Customer Relationship Management (CRM) Administrator

Florida Memorial University
Florida, United States
Salary Not Specified
Posted date
Sep 21, 2021

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Position Type
Faculty Positions, Business & Management, Management, Other Business & Management, Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other, Student Affairs, Admissions, Enrollment, Retention & Registrar
Employment Type
Full Time

A successful candidate will play an active role in FMU's existing academic and operational success. The Customer Relationship Management (CRM) Administrator shall have the primary responsibilities to design, develop, and manage Florida Memorial University’s Customer Relationship Management (CRM) development project including initiation, implementation, deployment, and maintenance. The CRM Administrator will provide strategic guidance including strategies that will drive maximum ROI and share any new and emerging CRM best practices across the University. This customer-centric role is responsible to deliver service excellence support to meet the needs of our University community. Demonstrates the professionalism needed to handle sensitive and confidential matters.

Essential Functions:
A successful candidate will work collaboratively with all departments to support the adoption and effective use of the CRM platform. Responsible to maintain an accurate CRM architecture and metadata that reflects FMU's student recruitment funnel.
  • Research and development to understand and anticipate market demand, planning, and developing the CRM product to meet recruitment needs and remain competitive in the marketplace.
  • Daily administration and support of the Slate platform including but not limited to managing user setup, profiles, and roles, customization of objects, fields, record types, page layouts, etc.
  • Extensive knowledge of Slate CRM System, and how to onboard the system for recruitment and admission, as well as other enrollment management offices.
  • Working knowledge of data management systems such as PeopleSoft, and how to utilize both to transition student information from SLATE to complete student profiles.
  • Working knowledge of data management systems (Jenzabar and PowerFAIDS) and the ability to transition student information from outside sources (Common App, Niche) to complete prospect/inquiry/applicant/admit profiles.
  • Develop technical skills, in particular Liquid Markup and SQL, which are fundamental to fully utilize Slate functionality.
  • Processing of name purchase buys into Slate (formatting, cleanup, testing, resolving skip problems, maintaining list integrity)
  • Ability to administer security roles, build workflows, write rules, build reports and dashboards
  • Ability to create, process, and maintain various Slate forms utilized in Marketing and Communications
  • Ability to develop and deploy Slate drip campaigns, auto-deployment communications, step-logic communications, and other communication campaigns as needed to targeted audiences
  • Create, manage and refine custom reports and dashboards.
  • Proficient with developing, deploying, customizing, and integrating CRM software
  • Experience developing HTML content
  • Ability to analyze business processes, procedures, and functions and make recommendations for improvement
  • Developed aptitude for technology, successful experience working in an environment that requires attention to detail, strong organizational skills, and ability to multitask and work in an environment that requires significant data entry over an extended period of time.
  • Create and maintain documentation on processes, policies, application configuration as the Slate platform is developed.
  • Establish processes and protocols to ensure data quality is maintained and to streamline policies and requests for maximum efficiency
  • Create and maintain documentation on processes, policies, application configuration as the Slate platform is built out.
  • Attend and participate in various events for Admissions, Financial Aid, Orientation throughout the year for greater context and understanding of the enrollment management functions.
  • Stay ahead of best practices and state of the art Slate development as an active member of the Slate community
  • Recruitment tasks include communication with prospective students through digital and phone outreach; involve the planning of prospective student recruitment activities, extensive outreach, and travel.
  • Reporting: data management of prospective information to ensure admissions recruitment is continuous and accurate.
  • Displays behavior consistent with professional ethics and FMU policies and procedures (faculty and staff handbook).
  • Moderate physical activity. Requires handling of average-weight objects up to fifty (50) pounds or standing and/or walking for more than four (4) hours per day.
  • The omission of specific duties does not preclude the supervisor from assigning duties that logically relate to the position.
Required Knowledge, Skills, and Abilities:
  • Ability to handle information of sensitive and confidential nature in the utmost professional manner. Demonstrate a high level of professionalism, initiative, resourcefulness, and personal accountability.
  • Effective analytical and decision-making skills. Excellent communication (oral and written), organizational, and time management skills. Effective interpersonal skills and ability to work with diverse constituents.
  • Attention to detail and adaptability to a changing environment is extremely important as well as dependability.
  • Moderate physical activity. Requires handling objects of average weight up to fifty (50) pounds or standing and/or walking for more than four (4) hours per day.
  • Note: In compliance with the American Disabilities Act (ADA), those functions of the job which are identified as essential are required to be performed with or without reasonable accommodations. Requests to facilitate the performance of essential functions will be given careful consideration.
  • Bachelor’s Degree in Information Technology, Marketing, or related discipline with three (3) plus years of experience in the field.
  • Enrollment Management, Admissions, and prior management experience are preferred.
  • Preferred systems: PowerFAIDS, PowerCampus, and Jenzabar. Experience with Slate and integration of third-party platforms.
  • Knowledge of FERPA requirements for the security of applicant and student information.
  • Demonstrated ability to work collaboratively in a team-based environment;
  • Excellent communication, presentation, business development, organization skills;
  • Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and Razor’s Edge fundraising software.
  • Flexibility to work outside of normal business hours.
  • Pre-Employment screening is required: criminal background check and drug testing.

Qualified applicants are asked to upload a cover letter of interest, resume/curriculum vitae, and/or certifications, if applicable.

Supplemental Information

We offer a competitive salary commensurate to experience. In addition to the completed application, candidates must submit a list of three professional references (at least one from a previous employer) that includes names and contact information. Review of application materials will begin ASAP and will continue until the position is filled. No phone calls, please.

Florida Memorial University is an Equal Employment Opportunity Employer.

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