What are the responsibilities and job description for the Director of CRM Training and Change Management position at UT Dallas?

The Office of Undergraduate Education (OUE), in collaboration with the Office of Institutional Success and Decision Support (OISDS), seeks a Director of CRM Training and Change Management for Undergraduate Education reporting to the Senior Associate Dean of Undergraduate Education in OUE with an indirect reporting relationship to the Assistant Vice President for Institutional Success Technology in OISDS. This position will lead the execution of a training and change management strategy and capacity-building initiatives for faculty and staff that support the university's undergraduate enrollment and retention strategic priorities using UTD's CRM technology solution. This staff member will lead onboarding new employees who will be responsible for working in Salesforce Education Cloud and Marketing Cloud platforms, guiding the use of Blackthorn Event Management and SMS, identifying innovative ways to transform existing business processes leveraging the CRM technology, and promoting adoption of the platform by campus stakeholders engaged in activities for undergraduate students. This staff member will also work closely with the CRM Technology Team to recommend, design and deploy platform changes and new functionality as identified by campus users.

Minimum Education and Experience

Bachelor's degree and 5 years of related progressive experience.

Preferred Education and Experience

Master's degree in related area from an accredited university preferred with five to seven years of experience in higher education supporting student-serving units within a college or university environment or an equivalent combination of education and experience.

Experience working with undergraduate students in an academic advising or student success unit.
Experience leveraging technology solutions and data and analytics tools to support student success outcomes in education.
Experience developing and implementing training and professional development strategies for faculty and staff on the use of technology to support student success and high-impact practices that support student retention and graduation including utilizing learning management systems or content creation applications for training.
Experience working with Salesforce Education Cloud and / or Marketing Cloud or other CRM solutions in higher education.

Required Skills and Abilities :

Ability to develop trainings and programs with well-defined learning outcomes.

Ability to communicate and present information clearly and effectively via written and verbal methods to faculty, staff, and all other stakeholders. Specifically, this position requires high quality communication and customer service skills and a student-centric and empathetic approach to working with staff, faculty, and student leaders to maximize the CRM. A successful candidate will possess excellent interpersonal skills, including the ability to work with people from different cultures and backgrounds.

A proven track record of collaboration with internal and external stakeholders and cross-functional teams to support student success.

Ability to work independently and successfully manage multiple projects and initiatives. Extensive experience conducting efficient meetings with individuals and groups, significant experience coordinating multiple projects with high levels of autonomy, addressing multiple issues at one time, and working in a fast-paced environment while providing excellent customer service. Experience working with PeopleSoft, Microsoft Office Suite, including PBI, Qualtrics, and Blackboard software applications preferred.

Essential Duties and Responsibilities

Develop and deploy training and change management strategies that align with the enrollment and graduation priorities of the University and the Office of Undergraduate Education leveraging the CRM Salesforce Education Cloud and Marketing Cloud functionality.

Develop and deploy general CRM Salesforce Education Cloud and Marketing Cloud undergraduate student success related training for campus users.

Develop and deploy job-specific training activities and an onboarding training process to for campus users who work with undergraduate students.

Work with OISDS CRM Analysts to provide training and support for campus users on reporting, data analytics, and dashboard development in Salesforce.

Support the Office of Undergraduate Education on the development of Student Success Action Plans, Marketing Cloud journeys, campaigns, and broadcast communications targeting undergraduate students in collaboration with the CRM Technology Team and other campus stakeholders.

Collaborate with OISDS CRM Analysts to maintain documentation of operational processes and develop resources for campus users including job aids, manuals, onboarding checklists, and other related items.

Collect feedback from users on system enhancements, future solutions, and to troubleshoot issues for the OISDS CRM Technology Team.

Convene Communities of Practice and user groups (e.g., academic advisors, faculty advisors, student support services) to share best practices and to develop process improvement recommendations related to the use of Education Cloud and Marketing Cloud for undergraduate student success.

Serve on university committees and working groups focused on undergraduate student success.

Address and escalate issues as needed.

Additional Information

The Office of Undergraduate Education's mission is to promote student success for all undergraduates through enriching experiences that foster academic mastery, world readiness, and self-advocacy. We strive to eliminate barriers to student success, expand access to transformative programs and opportunities, and nurture students' personal growth and sense of community on campus. Our programs and staff practice accountability; treat students and colleagues with respect; and foster environments of compassion, autonomy, and trust.

Remote Notice : After the probationary period, this role may be eligible for a hybrid (partly remote / partly in office) work schedule, subject to business need and manager approval. May be required to use personal computer and other standard office equipment. Must be located within the DFW Area and have the ability to be on campus with 24 hours of notice. A UT Dallas Remote Work Agreement will be required within 14 days after approval.

What We Can Offer

UT Dallas is an Equal Opportunity Employer with an employee-friendly and supportive work environment. Our comprehensive compensation and benefits package that is effective as of your hire date includes :

Competitive Salary

Tuition Benefits

Internal Training

BCBS PPO Medical insurance – 100% paid for full-time employees

PPO and DHMO Dental Insurance Plan – PPO plans include ortho benefits

Vision Insurance

Long and short-term disability

TRS Retirement Plan – defined benefit plan offering lifetime annuity upon retirement

Voluntary Retirement Plan Options – additional savings opportunities with Tax-Sheltered Annuity Plans and Deferred Compensation Plans

Dental / Vision / AD&D

Paid time off

Paid Holidays

Paid Winter Break

Fertility Benefits

Remote Work Options – approved by department

All UT Dallas employees have access to various professional development opportunities, including a membership to Academic Impressions, LinkedIn Learning, and UT Dallas Bright Leaders Program. Visit https : / / hr.utdallas.edu / employees / benefits / for more information.

If you are looking for a rewarding career opportunity with great benefits? Look no further! Join our team!

Important Message

1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.

2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator . For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator .

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