CRM Strategist: Elevate Enrollment & Student Experience

CRM (Customer Relationship Management) Specialist

Job Title:

CRM (Customer Relationship Management) Specialist

The CRM Specialist position is responsible for the management of the Customer Relationship Management (CRM) system, including but not limited to implementations, integrations, data governance, AI/chatbot, security, training and support. This position collaborates with admissions, marketing and user groups to strategically enhance CRM strategies, adoption, and utilization across the College district.

The role requires efficiency with the Ellucian student module, communication management, application workflows, and student intake strategies. This position serves as a CRM advocate, promoting its expansion to positively impact student experience and bolster enrollment opportunities. The CRM Specialist has oversight of confidential data and personally identifiable information loaded into the CRM system.

It is critical that the CRM specialist be curious, flexible, open to new ideas and changing priorities, team-oriented, customer-focused, highly motivated, organized, detail-oriented, and a self-starter who can work independently. We are looking for a driven, proactive, innovative, forward-thinking, persistent, creative, enthusiastic go-getter who will optimize and advance SCC’s usage of Element 451. Strong verbal and written communication skills are essential for engaging both technical and non-technical audiences.

This is a full-time position (261 workdays per year). The starting salary is $48,000 per year.

Benefits include medical, dental & vision insurance, $50,000 life insurance, long-term disability, paid sick leave, paid discretionary leave, 15 days’ vacation, paid spring and holiday breaks and participation in IPERS or TIAA-CREF retirement plan.

The CRM Specialist will abide by the employment contract and relevant policies and guidelines of the Board of Trustees.

• Complete CRM training, learn specific tools, resources, and procedures related to recruitment and student communications
• Serve as the “go-to” expert for CRM users. Advocate for the CRM’s appropriate and effective use to enhance the student experience and enrollment results and train other employees on this usage.
• Collaborate with ITS, admissions, marketing, and the CRM Project Team to integrate and maintain CRM data systems, including data mapping/conversion, ERP and third-party integrations, and the configuration of workflows, chatbots, dashboards, forms, landing pages, and campaigns.
• Collaborate with end users and Admissions and Marketing leadership to translate enrollment, admissions, and marketing workflows into effective CRM configurations—including forms, triggers, routing, automation, and communication workflows that ensure timely responses within a centralized CRM queue.
• Collaborate with IT security and end users to ensure the ethical and secure use of AI tools, AI integrations, and AI-driven automation within recruitment and student engagement workflows
• Partner with ITS to manage technical governance, including role-based access control (RBAC), and implementation of new tools and systems
• Monitor and optimize CRM functionality—including analytics, campaigns, AI features, and lead-management tools—to support effective recruitment and enrollment strategies.
• Work closely with IT to support testing and troubleshooting, develop testing procedures, and perform continuous testing for CRM integrations and updates
• Analyze enrollment data, marketing metrics, and industry reports to uncover insights and trends in enrollment and recruitment and leverage system tools to address opportunities
• Work across the college to provide direction, advocacy, communication, and coordination regarding CRM system capabilities, activities, schedules, and enrollment outcomes
• Lead and execute employee training to support the overall goal to increase user adoption of the CRM
• Continually expand and share knowledge of the CRM system to strengthen enrollment outcomes, build team engagement, and to ensure that users leverage the capabilities of the systems to maximize connectivity and positive enrollment outcomes
• Serve as a key team contributor of…