ENROLLMENT SERVICES - Customer Relationship Management Administrator

Job Classification

  

Position summary

The Customer Relationship Management (CRM) Administrator maintains responsibility for the implementation of the CRM system for the Enrollment Management department, with focus on recruiting and enrolling undergraduate students. This includes ensuring solutions are designed not only for today's needs, but also to meet changing and growing needs. The Administrator provides quality customer service to ensure satisfaction and system integrity for all users of the system. This position configures and maintains the CRM application including responsibility for systems analysis, troubleshooting, documentation, training and end-user support.

Qualifications summary

Leadership skills, planning and organization skills, needs to be detail oriented, have excellent customer service philosophy, possess managerial skills, must be a self-starter and motivator of staff, be a visionary, and also have a good understanding of Banner, HTML coding, CRM software and major software suites (Microsoft). Ability to troubleshoot and decipher communication plan discrepancies and other mediums that will aid in effective communication. Bachelor’s degree preferred in a computing related field, or equivalent work experience in related field


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

• Configures, manages, and maintains mission-critical CRM application to ensure maximum usability and system availability for enrollment of undergraduate students


• Analyzes user needs to understand, plan for and implement processes and procedures to meet present and future requirements


• Acts as project manager for CRM initiatives and implements new projects


• Develops instructions and guidelines to perform the functions assigned to users and provides training for individuals and groups related to the use of the CRM application


• Integrates data into the CRM system


• Administers and maintains end user permissions and access rights


• Works with Integrated Marketing and Communication for branding and marketing input, when assistance is needed with delivery


• Works with Enrollment Management Communication Systems Coordinator to execute the planned communication and campaigns


• Works with Director of ITS Administrative Systems and team to ensure interfacing with multiple systems is possible and maintained to maximize utility of CRM system.


• Works with Database Administrator to plan and schedule CRM roll outs, releases, and upgrades with departments


• Works with ITS to make sure that adequate server and storage needs are available


• Maintains current knowledge of CRM application updates, news and user group activity


• Works to ensure reports are designed and available


• Tests and ensures that key user groups thoroughly test new configurations and/or versions of the CRM Application before upgrades or changes are made


• Analyzes and troubleshoot problems with end users to assess needs and determine optimum solutions; utilizing CRM product manuals, Ellucian Customer Support, user support groups and Andrews ITS Administrative Systems staff as needed


• Manages interfaces (exports/imports) with third-party partner applications, ensuring that data and timing needs are being met on both sides.


• Helps with Enrollment Management team events as needed, including weekends


• Performs other project duties as assigned

Supervisory responsibilities

This position is responsible to supervise and implement the CRM application and needs related to the application. They will also supervise the training and mainance of the application.

Qualifications

• Bachelor’s degree preferred in a computing related field, or equivalent work experience in related field


• Excellent written and verbal communication skills


• Ability to manage and achieve results while meeting project deadlines with minimal supervision


• Ability to perform tasks that require methodical and organized approach; strong attention to detail


• Ability to remain flexible enough to meet the demands of a fluid and changing environment


• Willingness and ability to learn new skills


• Quick learner, specifically as it relates to computers and computer applications


• Knowledge of Higher Education related business processes


• Excellent in troubleshooting skills


• Ability to prioritize needs, manage many tasks and projects and function consistently in an environment that has demands from multiple areas


• Highly analytical with the ability to understand the capabilities and limitations of computer processes

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

• Working knowledge of MS Office products including MS Word, Excel, PowerPoint, Visio, and Project


• 
  Working knowledge of relational databases (Oracle preferred) and the ability to use Structured Query Language (SQL) in producing reports and extracting data
  


• Detailed knowledge of, and experience with the installation, support, and administration of CRM application, Microsoft Dynamics preferred

Interpersonal interactions

• 
  Ability to work within a team to complete projects
  

• 
  Exceptional customer service skills and the ability to work very well with many different groups of people
  


• Communicates clearly and calmly in any situation, individually or in groups

Physical demands

A successful individual will be able to meet the physical demands described here to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions. This job requires the employee to sit for periods of a few hours at a time, use hands with freedom, reach out with hands and arms, stand and walk.

Work environment

The following work environment characteristics represent the atmosphere an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.