CRM Support Specialist

3 days ago

Wisconsin Rapids, Wisconsin, United States Waukesha County Technical College Full time
Job Title: CRM Support Specialist

Waukesha County Technical College (WCTC) is seeking a highly skilled CRM Support Specialist to join our Student Services Division. As a key member of our team, you will play a critical role in aligning technology solutions with divisional priorities and collaborating with cross-functional teams to gather CRM requirements and translate them into effective system solutions.

Key Responsibilities:
  • Manage the daily functions in the College's student success technology solution, monitor system performance, and complete CRM audits to ensure data quality.
  • Collaborate on configuring, maintaining, and continuously improving the CRM system to align with the college's goals and objectives.
  • Collaborate with cross-functional teams to gather CRM requirements and translate them into effective system solutions.
  • Collaborate with departments to create student retention and engagement campaigns for departments designed to email, text, call, and meet with students.
  • Collaborate with academic divisions to identify needs, employ best practices in a CRM environment, and seek ways to improve processes and maximize utilization.
  • Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with IT.
  • Run standard and custom reports and dashboards, including but not limited to a compilation of key performance indicators within the system and the departments utilizing CRM to inform data-driven decision making.
  • Provide technical support and training to end-users, ensuring they can effectively utilize CRM features and functionalities.
  • Manage basic user accounts and permissions, ensuring data integrity and privacy.
  • Monitor project timelines, allocate resources, and ensure timely delivery of services.
  • Work with staff to effectively measure progress toward goals and objectives, report and assess data, and utilize results to improve retention initiatives continuously.
Requirements:
  • Profound understanding of ERP & CRM systems (Banner and Slate) and Microsoft applications.
  • Broad knowledge and understanding of higher education, student success, and retention best practices.
  • Familiarity with emerging technologies and CRM industry trends.
  • Project management skills: the ability to successfully manage multiple projects at one time while maintaining high-quality standards.
  • Collaborative mindset and creative approach to systems.
  • Effective interpersonal communication skills - oral, written in writing, technical and non-technical information, and listening.
  • Strong customer service skills, working with individuals from diverse backgrounds.
  • Ability to establish and maintain positive working relationships with internal (staff, management, personnel) and external contacts (vendors).
  • Ability to work independently, as part of a team and/or with minimal supervision.
  • Ability to manage time and organize work.
  • Ability to work on several projects simultaneously.
  • Ability to attend closely to detailed work, completing, and maintaining a high level of accuracy.
  • Intermediate level of proficiency with computer software applications such as word processing, spreadsheets, databases, presentations and/or publishing.
Education and Experience:
  • Associate or bachelor's degree in a related field.
  • At least 2 years' experience managing a CRM or student information system and creating automated workflows.
  • Experience in Enterprise Resource Planning (ERP), Customer Relationship Manager (CRM), or database systems required.
  • Experience in data and statistical analysis and reporting to improve processes required.
  • Experience in student development/engagement, academic advising, early alert intervention, and working with students from diverse backgrounds.
  • Experience with grant reporting and report writing tools (e.g., Cognos) preferred.
Benefits:
  • Competitive compensation.
  • Comprehensive Benefits Package including health, dental, vision, life, long-term disability, supplemental life, flex spending accounts, and much more.
  • Generous time off and holiday schedule.
  • Eligibility in the Wisconsin Retirement System (ETF).
  • Opportunities for professional growth and development (including tuition reimbursement, tuition waiver).
  • Well-being activities to support personal and professional well-being.
  • Collaborative and supportive team environment.

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