Associate Director of Admissions - CRM Manager - Framingham State University

The Associate Director of Admissions - CRM Manager is responsible for supporting, monitoring, testing, and maintaining data and functionality in FSU's CRM system (Slate). The CRM Manager increases FSU's ability to engage with prospective students, families, and school officers by managing and optimizing the university's CRM system. This role supports the university's new student recruitment and enrollment goals. This position collaborates with the admissions team and other teams within the Division of Enrollment Management, as well as works with staff across the organization including all recruitment and admissions teams and other constituents to support and enhance CRM functionality, bring about new solutions and advocate for proper and effective usage of the CRM.

Essential Functions Include:

Effectively utilize Slate CRM system for the Admissions team including but not limited to applications, recruitment, and communication.

• Develop and render official admissions reports and provide ad-hoc data to admissions team, and leadership, as requested.
• Collaborate with the admissions team and college partners to access current functionality, and continuously develop and implement admissions enhancements in the CRM.
• Develop strategy and lead the execution of all departmental functions throughout the Admissions lifecycle.
• Build and maintain custom online portals for use by admissions staff, prospective students, and applicants.
• Serve as first level support for all CRM related concerns raised by staff, collecting necessary details and triaging the requests for the team.
• Provide support of daily operations of the CRM functionality in the areas of communication campaigns, event management, reports and dashboards, form development, data uploads and other routine tasks. Establish processes and protocols to ensure data quality is maintained and to streamline policies and requests for maximum efficiency and integrity.
• Assist in the development, management, and deployment of system rules, customization, portal and page layout design, tabs, and data mapping. Seek opportunities for automation or improvement of current processes resulting in efficiencies.
• Oversee and manage annual recruitment and application cycle preparation.
• Work directly with functional users gathering and defining user needs, analyzing information about business processes, identifying system solutions and/or incorporating process to meet unique user requirements.
• Support and deliver end-user training/documentation as well as assessment of use and opportunities for development and upskilling. Provide functional and technical support of end users with varying roles and levels of technical skills.
• In partnership with enrollment leadership and IT, implement new features and update existing ones, to maximize the effectiveness of the CRM. Provide recommendations for improvement, consistent with best practices, and communicate any system changes, upgrades, or clarifications to end users as needed.
• Support the processing and admissions teams and their goals by partnering with the IT department to ensure the data integration among CRM (Slate), Student Information System (Ellucian-Banner) and other tools operate effectively.
• Share admissions data with other departments and third-party vendors, where appropriate.
• Analyze application data to help optimize admissions decisions and perform quality control checks prior to admissions decision and financial aid release.
• Assist as needed with admissions recruitment events on or off-campus.
• Other duties as assigned.

Work Environment: This position can provide some flexibility for partial remote work in accordance with the University's Staff Telework Guidelines.

Expected hours of work: This is a full-time position exempt position. During peak seasons, some evening and weekend hours may be required.

Travel: Little to no travel is expected for this position.

Minimum Qualifications:

• Bachelor's Degree
• Three years of relevant experience

Skills and Experience:

• Strongly prefer 1-2 years' experience with customer relations management systems, preferably Slate by Technolutions
• 1-2 years' experience configuring, testing, documenting, and supporting a CRM
• 1-2 years' experience in higher education in particular Recruitment, Admissions and/or Enrollment Management
• Ability to find additional pertinent data sources and innovative ways to generate lead data
• Proven track record of successfully working autonomously, while enjoying the opportunity to work on team-based tasks and projects
• Familiarity with Student Information Systems such as Ellucian-Banner
• Proven experience in a higher education environment working with clients
• Strong/proven problem-solving skills across multi-disciplinary skill sets and ability to function in a start-up environment
• Strong ability to effectively prioritize competing requests, while keeping lines of communication open and clients satisfied
• 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.

This is a full-time, exempt, benefits-eligible position in the Association of Professional Administrators (APA) bargaining unit with a title of Associate Director. The salary range is $67,000 - $75,000.

Framingham State University conducts criminal history and sexual offender record checks on recommended finalists prior to final employment for all positions.

Framingham State University is an equal opportunity/affirmative action employer.

Members of underrepresented groups, minorities, women, veterans, persons with disabilities, and all persons committed to diversity and inclusive excellence are strongly encouraged to apply.

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