage CRM technology to improve processes that shape the student experience. The work aims to reduce administrative burdens while enhancing student outcomes.

The CRM Architect supports T ’s strategic use of Slate to advance system‑wide and individual campus goals. The role identifies and leverages system‑wide economies of scale in Slate implementation while tailoring use to meet campus needs. In collaboration with the CRM Operations Director and the Assistant Vice Chancellor for Student Enrollment and Retention Services, the position manages key functions related to business processes, application processing, and user experience, with a primary focus on optimizing operational efficiency and supporting enrollment and student success initiatives.

Responsibilities include leading innovative projects, keeping records of meetings and attendance, documenting CRM process and procedural changes, and identifying areas for operational process improvement with SEM leadership.

T  Office of SEM will hire two CRM Architects. One will focus on supporting the Tennessee Colleges of Applied Technology and the other on supporting T ’s community colleges.

This role may allow remote work within Tennessee with periodic visits to the T  System Office (Nashville, TN) at the employee’s expense, and potential travel to Tennessee T  colleges may be necessary.

• 80% – CRM/Slate:
  Serve as consultant and trusted thought partner with T  colleges in their work to leverage Slate to enhance business and student processes. Build and implement standard CRM functions (Forms, Communication Flows, Events, Queries/Reports, Records, Portals). Investigate and configure Slate forms, communications, events, interviews, portals, workflows, automations, queries, and reports. Help institutions document and optimize system workflows. Provide support to colleges in managing enrollment funnel, application, and student success processes.
  
  Act as point of contact for each institution to assess functional needs for processing. Develop and deliver Slate‑related documentation and support training across campuses. Assist the CRM Operations Director with other CRM tasks as directed. Work closely with others in the Office of Student Enrollment Management and Service Center. (Essential)
• 15% – Customer Service:
  Manage incoming work requests from TCATs and/or community colleges. Work cooperatively and effectively with other departments, including the Office of IT in support of Slate and Banner Student database changes and improvements. (Essential)
• 5% – Other Duties:
  Personal commitment to growth and development as a leader and colleague. Perform additional duties as assigned. (Marginal)

• Bachelor’s degree in Business, Marketing, Communications, Education, or related field plus two years of related experience OR a comparable combination of education and experience.
• Experience developing architecture within a CRM.
• Experience with project management.
• Experience with Banner or similar ERP system.

• Experience with Slate.
• Experience serving as a Slate Captain.
• Experience developing architecture within a CRM and integrating solutions into a higher education student information system.
• Experience with Axiom.
• Experience with in a shared service operating environment.
• Experience or training in Windows operating system and Microsoft Office 365 applications.