What are the responsibilities and job description for the CRM Program Manager – Enrollment Service position at Alabama State University?
- Lead and Execute CRM Development Projects by managing the full lifecycle of CRM development projects, from initial conception and requirement gathering to deployment and ongoing optimization, ensuring alignment with the university's admissions and recruitment goals;
- Optimize CRM Platform Performance by overseeing daily CRM platform operations, including rigorous testing, proactive troubleshooting, and timely maintenance, to guarantee optimal system performance, data accuracy, and user efficiency;
- Serve as the CRM Technical Expert by acting as the primary technical lead for all CRM initiatives, collaborating closely with stakeholders across campus to define business requirements, design efficient workflows, and implement innovative solutions within Slate and PeopleSoft;
- Develop and Deploy Multi-Channel Communication Strategies by designing, implementing and monitoring personalized, multi-channel communication plans leveraging email, SMS, student portals, chat, and social media campaigns to engage prospective and current students effectively;
- Build and Maintain CRM Applications and Reports by developing and maintaining CRM-hosted applications, forms, portals, and insightful reports to support recruitment, admissions, and enrollment processes. Focus on user-friendly design and data-driven decision-making;
- Manage Data Integrations and Ensure Data Integrity by coordinating data imports, exports, and process automation between Slate, PeopleSoft, Oracle Database, and other university systems, ensuring seamless data flow, impeccable data integrity, and robust data security;
- Design and Maintain Data Dashboards by creating intuitive and visually compelling dashboards that provide actionable insights into enrollment metrics, enabling data-driven decision-making for leadership and departmental teams;
- Provide CRM Training and Support by developing comprehensive user training programs, create clear and concise documentation, and provide ongoing technical support to empower users across departments to maximize their utilization of CRM platforms;
- Lead System Upgrades and Implement New Features by spearheading system testing, manage seamless upgrades, and integrate new CRM features, ensuring compliance with institutional policies and alignment with strategic enrollment goals;
- Collaborate on Recruitment and Marketing Initiatives in partnership with the marketing/communication and recruitment team to enhance recruitment campaigns, implement targeted communication strategies, and analyze campaign performance to optimize applicant yield;
- Resolve Data Synchronization and Integration Issues by proactively troubleshooting and resolving complex issues related to data synchronization and integration between PeopleSoft, Slate, and Oracle Database, ensuring data consistency and accuracy;
- Develop and Maintain PeopleSoft Queries and Data Extracts by creating and maintaining PeopleSoft queries and data extracts to support reporting system functionality and provide valuable data insights; and
- Collaborate with Technology Services by working closely with the Office of Technology Services to ensure the proper configuration of PeopleSoft Integration Broker and web services for smooth and secure communication between systems.
Skills and Abilities:
- Proven ability to manage multiple complex projects simultaneously, adhering to strict deadlines and delivering successful outcomes;
- Advanced technical expertise in CRM systems, specifically Slate and PeopleSoft, including configuration, customization, and data management;
- Strong proficiency in data management tools, including SQL, and experience with data analysis and reporting;
- Solid understanding of web technologies, including HTML, CSS, JavaScript, and XML;
- Exceptional written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences;
- Demonstrated ability to independently analyze complex problems, develop innovative solutions, and optimize workflows;
- Experience developing and delivering engaging user training programs and creating comprehensive documentation for diverse teams;
- Commitment to providing excellent customer service, a strong attention to detail, and a dedication to continuous improvement of operational processes;
- Thorough understanding of higher education policies, FERPA compliance, and student data security best practices;
- In-depth knowledge of PeopleSoft Student Administration modules and their data structures related to admissions and enrollment;
- Excellent ability to write and understand PeopleSoft queries and data extracts; and
- Familiarity with PeopleSoft Integration Broker and web services.
- Bachelor’s degree in Business Administration, Computer Information Systems, or a related field;
- Minimum of 5 years of experience managing CRM systems or data-driven projects, preferably in higher education or a similar environment;
- Proven ability to analyze and improve data tracking, workflows, and processes to enhance efficiency and effectiveness;
- Experience working independently and collaboratively in a fast-paced, detail-oriented environment;
- Experience with data integrations between CRM systems and ERP/SIS systems such as PeopleSoft and Oracle Database; and
- Excellent communication, interpersonal and negotiation skills.
Preferred Qualifications:
- Master’s degree in Higher Education, Business, or a related field.
- Extensive experience managing Slate CRM, including advanced reporting, system customization, and third-party integrations.
- Strong knowledge and experience integrating CRM systems with student information systems, specifically PeopleSoft and Oracle Database.
- Previous experience developing and delivering CRM training programs and managing cross-departmental communication plans.
- Experience with Oracle Database administration and management.
Deep understanding of customer data and advanced analytical skills to extract actionable insights. - Strong leadership and collaboration skills to influence cross-functional teams.
- It is the policy of Alabama State University to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
- Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
- Federal law requires identity and employment eligibility verification on Form I-9 within three (3) business days of employment.
- All positions require the passing of a background check and some the passing of a drug screen.
Salary : $68,500 - $120,000
