CRM Support Specialist - LTE

Description

The CRM Support Specialist will be an integral part of the Student Services Division at Waukesha County Technical College (WCTC), working to align technology solutions with divisional priorities.

This role will collaborate with cross-functional teams to gather Customer Relations Management (CRM) requirements and translate them into effective system solutions.

The Specialist will manage projects, including migrations, upgrades, new feature implementations, and developing new instances within the CRM.

The position will also involve creating communication campaigns, academic alerts, and reports that will guide strategic decision-making and positively impact the retention and graduation of WCTC students

Characteristic Duties and Responsibilities (include, but not limited to)

• Manage the daily functions in the College's student success technology solution, monitor system performance, and complete CRM audits to ensure data quality.
• Collaborate on configuring, maintaining, and continuously improving the CRM system to align with the college's goals and objectives.
• Collaborate with cross-functional teams to gather CRM requirements and translate them into effective system solutions
• Collaborate with departments to create student retention and engagement campaigns for departments designed to email, text, call, and meet with students.
• Collaborate with academic divisions to identify needs, employ best practices in a CRM environment, and seek ways to improve processes and maximize utilization
• Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with IT.
• Run standard and custom reports and dashboards, including but not limited to a compilation of key performance indicators within the system and the departments utilizing CRM to inform data-driven decision making.
• Provide technical support and training to end-users, ensuring they can effectively utilize CRM features and functionalities.
• Manage basic user accounts and permissions, ensuring data integrity and privacy
• Monitor project timelines, allocate resources, and ensure timely delivery of services.
• Work with staff to effectively measure progress toward goals and objectives, report and assess data, and utilize results to improve retention initiatives continuously.
• Participate in and contribute to assignments and special projects of a similar nature and level.

Minimum Qualifications

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

• Profound understanding of ERP & CRM systems (Banner and Slate) and Microsoft applications.
• Broad knowledge and understanding of higher education, student success, and retention best practices.
• Familiarity with emerging technologies and CRM industry trends
• Project management skills : the ability to successfully manage multiple projects at one time while maintaining high-quality standards.
• Collaborative mindset and creative approach to systems
• Effective interpersonal communication skills - oral, written in writing, technical and non-technical information, and listening.
• Strong customer service skills, working with individuals from diverse backgrounds.
• Ability to establish and maintain positive working relationships with internal (staff, management, personnel) and external contacts (vendors).
• Ability to work independently, as part of a team and / or with minimal supervision.
• Ability to manage time and organize work.
• Ability to work on several projects simultaneously.
• Ability to attend closely to detailed work, completing, and maintaining a high level of accuracy.
• Intermediate level of proficiency with computer software applications such as word processing, spreadsheets, databases, presentations and / or publishing.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS :

• Associate or bachelor's degree in a related field.
• At least 2 years' experience managing a CRM or student information system and creating automated workflows.
• Experience in Enterprise Resource Planning (ERP), Customer Relationship Manager (CRM), or database systems required.
• Experience in data and statistical analysis and reporting to improve processes required
• Experience in student development / engagement, academic advising, early alert intervention, and working with students from diverse backgrounds.
• Experience with grant reporting and report writing tools (e.g., Cognos) preferred.

Supplemental Information

This job reports to the Director of Student Success and Engagement and is available to start immediately.

This position is a limited term employment (LTE), 40 hours per / week position with an end date on / or before June 30, 2025.

End date may be extended based upon grant / approval.

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

All applicants must submit a completed application along with a current resume and cover letter.

Interviews

Selected candidates will be invited for an onsite interview,

to be determined.

WCTC offers a wide range of outstanding benefits. Benefits include, but not limited to :

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

Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire.

Visa sponsorship is not available.