Title: CRM Architech

Employee Classification: 

Institution: System Office

Department: Academic Affairs

Campus Location: Tennessee Board of Regents System Office

Job Summary

The CRM Architect will create and manage the CRM strategy and architecture used to coordinate processes and key operations that support TN eCampus enrollment and reporting, with a focus on streamlining operations and continuous improvement. This position reports to the Director of Technology, serving as a liaison between central office staff and various constituencies across the state. Specific responsibilities of this position also include: leading innovative projects using the client management technology, keeping records of meetings and attendance, documenting CRM process and procedural changes, keeping an up to date procedures manual for TN eCampus staff and partners, working with the Director of Technology and Digital Learning Collaborative leadership to identify areas for operations process improvement on a rotating calendar basis.

Job Duties

• 30% - Directs strategy and architecture of CRM technology. Manage records, profiles, and contacts associated with those systems. Work with internal partners to develop workflows that streamline existing processes and support client relationships. Facilitate training for internal end users. - (Essential)
• 15% - Manages the development, implementation and quality assurance review of learner directed messaging and reporting, including student recruitment and retention initiatives. - (Essential)
• 15% - Leads the collection and analysis of customer data (e.g. course evaluations, student achievement, training evaluations, student/faculty surveys) for continuous process improvement. - (Essential)
• 15% - Document client management procedures, needed procedural changes, and areas for continuous process improvement in an up to date procedures manual for eCampus staff and partners. - (Essential)
• 15% - Manage projects other Academic Affairs departments in utilization of client management tools, with a particular emphasis on data cleanliness and integrity, internal processes, and new features.. - (Marginal)
• 10% - Other duties as assigned. - (Marginal)

Minimum Qualifications

• Bachelor’s Degree in Business, I/O Psychology, Communications, Education or related field plus two years of related experience OR Master’s Degree in Business, I/O Psychology, Communications, Education or related field
• In lieu of a degree, 6 years of experience providing support to students/faculty will be considered
• Experience developing architecture within a CRM and integrating solutions into an LMS and SIS.
• Experience with project management
• Experience with coordinating organizational communications

Preferred Qualifications

• Experience with distance or online learning programs
• Experience with Slate, Banner, and D2L and/or the integration among the solutions
• Experience within the TBR system

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.
• Advanced knowledge of integrating learner records in Slate or other CRM with enrollment and grade reporting in Banner or other Student Information System.
• Advanced knowledge of integrating learner records in CRM with LMS courses and learner rosters.
• Experience managing of multiple realms, and datasets in a CRM.
• Knowledge of the Academic Affairs and the Digital Learning Collaborative organization and its mission, vision, and goals.
• Knowledge of the TBR system as a whole
• Strong communication and interpersonal skills when dealing 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
• Ability to use office equipment (computer, copier, fax machine)

Physical Demands / Working Conditions