Director, Enrollment CRM Systems

UT San Antonio is a nationally recognized, top-tier public research university and a Carnegie R1-designated institution. As the third-largest research university in Texas, UT San Antonio advances knowledge, social mobility, and public health across South Texas and beyond. The university serves approximately 42,000 students across 320 academic programs in science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, and education. With 17,000 faculty and staff, UT San Antonio has been recognized as a Top Employer in Texas by Forbes Magazine.

About the Role

The Director provides strategic leadership, governance, and operational oversight for the university's student engagement CRM ecosystem, including Salesforce Service Cloud, Marketing Cloud, and related technologies. This position maximizes the value of CRM investments to support recruitment, admissions, enrollment, and student engagement goals. The Director serves as the product owner and institutional subject matter expert for CRM and related enrollment technologies, leading platform strategy, supervising the CRM team, driving user adoption, managing vendor relationships, and partnering with enrollment and IT stakeholders to deliver scalable and effective solutions.

Responsibilities

• Leads and supervises the CRM (Salesforce) team, ensuring effective lifecycle management of the CRM ecosystem, including platform strategy, system administration, release planning, user adoption, support, reporting, and integration with related enrollment products.
• Develops a high-performing CRM team by establishing clear priorities, improving operational processes, removing barriers, and coaching/developing staff to support successful execution of goals.
• Builds trust and credibility by demonstrating sufficient technical fluency to engage credibly in platform strategy, technical problem-solving, and operational decision-making.
• Fosters an environment where technical expertise is valued and serves as an effective bridge between technical staff and enrollment stakeholders.
• Creates and facilitates a CRM center of excellence across Strategic Enrollment teams, providing expertise, governance, strategic guidance, and best practices on the effective use of Salesforce and related student engagement technologies.
• Supports the translation of enrollment goals into product enhancements, business requirements, automation opportunities, and process improvements.
• Creates greater consistency in how teams use and adopt CRM features (service/case management, campaign tracking, reporting, etc.).
• Develops and maintains the strategic roadmap for the university's CRM ecosystem, ensuring platform capabilities support enrollment priorities and institutional goals.
• Identifies opportunities for process improvement, automation, personalization, and enhanced student engagement through technology while aligning operational activities with broader enrollment strategies.
• Supports new divisional technology projects that align with business strategy, institutional priorities, and best practices, ensuring successful implementation, adoption, and long-term operational effectiveness.
• Facilitates strong cross-functional collaboration, aligning stakeholders around shared goals and outcomes.
• Functions as a strategic liaison with the IT organization and external vendors to establish priorities, ensure successful delivery of outcomes, and maintain strong coordination across all stakeholders.
• Maintains sufficient knowledge of CRM operations, business processes, and system capabilities to provide direct support during critical initiatives, peak operational periods, escalated issues, or other business needs.
• Analyzes business processes, technical documentation, and system capabilities to align enrollment needs with CRM solutions.
• Serves as a bridge between enrollment teams and IT teams, translating business needs into actionable technical requirements and ensuring technology solutions are delivered effectively and on schedule.
• Ensures compliance with institutional and industry security standards by maintaining robust data security and privacy protocols, overseeing system documentation, and managing user knowledge bases to support secure and efficient enrollment operations.
• Performs other duties as assigned.

Requirements

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience.
• Ability to maintain the security and integrity of UT San Antonio and its infrastructure.

Qualifications

• Master's degree from an accredited institution.
• Eight (8) years of progressively responsible experience in technology and/or systems, including four (4) years of supervisory experience.
• Demonstrated experience with student information ERP systems (preferred: Ellucian BANNER, including configuration and programming for STUDENT and FINANCIAL AID).
• Demonstrated experience with CRM systems (preferred: Salesforce, including administration and configuration).

Skills

• Independent decision-making and problem-solving.
• Verbal and written communication.
• Microsoft Office Suite.
• Strategic planning and project management.
• Collaboration and leadership.
• Time management.
• Technical expertise in CRM administration, configuration, optimization, and integration (preferred: Salesforce).
• Data integration and API management.
• Data analysis and process optimization.
• Familiarity with SQL/reporting languages and basic programming concepts (preferred).
• Familiarity with marketing automation platforms such as Salesforce Marketing Cloud (preferred).
• Knowledge of creating process maps, journey maps, and requirement gathering.
• Understanding of higher education processes related to recruiting, enrolling, and graduating students (preferred).
• Ability to lead and earn the trust of highly technical staff, engage credibly in technical discussions.
• Technology project management (timelines, deliverables).
• Team leadership and staff development.
• Vendor management and contract negotiation.
• Change management and technology adoption across departments.
• Strategic thinking to align technology decisions with institutional priorities.
• Ability to translate technical concepts for non-technical stakeholders.
• Ability to engage in substantive technical dialogue with CRM administrators and developers.
• Skilled in presenting and influencing decisions across divisions.
• Strong collaboration with multiple stakeholders.
• Continuous improvement mindset to enhance system capabilities and user experience.

Pay

Up to $115,000, commensurate with education, experience, and qualifications.

Schedule

• Full-time.
• Office environment with ability to travel to and from meetings, training sessions, or other business-related events.
• Varying schedule, including extended hours, weekends, and evenings.
• This position will work both on campus and remotely in Texas.

Working Conditions

• Sedentary work; sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally.
• Exerts up to 10 lbs. of force occasionally.
• Travel and parking expenses are the employee’s responsibility.
• This position is contingent upon a successful background check.
• Verification of a valid driver’s license and Motor Vehicle Record (MVR) may be completed as applicable.