Title: CRM & Digital Engagement Manager

Employee Classification: Administrative/Professional

Institution: Northeast State Community College

Department: Institutional Excellence and Student Success

Salary: $56,788 - $63,499, dependent on education and experience

Please use the Total Compensation Calculator found on the Northeast State Careers Page for a breakdown of the value of the benefits offered to employees of the college.

Job Summary

The CRM and Digital Engagement Manager serves as the division’s primary functional administrator and technical liaison for customer relationship management platforms and related digital engagement technologies. The position provides leadership for system governance, configuration, training, reporting, integrations, and continuous improvement across the student lifecycle. The role leads key digital engagement tools, including Slate, the College’s AI chatbot, and the online orientation platform, and supports the evaluation, implementation, and ongoing management of additional CRM and student success technologies as institutional needs evolve. The position also serves as a divisional resource for digital accessibility and reports to the Vice President for Institutional Excellence and Student Success.

Job Duties

 • Serve as the institution’s functional lead and primary point of accountability for Slate, supporting consistent use, thoughtful configuration, and shared governance that meets enrollment and student success needs across the College.

• Expand Slate use beyond admissions into broader student success and retention efforts, working collaboratively with campus partners to support integrated and effective practices.

• Provide divisional leadership for key digital engagement tools, including the College’s AI chatbot and online orientation platform, ensuring content remains current, useful, and aligned with student needs.

• Support the evaluation and adoption of additional student success technologies within the division, with attention to alignment, integration, and a positive student experience.

• Develop and share reports and insights that help teams understand trends, outcomes, and opportunities to better support students. • Partner with IT, IE/SS Project Manager, and other campus teams to support appropriate system access, data quality, and reliable integrations.

• Serve as a go-to resource for users by offering training, guidance, and responsive support.

• Support system updates and enhancements by coordinating planning, testing, and communication to promote smooth rollouts and adoption.

• Perform other duties as assigned.

Minimum Qualifications

• Bachelor’s degree from an accredited institution.
• Three (3) years of experience using, supporting, administering, or leading functional use of CRM systems, student information systems, or comparable enterprise platforms in a complex organizational environment.
• Experience translating functional or business needs into system configuration, workflows, communications, or reporting solutions.
• Experience providing training, documentation, and end-user support.

Preferred Qualifications

• Five (5) or more years of experience supporting or administering CRM, student success, enrollment, or enterprise systems in higher education.
• Two (2) or more years of experience serving as a functional lead, product owner, or primary administrator for a CRM platform such as Slate.
• Experience with ERP integrations, such as with Banner.
• Experience supporting CRM use cases beyond admissions, such as student success, advising, retention, or communications.
• Experience supporting system reporting, dashboards, and data-informed decision making.
• Familiarity with digital accessibility principles and design practices.
• Conversational ability or fluency in a second language.

Knowledge, Skills, and Abilities

• Technology Skills: MS Office suite; videoconferencing software; Knowledge of CRM concepts, user-centered system design, and best practices for system governance and documentation; Proficiency with common productivity tools and the ability to learn new platforms quickly.
• Ability to work collaboratively with cross-functional partners, including IT and functional stakeholders.
• Strong communication skills, written and verbal, with the ability to translate technical concepts for non-technical audiences.
• Ability to build relationships, facilitate collaboration, and provide excellent customer service.
• Ability to analyze and interpret data, develop reports and dashboards, and communicate insights to stakeholders.
• Knowledge of information security principles and role-based access management; commitment to confidentiality and FERPA compliance.
• Strong project management skills, including prioritization, organization, and follow-through in a multi-stakeholder environment.
• Ability to work independently while also functioning as an effective team member.

For assistance regarding the job ad, application process, or application status, please contact the Office of Human Resources at 423-354-5183 or HRstaffing@northeaststate.edu.

Special Instructions to Applicants: To be considered for a position at Northeast State, you must create an online application. A resume and unofficial transcripts are required; a cover letter is optional. You will also be required to provide the contact information for a minimum of three (3) professional references. If you are selected for an interview your references WILL be automatically contacted. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Please note that attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience.