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||University of Tennessee
||Knoxville, TN United States
Customer Relationship Management Administrator- Enrollment Management Operations|
The Office of Enrollment Management Operations at the University of Tennessee, Knoxville, (UTK) invites applications and nominations for our Customer Relationship Management (CRM) Administrator. We are seeking candidates who can contribute in meaningful ways to the diversity and intercultural goals of the University.
UT is the state’s flagship research institution, a campus of choice for outstanding undergraduates, and a premier graduate institution. Enrolling more than 30,000 students, the campus is located in the foothills of the Great Smoky Mountains in beautiful East Tennessee. As a land-grant university, UT fulfills its access mission through a commitment to excellence in learning, scholarship, and engagement. The Enrollment Management (EM) division comprises more than 150 full-time staff who serve our students through the following departments and functions: Undergraduate Admissions, International Recruitment, Transfer Center, One Stop Student Services, Financial Aid & Scholarships, University Registrar, Enrollment Management Communications, Enrollment Management Research & Analytics and Enrollment Management Operations.
Functions and Responsibilities:
The CRM Administrator is responsible for configuration and customization of the continuing student instance of the customer relationship management (CRM) system within Enrollment Management Operations. This position will lead the support, maintenance and ongoing improvements to the continuing student instance of Slate CRM. In particular, this person will lead the technical aspects of communication campaigns, events, inquiries, web forms and automation with the following home offices: One Stop Student Services, University Registrar, Financial Aid & Scholarships and University Bursar, with additional collaboration with the Division of Student Success. In addition, the CRM Administrator will take the lead on integrating data from both external and internal sources with Slate, including data from Banner (in collaboration with the Office of Information Technology). The CRM Administrator will provide training and support for system users and collaborates in the development of support processes for continuing student communication campaigns. This position is responsible for developing and implementing tactics that support the strategy that align with enrollment, retention and completion/graduation goals as defined by the University of Tennessee. This position will also work closely and collaboratively with the Assistant Director of CRM Technology, Undergraduate Admissions and the Enrollment Management Communications team to ensure seamless integration/communications related to the admitted-to-enrolled student experience.
Qualifications & Requirements
Required Education and Experience:
- Directly related experience in data management and/or information systems (for example, imports/exports, audits, error corrections, reporting, etc.)
- Experience with project collaboration, teamwork, and functional documentation
- Analytical, troubleshooting, and problem solving experience
- Experience administering CRM systems as part of an enrollment operation
- Experience with student information systems, document management, communications, and/or enrollment operations
- Experience managing name buy strategy and execution of strategy through various channels
- Must have a minimum of 3 years of direct supervisory experience
Preferred Education and Experience:
- Two or more years of experience with Technolutions Slate CRM
- Three or more years of technology experience and support in a higher education environment, preferably in enrollment and communications
- Experience executing data quality validations, cleansing data, and utilizing reporting systems
Required Knowledge, Skills, and Abilities:
Knowledge HTML, SQL, XML, or other similar formats. Ability to effectively communicate technical concepts to end users, business stakeholders and management both verbally and in writing. Ability to prioritize, problem solve, and organize tasks to meet deadlines and follow through on assignments with minimal direction, often under pressure. Proactive problem solver. Curious and eager to learn and understand the "why." Excellent analytical, communication, organizational and interpersonal skills. Ability to exercise sound judgment, discretion, and tact with all levels of constituents. Skills of working independently in a changing environment with accuracy and attention to detail. Demonstrated ability creating reports (MS Access and Excel). Ability to work with large data sets, verifying and checking data thoroughly for accuracy and completeness, and importing and exporting files between software programs. Strong experience and knowledge of Banner or comparable SIS. Effective presentation skills. Ability to learn about new information technology tools/systems as required.
Preferred Knowledge, Skills, and Abilities:
-Experience in technical support of Slate CRM
Applicants should submit a cover letter detailing relevant experience along with a resume and the name, e-mail address, and telephone number of three to five professional references.
University of Tennessee|
UT is the state’s flagship research institution, a campus of choice for outstanding undergraduates, and a premier graduate institution. Enrolling more than 30,000 students, the campus is in the foothills of the Great Smoky Mountains in beautiful East Tennessee. As a land-grant university, UT fulfills its access mission through a commitment to excellence in learning, scholarship, and engagement. The Enrollment Management (EM) division comprises more than 150 full-time staff who serve our students through the following departments and functions: Undergraduate Admissions, International Recruitment, Transfer Center, One Stop Student Services, Financial Aid and Scholarships, University Registrar, EM Communications, and Research & Analytics.
EEO/AA Statement /Non-Discrimination Statement
The University of Tennessee is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution in the provision of its education and employment programs and services. All qualified applicants will receive equal consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.
Inquiries and charges of violation of Title VI (race, color, national origin), Title IX (sex), Section 504 (disability), ADA (disability), ADEA (age), sexual orientation, or veteran status should be directed to the Office of Equity and Diversity (OED), 1840 Melrose Avenue, Knoxville, TN 37996-3560, telephone (865) 974-2498 (V/TTY available) or 974-2440. Requests for accommodation of a disability should be directed to the ADA Coordinator at the Office of Equity and Diversity.