Communication (CRM) & Technology Manager

Are you passionate about leveraging technology to enhance student engagement and streamline processes? Join our team as the Communication (CRM) & Technology Manager and play a key role in optimizing recruitment strategies through innovative solutions.

In this position, you will serve as the lead administrator for our Customer Relationship Management (CRM) system, driving efficiencies, automation, and student engagement from initial inquiry through enrollment. You’ll collaborate across departments, work closely with IT, and implement strategic communication workflows to enhance the student experience.

Key Responsibilities:

• Manage and maintain the cloud-based CRM, ensuring seamless integration with other college systems.
• Develop data-driven dashboards and reports to support recruitment strategies and improve efficiency.
• Lead automation initiatives for admissions processes, student communication, and event registration.
• Collaborate with IT and other departments to ensure CRM enhancements align with institutional goals.
• Research and implement emerging technologies to enhance engagement and customer service.
• Support student outreach through email, text, and other digital platforms.
• Assist with admissions events, orientations, and student services as needed.
• Provide training and support to staff on CRM usage and best practices.

Why Join Us?

• Opportunity to lead technology initiatives in a student-focused environment.
• Work with innovative tools and data-driven strategies to enhance student engagement.
• Collaborative and supportive team environment.
• Professional development opportunities to stay at the forefront of higher education technology.

Technology & CRM Management:
•Serve as the lead for and manage the cloud based CRM, providing technical support and overseeing user administration and security roles, and application builds and maintenance.
•Develop, maintain, and monitor dashboards and statistical reports to ensure data integrity, support data-driven decision-making, and enhance recruitment strategies, forecasting, and operational efficiency in the CRM.
•Provide back-up support for processing admissions applications.
•Serve as the primary liaison with IT to coordinate system upgrades, end-user testing, and integration between CRM, SIS systems, and other college systems.
•Manage and optimize data imports, including, but not limited to ACT/SAT scores, ensuring seamless processing of student applications.
•Serve as institutional CRM liaison for regional, state, and national user groups. Staying up to date on industry trends
•Research innovative technology opportunities to assist the departments day-to-day and customer experience and make recommendations to the Director.
•Create and manage admission event registration and communication within the CRM, texting platform, and Calendly including, but not limited to visits, tours, open houses, orientation

Process Automation & Workflow Optimization:
•Develop and manage CRM workflows and automation solutions, leveraging communication platforms for texting, email, and chat to streamline admissions processes, campaigns, communication, and student engagement.
•Continuously assess and enhance department processes utilizing technology to improve efficiency and customer service

Communication & Outreach Strategy:
•Develop and oversee, the department’s communication plan and marketing campaigns for prospective and admitted students, including outreach efforts via email, text, and other platforms.
•Manage the online orientation and scheduling of new student orientations communication campaigns.
•Research and recommend emerging technologies to enhance student engagement and department operations to Director.

Admissions Events & Collaboration:
•Collaborate with internal and external stakeholders, including, but not limited to, other educational institutions and community organizations to streamline transfer processes through technology.
•Oversee admissions event registration and communication within the CRM and related platforms for campus visits, open houses, orientation, and other similar events.
•Work cross-functionally with departments including, but not limited to, Academics, Housing, Student Life, Career Services, Continuing and Cooperate Education, and Center locations to enhance stakeholder experiences involving the CRM.
•Collaborate with front line staff and other colleagues to maintain adequate office staffing levels and provide lateral support to teammates as directed.
•May represent the Office of Admissions and serve as College representative for various community events, business calls, job fairs and high school visits as needed.

Training & Professional Development:
•Stay current on industry trends and best practices by participating in professional development opportunities including but not limited to conferences and webinars.
•Develop, maintain, and deliver training materials and ongoing support to ensure staff effectively utilize tools, updates, and best practices surrounding the CRM.

Student Support & Customer Service:
•Maintain up-to-date knowledge of academic programs and career pathways to ensure accurate communication with students.
•Provide cross-functional student services support assisting with new student orientations and responding to inquiries about admissions, financial aid, advising, and registration, and appropriately referring stakeholders to ensure excellent customer service.
•Leverage technology and creative problem-solving to improve student experience and departmental customer service.

Institutional Commitment & Other Responsibilities:
•Actively support and demonstrate the College’s mission, values, and vision.
•Other duties as assigned.

We’re seeking a tech-savvy problem solver who thrives in a collaborative environment and is passionate about improving student experiences through technology.

Minimum Qualifications:

• Bachelor’s degree from a four-year institution.
• At least two years of experience in admissions, customer service, or sales.
• Three to five years of experience in CRM administration, student services, enrollment services, IT, or related areas (preferably in higher education).

Preferred Qualifications:

• Master’s degree or extensive IT/CRM experience (five or more years).
• Experience with Ellucian-based CRMs and Student Information Systems.

Skills & Abilities:

• Strong project management, problem-solving, and analytical skills.
• Ability to develop and manage automated workflows to improve processes.
• Excellent communication and collaboration skills across departments.
• Experience working with CRM platforms, data management, and reporting tools.
• Customer service mindset with a student-centered approach.

Jackson College only accepts on-line applications though this system. For assistance with this, please call 517-796-8468.

Please use your legal first and last names on your application.  If you are hired, you will have the opportunity to identify and utilize your preferred name.

The Jackson College Nepotism policy prohibits hiring of a relative or someone with a familial relationship to work in the same instructional department, office or administrative unit of the College including spouse, child, stepchild, parent, stepparent or sibling of the employee or spouse, aunt, uncle, niece/nephew, grandparent, grandchild, and members of the same household including domestic partner.

It is important that your application show all the relevant education and experience you possess (even if you are repeating it from your resume or cover letter).  For instance, do not say, "See Resume or C/V." Your resume, cover letter, and if a degree is required an unofficial transcript must be attached to your application.  Applications will be rejected if incomplete.

When you apply for the position, you will get to the document upload area where you will be given an opportunity to attach your documents such as your vita, transcripts, etc.. Instructions will also be found there.

The College reserves the right to request proof of degree or certification at a later date if these documents are required as part of the qualifications for the position.  Final candidates will be subject to a criminal background as part of the employment process.

If selected you will be required to complete the US Citizenship and Immigration Services, Employment Eligibility Verification form I-9 and provide documentation verifying identity and eligibility to work in the United States. Jackson College is NOT able to support Visa applications for employment at the college.  Applicants must already be eligible to work in the United States to be considered.

Applicants with disabilities may request accommodation to complete the application and interview process.  Please notify Human Resources at least three (3) working days prior to the date of need. A copy of Jackson College's Annual Security Report and Annual Fire Safety Report is available on the JC Campus Safety & Security website.  The security report contains crime statistics for the previous three years for all of our campus locations and the annual fire safety report, which contains statistics for any reported fires in campus housing units and fire safety systems in these buildings.  Additionally, the report contains policies, available resources and information concerning personal safety, fire safety and reporting procedures for both crimes and fires.

Applicants have rights under Federal employment laws. Jackson College is an Equal Opportunity Employer that actively supports workforce diversity. 

Salary : $22 - $25