Customer Relationship Management System Administrator

The Position

Under the direction of the Director of Grants and Institutional Effectiveness and working collaboratively with outreach and enrollment leaders, the CRM System Administrator will develop and add e-communications strategies, and continuously track and evaluate the effectiveness of PC outreach activities.

This position will act as a project manager in collaboration with IT for the college-wide implementation of a CRM (TargetX Recruitment Suite). Following implementation, this position will lead ongoing partnership efforts to manage data, recruiting communications, and marketing strategies associated within the CRM; improve communication flows; train and onboard CRM users; and develop best practices. This position also will engage in strategic community outreach.

The College

Located in the northwest corner of the United States, Peninsula College is nestled in the foothills of the Olympic Mountains. The main campus in Port Angeles, Washington, overlooks the Strait of Juan de Fuca and the nearby city of Victoria, British Columbia, and has easy access to the Pacific Ocean, Olympic National Park, and Seattle. The College is honored to serve six sovereign American Indian nations in the region: Jamestown S’Klallam, Lower Elwha Klallam, Quileute, Makah, Hoh, and Port Gamble S’Klallam.

As a public comprehensive community college with baccalaureate-granting authority, Peninsula College is highly regarded by businesses, schools, and community partners for its culture of innovation, high academic standards, and strategic vision.  The College is part of the 34-college Washington State Community and Technical College System and is accredited by the Northwest Commission on Colleges and Universities.

The College serves more than 3,362 students (1238 FTE) through its main campus and Port Townsend and Forks campuses, its correctional facilities, community education, and its online course offerings.  The College community is vibrant, engaged, and known for its commitment to serving the diverse needs of the local communities across its 3,600 square mile service district.

The College culture is defined by its Guiding Principles and its shared governance model, which values respect, open and honest communication, integrity and collaboration.  The College is a leader in the Guided Pathways work in Washington State, and is deeply engaged in creating institutional change to support this vision. The College is highly regarded as a warm and welcoming place. Click here for a video about Peninsula College.

Essential Functions

• Provide leadership in the implementation and operation of TargetX and Pardot (CRM built on Salesforce) for prospect recruitment, enrollment, and communication across departments.
• Provide leadership in implementation of other Salesforce components or products built on Salesforce CRM, e.g., box office capabilities.
• Establish and maintain strong and positive partnerships with college outreach, admissions, enrollment, and registration teams to ensure CRM and college outreach efforts are effective and collaborative.
• Work closely with Information Technology to establish and maintain ongoing partnership in the development of a CRM and maintenance of CRM data reporting tools and presentations for PC leaders.
• Develop and provide training for new CRM users; set profiles and security levels, and create self-training tools and resources for users.
• Ensure constituent groups (e.g. Foundation, Athletics, Community Ed) are using CRM best practices.
• Work with numerous departments to develop processes, forms, communication campaigns and templates, event tracking, and automations to improve workflow.
• Plan data tracking and use; develop reports that track success of marketing campaigns, recruitment communications and events, and paid events (e.g., Athletics, Foundation, concerts, etc.).
• Work with deans and program managers to develop and maintain automated communication with prospects who have expressed interest in specific programs.
• Improve enrollment funnel conversions by working with various student services departments to build complex CRM drip campaigns and communications plans that prevent too much to too little contact with prospects, and direct prospects to the right resources.
• Work with deans to develop secondary applications for programs requiring more information and documentation than state application collects.
• Write, develop, and execute targeted electronic, print, and text communications to a variety of different audiences.
• Leverage consumer psychology and targeted marketing to create persuasive communications to ultimately increase enrollment.
• Work closely with Marketing Department and Student Services to develop and periodically update print and video materials and collateral to consistently promote PC.
• Work within the website content management system to keep enrollment and outreach content up to date.
• Develop and implement mass messaging and communication plans for print and web (including Facebook, Twitter, newsletters, and CRM) to promote enrollment.
• In coordination with college outreach teams, assist in planning and participate in large scale events and recruitment opportunities as well as community, business, and regional events and fairs.
• In collaboration with the college outreach directors and special program personnel, develop and assist with targeted outreach initiatives aligned with the college’s enrollment strategies and plans. Provide innovative ideas and solutions.
• Develop, implement, and manage the PC initial inquiry response process to ensure prospective student leads are accurately collected and responded to promptly, appropriately and accurately from the appropriate college, division, or department.
• Support and advance the PC strategic plan, and perform other duties as assigned.

