Position Summary The CRM Administrator's role is to maintain the integrity, configuration, integration and support of customer relationship management (CRM) software systems and related ERP systems through technical and enrollment/student management best practices. The CRM Administrator analyzes and resolves CRM program issues in a timely and accurate fashion as well as maintains responsibility for maintenance, troubleshooting, and monitoring data quality and integrity. The CRM Administrator utilizes proven communication and problem-solving skills to guide, train and assist all user groups on issues related to the design, development, deployment and identification of options to fully utilize CRM software critical to university operations. The CRM Administrator works under the supervision of the Sr. Director of Enrollment Services.
This position is considered a “Responsible Employee” under Title IX federal regulations and “Mandatory Reporter” under Texas state law and The UIW Sexual Misconduct Policy. As a Mandatory Reporter, this position requires you as the employee to promptly report any incident that you witness or receive information about violating Title IX. These reporting responsibilities are set out in the UIW Sexual Misconduct Policy.
Essential Functions -Maintain the integrity, configuration, integration and support of the customer relationship management (CRM) software systems and related Enterprise Resource Planning (ERP) systems or integrated university systems through technical and enrollment/student management best practices; -Function as a CRM administrator/superuser to set up systems for established goals; -Create users, set permissions and document process change and new development; -Act as primary point of contact with University enrollment management and IT teams on features, options and maintenance/upgrades that may impact best practices or other University systems
-Analyze and resolve CRM program issues in a timely and accurate fashion; -Maintain current knowledge base of CRM functionality with vendors and stay up-to-date on future releases to present options for improvement; -Create and distribute reports on data to stakeholders and coordinate with other University data reporting systems
-Collaboratively work with other departments to create, customize and edit codes, fields, forms and views within the CRM; -Utilize the system features to create effective and efficient business processes; -Utilize HTML, CSS, graphics to provide the prospective or current student a positive user experience; -Responsible for maintenance, troubleshooting and monitoring data quality and integrity; -Monitor daily CRM processes including scheduled workflows, communication plans, automated imports, reports and alerts for errors, troubleshoot as necessary
-Communicate the status of issues and collaborate with the Information Technology team, vendors and other University teams for resolution in a timely manner; -Work with third-party vendors for imports and hosting/maintenance schedules including new system integrations and processes
-Develop end-user training materials and lead end-user training sessions; -Triage user questions and issues, providing first-line of communication to address and resolve concerns; -Assist end-users with technical usage of the systems, integrations or new options
-Work on other projects as assigned to support the data needs of the University utilizing CRM data or related import data from enrollment, student success and other vendors; -Perform other duties assigned
Knowledge Skills and Abilities -Demonstrated ability working with relational databases and interpreting, analyzing and reporting data; -Demonstrated ability to evaluate, troubleshoot and problem solve in a technical environment; -Proven ability to organize, manage and meet goals/project deliverables with a detail-oriented work style; -Ability to work both independently and as part of a team with internal stakeholders to champion and lead change in business processes and procedure; -Proficient with MS Office products particularly Excel as well as Outlook; -Excellent technical writing and communication skills, with specific skills in creating step-by-step instructions for technical activities; -Strong initiative, motivation, flexibility and intellectual curiosity; -Ability to communicate effectively with both technical and non-technical staff; -Ability to work effectively with individuals from diverse communities and cultures; -Employee shall adhere to all applicable rules and regulations of the University, the Conference, and the NCAA.
Required Education Bachelor’s degree with a preference for degrees in information systems, computer science, business administration, management information systems, marketing, statistics, social sciences or an Associate’s degree with four (4) to seven (7) years of related experience
Required Work Experience -Two (2) to five (5) years of professional experience with CRM system administration; -Experience with Enterprise Resource Programs (ERPs); -Proven experience with MS Dynamics, Salesforce or similar CRMs as well as integration experience with Enterprise Resource Programs (ERPs)
Preferred Qualifications -Experience with Ellucian Recruit or other university enrollment/student management CRM systems; -One (1) or more years experience working in higher education, preferably in a college enrollment/admissions office; -Experience with Ellucian Banner SIS; -Experience with SQL or other scripting languages; -Technical experience with enterprise level, multi-user applications; -CSS and HTML knowledge; -Experience with Salesforce Marketing Cloud or other email vendors
Work Hours This position requires a 40-hour work week typically 8 a.m. – 5 p.m.; evenings and weekends required to meet system needs.
Physical Demands Ability to work at a desk for extended periods of time on a computer or laptop.
Posting Number: AS942PO Job Type: Full Time Job Category: Administrator (exempt) Desired Start Date: 08/16/2020 Position End Date (if temporary): Reports To: Director of Digital Strategy and Marketing Salary: mid-$50K Open Date: 07/29/2020 Close Date: Open Until Filled: Yes
UIW is committed to a policy of equal opportunity in employment, without regard to race, color, national origin, disability, genetic information, veteran status, sex, gender, age, or religion (except in limited circumstances when religious preference is both permitted by law and deemed appropriate as a matter of University policy).