CRM Systems Administrator
Apply now Job no: 517109
Classification:Student Services Professional 3
Work type: Staff Full-time
Administrative Unit:University of Alaska Anchorage
School/Business unit:UAA VC Student Affairs
Categories: Student Affairs/Services
The University of Alaska Anchorage (UAA) invites applications for the position of CRM Systems Administrator within the Office of Admissions. The Office of Admissions is a forward-looking group working to find and produce innovative ways to improve the prospective student experience starting their UAA journey. The CRM Systems Administrator maintains and innovates our Salesforce CRM instance that provides our admissions application portal, communication and marketing to prospective students and integration with our student information system. Applicants should appreciate the evolving needs to communicate effectively and be ready to operate in a fast-paced, technology-rich environment aimed at generating efficiencies. We are looking for a highly motivated, team-oriented individual with stellar organizational skills and attention to detail who is current (within the last 3-5 years) in multiple software applications (particularly CRM) and database management. Applicants are expected to address in their cover letter their current (last 3-5 years) experience and skill sets related to the use of technology and its relevance to this position.
15 Collaborate with Assistant Director of Communications to develop and create appropriate communication plans for academic and student services units across campus and based on information on the application and/or major of study that supplement and complement the overall marketing communication plan. Supports multiple areas of campus in their efforts to deploy and maintain communication plans and to engage constituents through the CRM. Develop presentations, training modules and scenarios for use during training sessions. Provide one-on-one training as necessary. Essential
20 Collaborate closely with the Admission CRM support specialist and Assistant Director of Operations on development, upgrades, testing and implementation of operational efficiencies and to improve the student application and admission process. Solve student application challenges and issues. Serve as point of contact with vendors for the CRM solution and coordinate with community campuses. Create and modify screens in the CRM to improve the business processes and workflows in various departments on campus; create and modify reports, analytics and Key Performance Indicators (KPI’s) based on requirements. Consult with and advise the communications team on customer and marketing history data, campaign audiences, and best approach to achieving marketing goals during the campaign planning process. Tracking of weekly data points and reporting, and collaboration with Institutional Research staff as needed to resolve reporting discrepancies across systems. Serve as a member of the Office of Admissions leadership team, reporting to the Executive Director of Admissions. Essential
25 Manage and oversee Customer Relationship Management (CRM) activities for the Office of Admissions and UAA including marketing programs, strategies, campaign management, and analytics. Oversee the development of student campaigns and triggers. Creating templates, setting up reports and training staff on how to create and implement campaigns as appropriate. Collaborate with the Office of Admissions leadership and communication teams to develop outreach plans to ensure students transition seamlessly from point of interest to first day of class. Tracking of student cohorts and assessment of outreach efforts. Development of outreach efforts through CRM. Consults with managers on response handling, campaign tracking, follow-up, and automated lead management. Collaborates with designees from other departments that utilize the CRM for recruitment and onboarding of new students to ensure their CRM deployment and continued use are successful. Liaise with all relevant stakeholders to review processes and CRM Implementation and seek ongoing improvements. Participate in defining requirements for evolving CRM infrastructure and campaign reporting. Essential
40 Administer and configure the CRM (SalesForce) system to ensure the system is operating properly and performing as required; develop, test, implement, maintain and monitor computer programs and systems; design web forms that are used to capture information into the CRM; research and implement 3rd party plug-in software to extend functionality of the CRM system.
Serve as point of contact with Statewide and local IT, and Enrollment Services’ Electronic Student Services to log and track identified system problems through resolution. Work with CRM administrators at University of Alaska Fairbanks (UAF) and University of Alaska Southeast (UAS) to manage installation/testing/migration of updates to the Salesforce system and any installed managed packages. Serve on CRM administrators team with colleagues from UAF and UAS to ensure the system is meeting the needs of each institution. Escalate issues to the Executive Director of Admissions as needed. Responsible for coordination with Statewide IT, UA Admissions work team and Registrar to ensure data integrity with Banner integration. Support development of programming that automate extracts and imports of data from Banner and other systems through appropriate interfaces and/or integration services. Run error reports to ensure accurate data and timely processes. Essential
Ability to work independently with little supervision and produce results.
Ability to develop effective relationships with key stakeholders within the organization. Understanding the importance of the CRM as a core enterprise tool in driving revenue efficiency in the University. Understanding of relational database concepts (Salesforce preferred) and how to build reports to meet specific criteria. Familiarity with Salesforce automation tools (workflow, process builder, flow). Experience manipulating and loading data with a variety of tools (Excel, DataLoader, DemandTools). In depth knowledge of the marketing and admissions process and requirements. Proven ability to review processes and produce improvements. Ability to define requirements for evolving CRM infrastructure and campaign reporting. High-level organizational ability with excellent oral and written communication skills in reviewing, developing, and implementing procedures and policies. High level problem solving skills, including the ability to proactively develop innovative solutions.
Experience with CRM systems, research management systems or similar relational database operations.
Demonstrated experience in defining, measuring, and implementing actions to ensure strict quality standards are maintained. Proven experience with managing change and business integration. Previous experience with Salesforce preferred.
REQUIRED EDUCATION OR TRAINING:
Bachelor's Degree in related field and 2+ years of relevant experience that provides knowledge of and exposure to fundamental theories, principles and concepts. Relevant experience may include 2+ years of direct CRM administration experience or 3-5 years of admissions/recruitment experience with meaningful CRM responsibilities. Requires the application of expertise in a chosen field to achieve results and a strong background in higher education.
The review date is June 28th at 08:00 am Alaska Standard Time. To ensure consideration, please apply prior to the review date.
This is a full-time, Grade 79, minimum $26.08/hr, DOE, 12-month position complete with a competitive salary and UA employee benefits package.
Reasonable Accommodation Statement:
The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.
Affirmative Action Statement:
UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:
The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.
Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.
Public Disclosure Statement:
Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.
University of Alaska is a Drug-Free Workplace. University of Alaska campuses are Tobacco-Free.
It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.
If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.
Advertised: Alaskan Daylight Time 11 Jun 2021
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