Title: CRM Architect

Employee Classification: 

Institution: System Office

Department:

Campus Location:

Job Summary

The Office of Strategic Enrollment Management (SEM) serves as a trusted partner to Tennessee’s 13 community colleges and 23 colleges of applied technology to create student-centered enrollment experiences that expand access, increase enrollment, improve retention, and accelerate completion. We do this by helping colleges remove barriers, streamline processes, and deliver a student experience that is accessible, responsive, and aligned with today’s workforce needs.

The TBR Office of Strategic Enrollment Management (SEM) is establishing a unit focused on supporting TBR colleges’ effective use of Slate, a higher education-oriented customer relationship management (CRM) system used by nearly all TBR institutions. This unit of Slate experts will support colleges as they leverage CRM technology to improve processes that shape the student experience. This work aims to reduce administrative burdens while enhancing student outcomes.

The CRM Architect will support TBR’s strategic use of Slate to advance both systemwide and individual campus goals and objectives. In doing so, the CRM Architect will identify and leverage systemwide economies of scale in Slate implementation while tailoring Slate use to meet individual campus needs. In collaboration with the CRM Operations Director and the Assistant Vice Chancellor for Student Enrollment and Retention Services, this position manages key functions related to business processes, application processing, and user experience, with a primary focus on optimizing operational efficiency and supporting enrollment and student success initiatives. Specific responsibilities of this position also include leading innovative projects, keeping records of meetings and attendance, documenting CRM process and procedural changes, working with the CRM Operations Director and Office of SEM leadership to identify areas for operations process improvement.

TBR Office of SEM will hire two CRM Architects. While both positions will serve on an integrated team that provides support to all TBR colleges, one CRM Architect will focus on supporting the Tennessee Colleges of Applied Technology and the other on supporting TBR’s community colleges.


This position may have the opportunity to work remotely within the state of Tennessee but with periodic visits to the TBR System Office (Nashville, TN) at the employee’s expense, and potential travel to Tennessee TBR colleges may be necessary.

Job Duties

• 80% - CRM/Slate • Serve as consultant and trusted thought partner with TBR colleges in their work to leverage Slate to enhance business and student processes • Build and implement standard CRM functions including but not limited to: Forms, Communication Flows, Events, Queries/Reports, Records and Portals • Investigate and configure Slate forms, communications, events, interviews, portals, workflows, automations, queries, and reports. • Help institutions document and optimize system workflows. • Provide support to colleges in their use of Slate to manage enrollment funnel, application, and student success processes. • Act as point of contact for each institution to assess functional needs for processing. • Develop and deliver Slate-related documentation and support training across campuses. • Assist the CRM Operations Director with other CRM tasks as directed. • Work closely with the others in the Office of Student Enrollment Management and Service Center. - (Essential)
• 15% - Customer Service • Manage incoming work requests from TCATs and/or community colleges. • Work cooperatively and effectively with other departments, including the Office of IT in support of Slate and Banner Student database changes and improvements. - (Essential)
• 5% - Other Duties · A personal commitment, with assistance from TBR leaders, to devote time to growing and developing as a leader and a colleague. Performs additional duties as assigned. - (Marginal)

Minimum Qualifications

· Bachelor’s Degree in Business, Marketing, Communications, Education, or related field plus two years of related experience OR a comparable combination of education and experience
· Experience developing architecture within a CRM
· Experience with project management
· Experience with Banner or similar ERP system

Preferred Qualifications

• Experience with Slate
• Experience serving as a Slate Captain
• Experience developing architecture within a CRM and integrating solutions into a higher education student information system
• Experience with Axiom
• Experience within a shared service operating environment
• Experience or training in Windows operating system and Microsoft Office 365 applications
• Experience with Slate
• Experience serving as a Slate Captain
• Experience developing architecture within a CRM and integrating solutions into a higher education student information system
• Experience with Axiom
• Experience within a shared service operating environment
• Experience or training in Windows operating system and Microsoft Office 365 applications

Knowledge, Skills, and Abilities

• Expert knowledge of relational database systems and their application in higher education
• Advanced knowledge of development, best practices, and design options in Slate or other similar CRM
• In-depth knowledge of college or university admissions and records processing and reporting requirements
• Knowledge of the TBR system as a whole
• Strong communication and interpersonal skills when collaborating with both internal and external stakeholders
• Data collection and analysis skills and the ability to recognize trends and communicate results
• Strong organization skills and ability to coordinate projects involving a variety of stakeholders
• Ability to maintain accurate data and records
• Ability to develop and maintain positive collaborative working environment
• Ability to maintain a relationship with campus stakeholders
• Ability to encourage collaboration / coordination across operational areas
• Proven ability to apply critical thinking skills to complex situations involving multiple parties and propose data-backed solutions
• Strong organization and project management skills and capacity to manage multiple deadlines
• Ability to present information in multiple modalities and settings to varied audiences
• Ability to work from a statewide and system perspective
• Flexibility and ability to learn quickly
• Intermediate knowledge of Office productivity software
• Broad knowledge of federal and state laws and guidelines
• Ability to work as part of a team or work alone without close supervision
• Ability to understand customer needs and provide quality service
• Ability to maintain confidentiality in compliance rules and regulations, including HIPAA and FERPA guidelines on the disclosure of information
• Ability to identify and implement process improvements within a shared services framework

Physical Demands / Working Conditions