Duties of the position require knowledge, skills, and abilities

• Knowledge of community college and four-year university admissions, registration, and financial aid processes.
• Knowledge of barriers faced by diverse, low-income, disadvantaged, and/or returning adult student populations.
• Ability to work independently and as a team member.
• Effective organizational and problem-solving abilities.
• Ability to work in an unstructured environment, establishing policies, and protocol.

Duties of the position require previous experience

• Experience with project management.
• Experience with implementation, training, and documentation.
• Experience developing and implementing new media and social media communications strategies.
• Experience in public speaking, teaching, classroom management, or career guidance.
• Experience in marketing communications and promotion.
• Experience in graphic design, photo editing, and visual communications.

Preferred Qualifications

• Experience using PeopleSoft software tools.
• Experience with Salesforce administration is desired, but not required.

Physical Requirements

• Work is performed in a normal, temperature-controlled office environment and may require standing and/or sitting for extended periods of time.
• Frequent use of computer and exposure to terminal screens, requiring visual focus.
• Frequent repetitive hand/wrist motions and finger manipulation.
• Frequent oral and auditory communication with others.

Required work schedule and work environment

• Monday - Friday typical, 40-hour week but may require a flexible schedule.
• At times, work may be done remotely.
• Work in a semi-open office setting with frequent interruptions and background noise.
• Work directly with staff, students, and community partners.
• Work involves constant interruptions and distractions.
• Work requires the ability to answer on demand questions by phone, in person, or electronically.

Employment Terms

• Annual full time, exempt position.
• Starting salary: $58,000 - $62,000
• Excellent benefits package including medical, dental, life, and long-term disability insurance; paid vacation and sick leave; retirement plan options; optional credit union and tax-deferred annuity programs. Peninsula College contributes $936.00 per month towards the cost of the Washington State employee insurance programs. The college also supports professional development.
• Peninsula College is a qualified employer for the Public Service Loan Forgiveness program. If you work for the College full time, have had Direct Loans and are on an eligible repayment plan, you are eligible to apply.
• Full-time employees are eligible to apply and participate in the Peninsula College Employee Tuition Program.
• In compliance with the Immigration and Naturalization Act, proof of authorization to work in the United States will be required at the time of hire.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Per Governor Inslee’s Proclamation 21-14 (Download PDF reader), state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified. Please reach out to the HR Office at pchr@pencol.edu if you need information on a medical or religious accommodation.

Application Procedure

A complete application file will include:

• a college employment application,
• a letter of application addressing specific qualifications of this position,
• a current resume,
• three current professional references qualified to assess your experience and ability to perform the duties specified. Please include references’ email addresses and telephone numbers.

Application materials may be uploaded electronically, by mail, or email to:

Human Resources

Peninsula College

1502 E. Lauridsen Blvd.

Port Angeles, WA 98362

Phone: (360) 417-6298

Email: pchr@pencol.edu

Applications submitted electronically will be accepted without signatures.

Peninsula College does not discriminate on the basis of race, creed, color, religion, national origin, families with children, sex, marital status, sexual orientation, including gender identity, age, honorably discharged veteran or military status, genetic information, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability in its programs and activities. Coordination of compliance is the responsibility of the Human Resources Officer, PC HR Office, (360) 417-6212

Peninsula College is an equal opportunity employer.