Specialist for Customer Relationship Management (CRM) - 502288
University of Richmond

Specialist for Customer Relationship Management (CRM) - 502288

SUMMARY:

The Specialist for Customer Relationship Management serves as a systems, data, and processes subject matter expert for the Slate CRM tool. The position oversees all data imports and exports to Slate; creates, maintains, and audits Slate system functionality; and helps manage the day-to-day usage of Slate communication/event tools, functionality and integrations. As a key CRM team member, the Administrative Specialist serves a primary role in systems management, testing, auditing, and training to support the goals of Enrollment Management, Law School Admission, MBA Admission, and Student Success and Retention.

Advanced knowledge of integrated relational database systems, CRM, and SIS required; knowledge of Slate and/or Ellucian (SunGard) Banner preferred.

RESPONSIBILITIES:

Slate System Development and Maintenance

• Develop and document system functionality, user interface and instructions, and consistent testing plans for all Slate updates, enhancements and new features.
• Build and maintain high level queries and reports to support ongoing processes and historical analysis for recruitment, admission, retention and student success.
• Develop and execute new imports and exports; oversee regular downloading and processing of imports.
• Manage integration with other University systems to ensure consistency and accuracy.
• Investigate and resolve system issues, including errors for imports/exports and integrations between systems, and data discrepancies.
  • Assist Slate users with matching and duplication issues in data imports.
  • Resolve data discrepancies and systems errors for downloads, workflow and process issues.
• Audit Slate functionality, including Banner integrations utilized by multiple divisions.
• Manage data integrity and process integration throughout Slate modules and all phases of the admission, enrollment and retention funnel.
  • Audit multi-system projects to ensure consistency of multi-faceted data integration between Slate, Banner, and ROADS.
  • Develop and implement data conditioning processes using external data tools for imports and exports to ensure data integrity.
• On-going project development and implementation of new Slate features and initiatives in collaboration with Senior Assistant Director and Director of Customer Relationship Management.
• Create, maintain, and monitor Slate rules and automations.
• Develop communication campaigns, forms, and events/templates as needed in support of core processes and workflows. Support and monitor constituency usage of communication, form, and event tools.
• Support web development of portals and related Slate user tools.
• Develop comprehensive training plans and contribute to CRM training for a wide variety of University constituencies (staff and faculty).
• Serve as resource to Slate users across campus; manage/triage day-to-day user requests and support.

General Administrative Support

• Provide direct support to Director of Enrollment Customer Relationship Management.
• Assist in management of multiple simultaneous projects across multiple databases.
• Prepare requests for operating budget; reconcile expenditures, process financial transactions and audit monthly budget reports.
• Execute data and project requests for internal and external constituents upon approval of Director of Customer Relationship Management.
• Assist with Admission, Financial Aid, and Scholars and Fellowships on-campus events.

QUALIFICATIONS:

• Advanced knowledge of integrated relational database systems, CRM, and SIS required; knowledge of Slate and Ellucian (SunGard) Banner preferred.
• Strong analytical skills and experience with problem solving and data error resolution.
• Excellent interpersonal and communication skills.
• Ability to work independently, efficiently and accurately; perform duties with considerable degree of autonomy.
• Attention to detail, organized, thorough and consistent with follow through.
• Ability to balance multiple tasks and projects and to work effectively with a team of professionals.
• Proficiency in Microsoft Office Suite required; proficiency in HTML, CSS, and/or Java preferred.
• Thorough understanding of FERPA and the procedures for compliance; the ability to handle highly confidential information.

EDUCATION & EXPERIENCE :

• Some post-secondary education required; Bachelor's degree preferred.
• Minimum of six years of administrative experience, including experience in integrated relational database systems required; experience in higher education preferred.

WORK HOURS:

• Full-time, non-exempt position
• Monday - Friday, 8:30 a.m. - 5:00 p.m.; 7.75 hrs./day; 38.75 hrs./week

COVID-19:

The University of Richmond requires COVID-19 vaccinations for all students, faculty, and staff. The University allows exemptions to this requirement for religious, medical and strong personal conviction reasons. All newly hired employees must report their status within the first two weeks of employment.

ABOUT UR:

At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond ( www.richmond.edu ) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE

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