CRM Administrator
Position Type: Full-time / Fiscal Year; Grant-Funded
Department/Area: Enrollment Management / Title V Grant
Salary: $50,900 per year
Union Status: Paraprofessional P-9IT
Reports To: Title V Activities Director
Working hours for this position consist of a 7.5 hour period exclusive of a 1/2 or 1 hour lunch. Specific hours will be assigned at the onset of employment. Note: This position requires evening hours on occasion to perform system updates, etc. with the employee having the option of working this time in addition to or in lieu of regular hours. This is an on-campus position that supports both remote and in-person services.
Summary:
The goal of Reading Area Community College’s Title V Nuestro Próximo Paso is to catalytically transform the institution by Reframing Enrollment and Advising through the implementation of coaching, proactive advising, and early interventions while simultaneously Reframing Curriculum and Instruction through the implementation of guided pathways, improved gateway course instruction, and development of a Learning Commons.
As a key member of the Title V taskforce team, the CRM Administrator implements, administers, maintains and troubleshoots the college’s CRM and Early Alert software and/or other software as assigned. This position will be responsible for the overall configuration and functionality of the college’s CRM (Target X/Salesforce) and will use technical knowledge to provide strategic solutions through software configuration and provides support to users. Other system responsibilities include consulting with end users to analyze and understand user needs, objectives and desired features, building communication tracks and early alert referrals and providing extensive training to administration, staff and faculty.
Essential Duties and Responsibilities:
- The CRM Administrator supports the College's academic retention/persistence efforts by providing guidance and leadership centered on the implementation and expansion of the Early Alert system and the coordination of instructional and student support services. This position will manage the CRM/Early Alert software from point-to-point including systems administration, configuration, customizations, end user training and upgrades.
- Set up, manage and track CRM communications including the development of communication plans, workflows, emails, landing pages, blogs and other components within the communications cloud-based technology.
- Build, monitor and implement communication strategies by creating engaging content to inform, encourage and support student success and retention.
- Manage student cases submitted as Early Alerts, including assessing and re-assigning cases to the appropriate office/party to ensure each student issue receives the appropriate response. Act as a gatekeeper and guide each student issue to the appropriate contact.
- Partner with campus units to increase the visibility of and participation in TargetX by students, faculty, and staff.
- Work with supervisor to effectively measure progress toward goals and objectives, report and assess data, and utilize results for continuous improvement of retention initiatives.
- Monitor system performance and complete CRM system audits to assure the quality of data collected, performing duplications and consolidating data as needed.
- Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with Informational Technology staff.
- Develop training manuals, and user guides and provide on-going, systematized professional development training for administration, faculty, and staff on CRM updates and essential functions of the software.
- Act as liaison between the CRM/Early Alert software company (Target X), data integration company (Axiom), and the college for all technical support, ensuring customer service standards of excellence.
- Act as trouble shooter and point-person for faculty, staff, and other front-end users when they have questions or need to learn how to use additional functionalities of the TargetX system.
- Attend any CRM/Early software conferences or trainings provided by the vendor in order to bring about institutional updates.
- Attend staff meetings and trainings as required.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Required:
- Bachelor’s degree from an accredited four-year college or university.
- Experience managing a CRM or student information system, creating automated workflows, and developing communications.
- Demonstrated proficiency working with databases, spreadsheets and reporting data.
- Excellent writing and communication skills.
Preferred:
- Bachelor’s degree from an accredited four-year college or university in Computer Science, Information Technology, Business, marketing or related field.
- Experience with student services or academic administration in a Higher Education environment; Community College experience strongly preferred.
- Experience with utilizing web-based technology to coordinate mass emails, text messaging and creating on line forms.
- Demonstrated oral and written Spanish language fluency.
- Experience working with a Student Information System, Ellucian Colleague preferred.
- Experience with Early Alert Software.
- Knowledge or experience with Salesforce, Target X a strong plus
- Experience implementing new technology and training front end users.
Other Skills and Abilities:
- Proven track record of successfully working autonomously as well as team-based tasks and projects
- Strong proven problem-solving skills across multi-disciplinary skill sets and the ability to function in a start-up environment
- Strong ability to effectively prioritize competing requests while keeping lines of communication open and clients satisfied
- Must possess a high level of the following work skills and behaviors: teamwork/cooperation, initiative, customer service, and commitment to continuous professional growth in skills and knowledge.
- Excellent interpersonal skills and ability to work well with people
- Excellent written communication skills especially in the areas of report writing and business correspondence
- Experience building dashboards and writing conditional logic.
Computer Skills:
To perform this job successfully, an individual should be proficient in the use of Microsoft Office (especially Word, Excel, and PowerPoint) and Internet skills. Knowledge of Ellucian Colleague or other administrative software a plus. Some programming knowledge strongly preferred.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, to sit and to reach with hands and arms. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Application Instructions: Interested applicants should submit a cover letter, resume, and list of at least three (3) professional references immediately to and indicate EM-CRMA in the subject line of the email.
For a complete job description, please visit https://apptrkr.com/3309455
If you have any questions /concerning this position or to review the complete job description, please contact the Human Resources Office at .
RACC is an Equal Opportunity Employer: minority/female/disability/veteran
Benefits:
Work from home not available