TBR | The College System of Tennessee

Title: Customer Relationship Management Administrator

Institution: Volunteer State Community College

Job Summary:

This position will work collaboratively with all departments to support the adoption and effective use of Volunteer State Community College’s Customer Relationship Management (CRM) software, Slate. This position will be responsible for maintaining an accurate CRM architecture that supports Volunteer State Community College’s Enrollment Funnel. The CRM Administrator will contribute to the development of the CRM by training/educating new users, providing input on technical solutions, and exploring/implementing previously unused features.

Job Duties:

Daily administration and support of Volunteer State Community College’s CRM platform and its users, including but not limited to, managing user security, responding to user requests, and end user support. Keep current on newly released Slate features and tools to routinely assess unused resources and recommend relevant projects and feature enhancements. Work with data management systems to integrate information from outside sources with the CRM. Develop, test, deploy, and maintain ad-hoc communication and communication campaigns to targeted audiences supporting the Enrollment Funnel. Develop, test, deploy, and maintain events inside the CRM to facilitate registration and tracking, and communication for participants in College activities. Create, manage, and refine custom queries, reports, and dashboards. Design, create and maintain forms for the collection of information, custom pages throughout the CRM, applications, and support business processes. Collaborate with relevant departments to setup and maintain Scheduler/Active Scheduler to include customizing the model for each area’s needs and providing training for users. Create and maintain Portals within the CRM to support faculty, staff and student needs throughout all parts of the Enrollment Funnel. Create and maintain documentation on business processes and policies. Manage ongoing maintenance efforts of previously built functionality including but not limited to data sources, prompts, queries, and reports. Serve as the primary point of contact for all escalated Slate questions. Use technical expertise to troubleshoot individual issues that arise. Create and deliver end-user training/documentation and develop ongoing assessment to ensure consistent use of system tools. Monitor data validation and consolidation efforts related to the CRM and relevant third party systems. Provide functional and technical support to CRM users with varying levels of technical skills. Maintain current knowledge on the CRM through regular professional development. Serve on college committees as assigned. Other duties as assigned. 

Minimum Qualifications:

Bachelor’s degree and two years of related experience OR Associate’s degree and four years of related experience.

Preferred Qualifications:

Bachelor’s degree in a related field, Business Information Systems or Computer Science preferred.
Direct experience with Slate, Axiom, and Ellucian Banner, specifically Slate implementation and development.
Experience in higher education setting.
Project Management Certification (PMP, CompTIA, or similar) or experience managing large projects.

Knowledge, Skills, and Abilities:

Familiar with HTML, CSS, and SQL.
Ability to work with Ellucian Banner.
Ability to work directly with a CRM system.
Ability to maintain confidentiality of records and information.
Strong analytical, troubleshooting, and problem-solving experience.
Experience using best practices in email communications and/or social media in a higher education setting.
Strong attention to detail and accuracy with high speed required.
Demonstrated experience with logic, technical design, and workflow concepts.
Ability to work independently.
Must be a willing advocate of the mission of the college.
Database management, statistical data interpretation, and application of state-of-the art information technology as applied to enrollment management practices and programs.

Pay Rate: $51, 857 - $64,821 annual salary depending on experience

Volunteer State offers a comprehensive benefits package, including but not limited to the following:

• Insurance:  Health, Dental, Vision, Life, Disability (long and short term), FSA/HSA
• Wellness Incentive Program (if enrolled in Health)
• Educational Assistance:  Fee Waiver, Spouse/Dependent Discounts, Tuition Reimbursement
• Employee Assistance Program
• Longevity Pay
• Retirement Options:  State of TN Pension (TCRS), 401a, 401K with up to $50/month match, 403b, and 457
• 14 Paid Holidays/Year
• Annual Leave (if applicable)
• Sick Leave
• Sick Leave Bank
• State Employee Discount Program with over 900 merchants

Special Instructions to Applicants:

Unofficial transcripts are acceptable for the application process. Official transcripts will be required upon hire.

Applicants may be subject to a background check.