Client Relations Management (CRM) Specialist

About the role

The CRM Specialist will assist in day-to-day management, design, strategy, and operational support of the CRM. This role combines technical expertise with strategic thinking to ensure our admissions, enrollment management, and campus partners use the CRM to manage relationship processes efficiently and effectively. The position ensures data accuracy and integrity within systems, including data entry, quality control, and regular data updates, as well as training staff in system use. Additionally, this role maintains a thorough understanding of the functional needs of WCTC and how campus systems can be configured to address those needs.

Responsibilities

• Identify trends, patterns, and opportunities in student recruitment, application, enrollment processes, and other uses of the CRM system.
• Recommend process improvements to increase efficiency within the client and end-user experience.
• Monitor and support the daily operations of the CRM system, including end-user support and collaborating with campus partners to maximize use of the system.
• Utilize data insights to segment prospective students based on academic interests, demographics, geographic location, and other relevant criteria to tailor personalized communication and recruitment strategies.
• Analyze system processes to identify potential bottlenecks or areas of improvement to increase efficiencies and improve end-user experience.
• Work alongside staff and departments to troubleshoot issues with workflows, reporting, and data integration, resulting in optimal solutions to advance college priorities.
• Ensure data accuracy and integrity within systems, including data entry quality control and regular data updates.
• Collaborate with end users, enrollment services leadership, associate deans, and the marketing team to align data analysis with recruitment and communication strategies.
• Provide initial and ongoing training and support for staff users of the CRM system; assist in the development of training materials and user documentation.
• Serve as a secondary administrator of the CRM system and the primary backup to the Director, CRM as it relates to the CRM.
• Participate in and contribute to assignments and special projects of a similar nature and level.
• Maintain current professional/technical knowledge through professional education and activities.

Requirements

• Experience with higher education CRM solutions, preferably Technolutions Slate.
• Strong project management skills and ability to prioritize multiple projects simultaneously.
• Experience working in a higher education setting.
• Working knowledge of Windows, Microsoft Office, and Ellucian applications, or the ability to learn and use Ellucian, specifically Banner.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.
• Excellent problem-resolution, organizational, interpersonal, and communication skills.
• Proficient with data analysis, database management, and data analysis practices.
• Detail-oriented with a commitment to data accuracy and quality.
• Ability to work independently, manage multiple projects, and meet deadlines.

Qualifications

• Bachelor's degree; preference for degrees in Data Science, Statistics, or Computer Science; or Associate degree with two years’ related experience.
• One to two years of experience in data systems (SIS, CRM, Data Warehouse, and Publicly Available Data); higher education experience preferred.
• Preferred experience working with data and providing insights rooted in data and best practices.

Benefits

• Competitive compensation
• Comprehensive Benefits Package including health, dental, vision, life, long-term disability, supplemental life, and flex spending accounts
• Generous time off and holiday schedule
• Eligibility in the Wisconsin Retirement System (ETF)
• Opportunities for professional growth and development (including tuition reimbursement and tuition waiver)
• Well-being activities to support personal and professional well-being
• Collaborative and supportive team environment

Schedule

Typical hours will be Monday through Friday, 8:00 a.m. to 5:00 p.m.