Job Details

Customer Relationship Management Specialist
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Position Number: 1725319
Location: San Antonio, TX
Position Type: Admissions/Enrollment

Customer Relationship Management Specialist

UIW Mission
University of the Incarnate Word is a Catholic institution that welcomes to its community persons of diverse backgrounds, in the belief that their respectful interaction advances the discovery of truth, mutual understanding, self-realization, and the common good.

Position Summary
University of the Incarnate Word Office of Enrollment Services is seeking applicants for a Customer Relationship Management (CRM) Specialist. The CRM Specialist maintains the integrity, configuration, integration, and support of the customer relationship management (CRM) software and related systems through technical and enrollment management best practices. The CRM Specialist 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 Specialist 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 ways to fully utilize CRM software critical to enrollment/admissions operations.

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

Job Duties

Job Duties

Job Duty Name
CRM administrator

Description of Job Duties
-Function as CRM super user/administrator to set up the system for enrollment goals, create users, set permissions and document process change and new development;
-Primary point of contact with University admissions and IT teams on features, options and maintenance/upgrades that may impact enrollment practices or the other systems;
-Maintain current knowledge base of CRM functionality with vendors and stay up to date on future releases to present options for improvement Job Duties

Job Duty Name
System customization and maintenance

Description of Job Duties
-Collaboratively work with other departments to create and edit codes, fields, forms, and views within the CRM to support effective and efficient staff and student usage;
-Utilize HTML, CSS, graphics to provide the prospective student with a positive user experience;
-Monitor daily CRM processes including scheduled workflows, communication plans, automated imports, reports and alerts for errors, troubleshoot as necessary;
-Create and distribute reports on data to stakeholders and coordinate with other University data reporting systems Job Duties

Job Duty Name
Collaboration and Integration

Description of Job Duties
-Triage user questions and issues, providing the first line of communication to address and resolve concerns;
-Communicate the status of issues and collaborate with the Information Technology team, vendors and the admissions teams for resolution, as appropriate;
-Work with third-party vendors for imports and hosting/maintenance schedules including new systems and processes Job Duties

Job Duty Name
Training and Support

Description of Job Duties
-Develop end-user training materials and lead end-user training sessions including assisting end-users with technical usage of the systems such as the development and use of Advanced Finds Job Duties

Job Duty Name
Special Projects

Description of Job Duties
-Other projects as assigned to support the data needs of the Enrollment Services team utilizing CRM data or related import data from enrollment vendors;
-Perform other duties as 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 process 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
-Bachelors degree;
-May substitute education with 3+ years of experience working with a CRM.

Required Work Experience
-One to three (1-3) years of professional experience with CRM systems;
- One plus (1+) years working in higher education preferably in a college enrollment/admissions office;
-Proven experience with MS Dynamics or similar recruitment CRMs;
-Experience with Ellucian Banner SIS or similar systems

Preferred Qualifications
-Bachelors degree in information systems, computer science, business administration, management information systems, marketing, statistics, social sciences;
-Experience with Ellucian Recruit or other university enrollment CRM systems;
-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

Required Certifications, Licenses or Registrations

Work Hours
40-hour work week typically 8 a.m. 5 p.m. with occasional evenings and weekends to meet system needs

Physical Demands
-Ability to work at a desk for extended periods of time on a computer or laptop

Posting Number: AS890PO
Job Type: Full Time
Job Category: Administrator (exempt)
Desired Start Date: 12/16/2019
Position End Date (if temporary):
Reports To: Director of Digital Strategy and Marketing
Salary:
Open Date: 11/26/2019
Close Date:
Open Until Filled: Yes

Special Instructions to Applicant

To apply, visit https://jobs.uiw.edu/postings/13991

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).