Application Instructions
Send a cover letter, resume, and three (3) professional references from previous supervisors, and one (1) professional reference from a colleague, to resumes@racc.edu
Please indicate the job code EM-DEDCRM in the subject line of your email.
After sending in your documents, please fill out the online Job Applicant Identifier form. RACC is an equal opportunity employer. In compliance with government regulations we are required to record numbers of job applicants by sex and ethnic category. We ask that you indicate your race or national origin and sex, but you are not required to provide this information. This information will not be kept with your application and will be used only in accordance with state and federal regulations.
Background Check
If you are chosen for this position, a background check will be required. Full details regarding the background check are available here.
Job Details
Title: | Director of Enrollment Data / CRM Administrator |
Announce date: |
|
Apply by date: |
10/5/2022
|
Application status: |
Closed
|
Position type: | Full-time |
Salary: |
$60,000 - $75,000 per year
|
Working Hours:
Working hours for this position consist of a 7.5 hour period exclusive of a 1/2 or 1 hour lunch. Specific hours will be assigned at the onset of employment. Note: This position requires evening hours on occasion to perform system updates, etc. There may be opportunities for remote work up to two days per week.
Summary:
The goal of Reading Area Community College’s Title V Nuestro Próximo Paso is to catalytically transform the institution by Reframing Enrollment and Advising through the implementation of coaching, proactive advising, and early interventions while simultaneously Reframing Curriculum and Instruction through the implementation of guided pathways, improved gateway course instruction, and development of a Learning Commons.
As a key member of the Title V team, the Director of Enrollment Data/CRM Administrator is responsible for the development and daily management of the College’s Enrollment Management system, Target X – Salesforce. This position will be responsible for the overall configuration and functionality of the College’s CRM and will use technical knowledge to provide strategic solutions through software configuration and provide support to users. As a member of the Enrollment Management team, the Director will enthusiastically support College enrollment and retention goals by gathering and analyzing data to support informed decision-making and will collaborate across the college to achieve the team’s goal of continual improvement and impact. Other system responsibilities include consulting with end users to analyze and understand user needs, objectives and desired features, building communication tracks and early alert referrals and providing extensive training to administration, staff and faculty.
Critical Success Factors:
- Implement the Retention Module of Target X including Advisor dashboards, Early Alerts, Faculty referrals and student success scorecards.
- Build, monitor and implement communication strategies.
- Work collaboratively with campus units and academic divisions to improve processes and maximize utilization of the CRM.
- Monitor system performance and complete CRM system audits.
- Act as trouble shooter and point-person for faculty, staff, and other front-end users.
- Develop training manuals, and user guides and design and deliver on-going, training for administration, faculty, and staff.
Essential Duties and Responsibilities:
- The CRM Administrator supports the College's enrolment and retention efforts by providing ownership and leadership of the implementation, utilization and expansion of the College’s CRM – Recruitment and Retention Suite modules. This position will manage the CRM from beginning-to-end, including systems administration, configuration, customizations, end user training and upgrades.
- Set up, manage and track CRM communications including the development of communication plans, workflows, emails, landing pages, blogs and other components within the communications cloud-based technology.
- Map existing business processes into the Retention Suite of tools as listed above, ensuring that each tool is built to support the student’s journey from enrolled to graduation. Map existing data architecture from Ellucian Colleague and other data sources for full Target X implementation of both Recruitment and Retention Suite modules.
- Develop Student Retention scoring tools and formulas to identify high-priority student interventions and develop targeted communications.
- Build queries, dashboards, and reports in the Target X and other reporting software to monitor progress towards retention and other strategic goals.
- Build, monitor and implement communication strategies by creating engaging content to inform, encourage and support student success and retention.
- Manage student cases submitted as Early Alerts, including assessing and re-assigning cases to the appropriate office/party to ensure each student issue receives the appropriate response. Act as a gatekeeper and guide each student issue to the appropriate contact.
- Work collaboratively with campus units and academic divisions to identify needs, employ best practices in a CRM environment and seek ways to improve processes and maximize utilization.
- Work with supervisor to effectively measure progress toward goals and objectives, report and assess data, and utilize results for continuous improvement of recruitment and retention initiatives.
- Monitor system performance and complete CRM system audits to assure the quality of data collected, performing duplications and consolidating data as needed.
- Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with Informational Technology staff.
- Develop training manuals, and user guides and design and deliver on-going, training for administration, faculty, and staff on CRM updates and essential functions of the software.
- Act as liaison between the CRM/Early Alert software company (Target X), data integration company (Axiom), Ellucian (Colleague) and the College for all technical support, ensuring customer service standards of excellence.
- Act as trouble shooter and point-person for faculty, staff, and other front-end users when they have questions or need to learn how to use additional functionalities of the TargetX system.
- Attend any CRM/Early software conferences or trainings provided by the vendor in order to bring about institutional updates.
- Attend staff meetings and trainings as required.
Supervisory Responsibilities:
Directly supervises assigned staff. Carries out supervisory responsibilities in accordance with the organization’s policies, bargaining unit contracts and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning assigning, and directing work; appraising performance; motivating and disciplining employees; addressing complaints and resolving problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Required:
- Bachelor’s degree from an accredited four-year college or university.
- At least 2 years’ experience managing a CRM or student information system, creating automated workflows, and developing communications.
- Demonstrated proficiency working with SQL databases, spreadsheets and reporting data and using conditional logic to build flows.
Preferred:
- Bachelor’s degree from an accredited four-year college or university in Computer Science, Information Technology, Business or related field.
- Project management experience with demonstrated ability to prioritize and manage multiple projects effectively.
- Experience working in a Higher Education environment; Community College experience strongly preferred.
- Experience with utilizing web-based technology to coordinate mass emails, text messaging and creating on line forms.
- Excellent writing and oral communication skills and strong customer service orientation.
- Experience working with a Student Information System, Ellucian Colleague preferred.
- Some programming knowledge (e.g. SQL) strongly preferred.
- Knowledge or experience with Salesforce, Target X a strong plus.
- Experience implementing new technology and training front end users.
Other Skills and Abilities:
- Proven track record of successfully working autonomously as well as team-based tasks and projects.
- Strong proven problem-solving skills across multi-disciplinary skill sets and the ability to function in a start-up environment.
- Strong ability to effectively prioritize competing requests while keeping lines of communication open and clients satisfied.
- Must 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.
- Excellent interpersonal skills and ability to work well with people.
- Excellent written communication skills especially in the areas of report writing and business correspondence.
- Experience building dashboards and writing conditional logic.
Computer Skills:
To perform this job successfully, an individual should be proficient in the use of Microsoft Office (especially Word, Excel, and PowerPoint) and Internet skills. Knowledge of Ellucian Colleague or other administrative software a plus. Some programming knowledge (e.g. SQL) strongly preferred. Proficiency in Excel for analysis and reporting (e.g., building and utilizing formulas, pivot table, macros, and external data sources/queries).
Communication Skills:
Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning Ability:
Technical background with history of understanding complex systems. Ability to solve practical problems and deal with a variety of concrete variables in situations.
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, to sit and to reach with hands and arms. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.