CRM Administrator

Position Description:

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Why Join WCC?

• An inclusive, welcoming environment for our students, faculty & staff
• Generous Paid Time Off on top of 12 Paid Holidays
• Affordable & Comprehensive Health, Dental, Life & Vision Insurance
• 4:1 Employer Match for Retirement
• WCC Tuition paid for you AND your dependents
• Tuition reimbursement for colleges outside WCC
• Check our Total Rewards CRM Administrator will provide technical expertise to TargetX/Salesforce (CRM) users throughout the College, while also carrying out vital audits, project support and administrative duties. Responsible for requirements gathering, TargetX/Salesforce configuration, testing, training and post deployment support. Provide expert level support and technical training to all users to assist in the proper utilization of the system. Manage daily technical operations related to CRM technology support.
  
  The CRM Administrator has primary responsibility for optimizing the TargetX CRM performance, documenting the operation, support processes and procedures related to application processing, investigating and resolving technical online application errors, and communicating with internal and external stakeholders (vendors) as appropriate. This position will lead the effort to establish/refine policies, processes, and procedures related to maintenance, update, upgrade, integration, and development of the CRM recruitment and application environments.
  
  Essential Duties include:
  • This position will understand the business needs and formulate and optimize the CRM systems to best support operations across the College. This position will become an expert in day-to-day CRM operations and become a bridge between operations and systems.
  • Work with users to gather, understand, and define business requirements.
  • Responsible for reviewing, analyzing performance and occasionally modifying systems including testing and creating workflows and reports as requested.
  • Create and maintain user, technical and operational documentation for CRM users
  • Responsible for developing, implementing, and testing new CRM processes, as well as troubleshooting solutions to system problems.
  • Works with internal constituents to ensure data integrity and that systems are appropriately functioning and to meet the long and short-term enrollment goals of the College.
  • Develop dashboards for communicating application, enrollment, and retention metrics
  • Plan and develop CRM projects with key stakeholders
  • Track project performance, specifically to analyze the successful completion of short and long-term goals.
  • Establish system processes to provide better monitoring and proactive management
  • Responsible for implementing email and texting procedures utilizing CRM platform
  • Work with stakeholders to document and update procedures manual(s) to ensure quality and efficiency for all operation functions.
  • Collaborate with stakeholders and executive leadership for CRM – Salesforce platform roadmap of continuous improvement, adoption, and utilization.
  • Manage Salesforce users, profiles, roles, permission sets and other administrative responsibilities.
  • Ensure ongoing user adoption, support, training, architectural design, and custom development of activities as well as enhancements, upgrades, data conversions, release updates, data integration, and reporting for multiple areas.
  · Utilize technology, including AI-enabled tools and software where appropriate, to support the effective performance of assigned duties, enhance productivity, improve communication and information management, support decision-making, and other responsibilities, while ensuring compliance with confidentiality requirements, institutional policies, procedures, and applicable regulations.
  
  
  

Minimum Qualifications: Minimum Required Knowledge, Skills and Abilities:
• Bachelor’s degree or Associate degree and equivalent work experience in business, information systems or related field required.
• Five years of relevant and progressive admissions, registration, student services systems experience.
• Experience with CRM/ERP systems required.
• Excellent organizational skills as well as strong oral and written communication skills.
• Must be able to communicate effectively with diverse constituent groups, work successfully in cross-functional settings and function in a fast-paced environment.
• Highly motivated, results oriented individual with the ability to work independently and be a self-starter.
· Ability to use workplace technology relevant to the position, including the capacity to learn and appropriately leverage emerging AI-supported tools.· Ability to assess the accuracy and reliability of AI-generated content, maintain confidentiality, and apply sound judgment and ethical practices in the use of technology.

Preferred Qualifications: Additional Preferred Qualifications:
• Salesforce/TargetX and Ellucian Banner experience.

Posting Date: 08/12/ Closing Date: Open Until Filled Yes