Director of CRM Optimization and Strategy

Job Responsibilities

Are you passionate about education and eager to make a difference in the lives of students? Tri-County Technical College is looking for dedicated professionals to join our dynamic team! As a leader in higher education, we pride ourselves on fostering a collaborative, supportive environment where both employees and students thrive. Work alongside a diverse group of staff, faculty, and administrators who are dedicated to student success. Be a part of a forward-thinking institution that values creativity, inclusivity, and excellence. If you are ready to contribute to the success of our great institution and grow your career apply today! We welcome applicants from all backgrounds and experiences who are committed to excellence in education.

Job Purpose:

The Director of CRM Optimization and Strategy will oversee the optimization of the CRM platform aligned with enrollment operations. The Director will combine strategic oversight with hands-on management of relationships, data analysis, system optimization, and cross functional collaboration to optimize the student experience of Tri-County Technical College’s Customer Relationship Management (CRM) system, TriView. This role is crucial in enhancing the college’s engagement with students through providing employees with a holistic view of the student. The Director will collaborate with leadership in Academic Affairs, Student Affairs, and IT to drive CRM initiatives that align with the college’s strategic plan and goals.

Job Duties:

• Leadership and Strategy: Develop and execute a comprehensive CRM strategy aligned with the college’s goals and will lead the CRM project team in designing, implementing, and maintaining the TriView system. Collaborate with senior leadership to identify and prioritize CRM initiatives. Sometimes serves as program/project leader involving both internal and external projects. Serve as the primary advocate for CRM best practices and innovation within the college. Will supervise the CRM Administrator, providing guidance and support to ensure high performance.
• System Design and Management: Within the context of the Enrollment Operations functions, the position will oversee the customization and configuration of the TriView CRM to meet the college's needs. Ensure the CRM system is user-friendly, efficient, and scalable. Will manage data integrity and security within the CRM system. Lead the functional team in coordinating CRM system upgrades, enhancements, and maintenance. Creates and executes procedures that ensure that all systems, products, and services meet agency standards and the end-user requirements.
• Stakeholder Engagement: Work closely with departments such as Admissions, Advising, the Registrar's Office, and TC Central to optimize CRM usage. Design training and support for staff in utilizing the CRM system effectively. Gather feedback from users to continuously improve the system. Document decisions and system functions, ensuring appropriate documentation for overall system functions and department-specific information. Analyzes stakeholder needs to assess technical feasibility and solutions. Translates stakeholder requirements into functional specifications and manages changes.
• Performance Monitoring and Reporting: Generate regular reports on CRM performance and effectiveness of initiatives and present findings to management. Identify areas for improvement and implement necessary changes. Design and execute testing scenarios and implementation strategies for all system changes.
• Other duties: Perform other duties as assigned.

Minimum and Additional Requirements

A bachelor's degree in computer science or a related area and experience in computer system development and modification. Relevant experience may be substituted for the Bachelor's degree on a year for year basis.

Preferred Qualifications

Minimum of 2 years of experience in CRM management or related field. Proven experience with institutional-scale CRM projects and teams. Strong leadership skills. Excellent communication and interpersonal abilities. Proficiency in CRM software and related technologies. Analytical mindset with the ability to interpret data and make data-driven decisions. Advanced ability in conditional logic and advanced report writing, preferred.

Additional Comments

• Health, dental, vision, long term disability, and life insurance for employee, spouse, and children
• Life Insurance: Basic life insurance and optional supplements life insurance for employee, spouse, and children.
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental leave
• State Retirement Plan and Deferred Compensation Programs: 401k with employer contributions.
• Professional Development Opportunities: Team bonding activities/events and professional training programs.
• Employee Assistance Program (EAP): Counseling and support services.
• Work-Life Balance: Flexible work schedules, 37.5 work weeks and abbreviated Fridays.