Position: CRM System Manager Department: Office of Admissions & Recruitment
Status: Full time; Exempt
In keeping with the President’s commitment to Tuskegee University demonstrating "Excellence in Every Way", the ideal CRM System Manager will possess the willingness to use his or her expertise to assist in the university’s efforts to be a sustainable academic organization committed to excellence.
Essential Duties and Job Responsibilities
The Customer Relationship Management (CRM) System Manager is responsible for successfully managing, advancing and delivering technology solutions and services around the CRM platform, Ellucian Recruit, to meet the business objectives of the Office of Admissions & Recruitment.
Provide expert analysis, design, development, acquisition, installation, maintenance, programming, testing, quality assurance, troubleshooting, problem resolution tasks, mission-critical applications, computing, and database management for the Office of Admissions & Recruitment
Manage, implement and support Ellucian Recruit Customer Relationship Management (CRM) development projects from initiation through deployment and implementation
Assist in the development of and maintain a robust communication plan for prospective students
Train admissions staff on the CRM system’s use and capabilities
Develop, implement, and maintain the test and production environment of the CRM using a mix of personalization and multi-channel communications options, including email, customized student portals, etc.
Design and maintain appropriate dashboards and reports that provide clear, accessible statistics to the team.
Partner with the Information Technology Department to ensure the data integration between Recruit and Colleague operates smoothly
Collaborate with Ellucian support services to resolve any issues arising from the CRM, and utilize their services, if needed, to ensure issues are addressed in a timely manner
Maintain the online application, ensuring proper functionality and make changes when necessary
Manage and maintain all inquiry and application data imports (Common App, Common Black College Application, College Board, ACT, etc.
Develop user, support and technical documentation for both technical and non-technical audience
Perform other duties as may be assigned
Bachelor’s Degree in Education, Business, Computer Information Systems or related field
Master’s degree or higher in Higher Education or related field preferred
Minimum of three years using data to improve data tracking and analysis and assessing processes and systems to promote growth of customer base, preferably in a college setting
Strong writing, communication and computer skills
Proven record of working collaboratively with staff and internal and external customers
Experience working independently on complex and moderate scale projectsExperience managing implementation of Customer Relationship Management (CRM)
Understand workflows and process documentation of how roles are performed
Understand complex applications from an users perspective
Demonstrated skills in documenting technical processes, writing technical materials in a way that non-technical people can understand
Commensurate with education, training and experience
Additional Position Information:
This position require weekend and after work hours’ job responsibilities?
**The statements contained in this job announcement reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. **
APPLICATIONS will be accepted in the Office of Human Resources. Each applicant, including all current/existing employees, must complete and submit a Tuskegee University employment application, resume/CV, a list of (3) to (5) references (with detailed contact information) and copies of unofficial transcripts (official transcript(s) will be required upon hire). Applicants must meet the minimum qualifications and submit a completed application packet in order to be considered for the position. The University reserves the right not to fill the position in the event of budgetary or operational constraints.