Customer Relations Management Specialist

New Mexico Highlands University
New Mexico, United States
Salary Not Specified
Posted Date
Mar 11, 2022

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

Position Details

Position Information

Position Customer Relations Management Specialist Full Time/Part Time Full Time Job Type Regular Position Summary
The Customer Relations Management ( CRM ) Specialist is responsible for supporting the goals and objectives of the University through management, customization, development, implementation, and training related to the Slate customer relations management system, or other systems, utilized by the Strategic Enrollment Management department. The CRM Specialist will be responsible for the functionality, customization, and improvement of the features, functions, and systems related to Slate for a diverse group of stakeholders, including NMHU staff, faculty, students, and prospective students. In partnership with NMHU IT staff, this position will also be responsible for integration with other campus systems. Duties and Responsibilities
Duties and Responsibilities
• Under the supervision of the Assistant Director, Admissions, oversee Slate use, implementation, troubleshooting, customization, and management across NMHU .
• Serve as first-level support for all CRM -related concerns raised by staff and faculty, collecting necessary details and triaging the requests, including first-level diagnostics.
• Provide expertise with data query tools, statistical analyses, and data management systems used in the undergraduate Admissions office as well as the University in general. Such tools include but are not limited to Slate, Banner, MS Excel, and other MS Office programs.
• Manage Slate configuration, including understanding needs of stakeholder base, develop requirements for configuration of Slate implementation; create forms, questions, templates, and prompts; create portals for user bases (Student portal, area reviewer portals, etc.); set up Rule Automations and understand the workflows used by Readers and Reviewers; and database management, including entity management and creation.
• Under the supervision of the Assistant Director, Admissions, provide Slate communications management, including knowledge of Slate email, text, and other communications features, email template functionality, and communication drip campaign management functionality.
• Oversee Slate data, including management of data imports to Slate, understand and manage the mapping of data in Slate, coordinate with NMHU IT and Slate to handle data transfers and management of data integrity across Slate and other NMHU systems.
• Provide Slate Query and Data Sharing expertise, including expert-level knowledge of Slate query tools, development of Slate query library, production of reports from Slate, and search of Slate data.
• Participate in high-level Admissions planning and develop project plans to prepare, execute, reflect upon and improve Slate admissions processes.
• Develop reports for enrollment management leadership, regulatory agencies, and internal and external audiences; on both a recurring and an as-needed basis.
• Develop and maintain an enrollment management systems data dictionary as well as internal user guides and instruction manuals as needed.
• Research industry best practices in data mining.
• Serve on University, campus, and departmental committees/teams as required.
• Maintain regular attendance.
• Perform other job-related duties as assigned. Minimum Job Requirements
EDUCATION : Bachelor’s degree
EXPERIENCE : Two (2) years of work experience in Higher Education, preferably in an Admissions or Recruitment setting. Some Slate training and fluency in Slate use, adaptations, and customization. Preferred Qualifications
Completion of Slate 100 and at least one 200 level training. Familiarity with Banner. Previous experience with managing Slate workflows, communications, functionality, and customization. Two (2) years of work experience in Admissions or Recruitment. Data analytics, coding, or statistical experience. Special Conditions for Eligibility
Must be willing to work weekends, evenings, and odd hours as required. Occasional travel within New Mexico is required, as is occasional out-of-state travel. Knowledge, Skills, and Abilities
• Ability to analyze and solve problems;
• Ability to communicate effectively, both orally and in writing;
• Ability to present oneself with a professional presence and demeanor;
• Ability to maintain confidential information and inquiries with discretion;
• Ability to display keen attention to detail;
• Advanced knowledge of Slate;
• Ability to display a solid working knowledge in excel, word, adobe, outlook, and other essential computer functions;
• Knowledge of office operations, office machines, and other office decorum; and,
• Ability to maintain exceptional customer service and people skills. Physical Demands
• Repetitive hand motions and prolonged use of computer;
• Must occasionally lift and/or move up to twenty (20) pounds;
• Sitting for extended periods of time; and,
• Occasional travel, including driving University vehicles. Working Environment
Work is performed in a typical interior/office work environment. Pay Rate 45,000 Work Location/Campus Center Las Vegas, NM Campus EEO Statement
New Mexico Highlands University is an affirmative action, equal opportunity employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class. We are committed to the University values of diversity, accessibility, excellence, and responsiveness.

For disabled access or services call 505-454-3242 or email

Visit the link below for more information regarding affirmative action and equal opportunity:
Equal Employment Opportunity is THE LAW

Posting Detail Information

Posting Number AS592P Open Date 03/11/2022 Close Date Open Until Filled Special Instructions to Applicant Quick Link Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. How many years of experience do you have in this type of position?
    • 0-1
    • 1-3
    • 3-5
    • 5-7
    • 7+
  2. What is your Philosophy for serving students?

    (Open Ended Question)

  3. Please describe any previous experience you have working in a customer service enviornment

    (Open Ended Question)

  4. Please describe the attributes that will make you a strong candidate for this position

    (Open Ended Question)

  5. Tell us how you maintain constant performance while under time and work load pressures.

    (Open Ended Question)

Documents Needed to Apply
Required Documents
  1. Resume
  2. Cover Letter/ Letter of Interest
  3. Unofficial Transcripts Conferring Required Degree
Optional Documents
  1. Letter(s) of Recommendation

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