CRM Specialist

We are now accepting applications for a qualified CRM Specialist at Belmont University.

Employment Type

Staff

Internal Job Category

Exempt (Staff) Full-Time

Department

Admissions

Hours

37.5

Primary Duties and Responsibilities:

Position purpose: A technical specialist to successfully configure and operate Belmont's Customer Relationship Management (CRM) system, with specific focus on the development and execution of the technical components of the CRM platform and functionality, including but not limited to, security roles, workflows, forms, template libraries, rules, annual cycle prep tasks, query logic, reports, data integrations, dashboards and portal configurations. This position builds collaborative working relationships with internal business units, IT staff, and external stakeholders.

The CRM Specialist for Graduate, Online Admissions and Executive Education leads and directs the process, maintenance, and analysis of inquiries and application records by monitoring the integrity of prospective student records. This position reports directly to the Director of Enrollment Systems and Operations. The Specialist will actively work with admissions, IT, Educational Innovation and other partners within Enrollment Services and across campus to ensure efficient and effective functionality of the CRM.

This specialist is responsible for the evaluation and auditing of data related to recruitment, admission, enrollment, and other enrollment information for graduate, online and executive education programs. The successful candidate will also have the following critical attributes:

Strong technical and analytical skills. A proactive approach to problem-solving. Excellent verbal and written communication skills. A high level of accuracy and attention to detail. Ability to work independently and with a team. Accurately estimates timelines and meets deadlines.

Essential Functions:

Support graduate, online and executive education admissions through managing data in the CRM that will enable effective communication and acceptance of prospective learners.

Evaluate and process data into student information systems to meet operational goals.

Maintain and update electronic application file export.

Analyze data and processes looking for errors and new efficiencies.

Collaborate with director to ensure proposed changes, specifications, or new functionality align with the CRM application strategy and underlying architecture.

Other duties as assigned.

The above statements describe the job's essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.

Required Qualifications : Belmont University seeks to attract and retain highly qualified faculty and staff that share the University's values and will contribute to its mission and vision to be a leader among teaching universities bringing together the best of liberal arts and professional education in a Christ-centered community of learning and service.

Maintain familiarity with all aspects of CRM, including the technical requirements, system configuration, user requirements, and related policies and procedures.

Process user access requests and security role configuration ensuring protocol and training requirements are followed prior to granting production access.

Configure fields, forms, queries, communication plans and templates.

Develop Slate rule logic using SQL statements to create formula-based fields and translate data for integration.

Develop data exports and create source formats for imports.

Perform data import request from business partners, ensuring data conforms to system integrity standards.

Create and maintain workflow processes, dashboards, and reports.

Conduct and monitor de-duplication process for production environment.

Support system and data integrity through vigilant protection of system data, fields, and processes.

Serve as knowledge source for end users - educate, share industry best practices, and direct others to applicable CRM resources as necessary.

Positive attitude, consistently proactive in fulfilling responsibilities, proven ability to work successfully with diverse populations, and demonstrated commitment to promote and enhance diversity and inclusion

Validate data and queries for the successful extraction of data from source systems.

Excellent project management skills.

Creative and analytical thinker with strong critical thinking skills.

Required Education • Bachelor's degree in Computer or Information Science or related field; 3-5 years of related experience; minimum of 2 years of experience in configuring, developing and implementing a Customer Relationship Management (CRM) system. • Minimum of 3 years of experience working in higher education, preferably admissions.

Required Experience • Strong capabilities in CRM system configuration, test script development, functional analysis, coordination of user acceptance and sign off. • Demonstrated ability to meet deadlines, manage and prioritize simultaneous requests, and manage laterally and upwards. • Strong history of technical project management experience (ITIL, PMP standards).Creative and analytical thinker with strong critical thinking skills. • Broad level of understanding surrounding information systems and application architecture standards. • Experience with Canvas LMS and Salesforce CRM. • Exposure and familiarity with Slate CRM and Ellucian Banner ERP is a plus. • Experience with incorporating data governance principles into project management/implementations.

Working Conditions & Physical Requirements The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is required to speak and hear sufficiently to communicate effectively by phone or in person at normal volumes. The employee's vision must be adequate to read correspondence, computer screen, forms, etc. The position requires good manual dexterity. This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing as necessary.

The selected candidate will be required to complete a background check satisfactory to the University.

Belmont University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.