CRM Systems Support Manager

The CRM System Support Manager (CRM-SSM) plays a pivotal role in the intersection of technology, marketing, and admissions at Western Atlantic University School of Medicine. Reporting directly to the Director of IT with a dotted line to the head of Admissions, the CRM-SSM is responsible for the technical management and enhancement of the CRM system to meet the evolving needs of the university. This position requires a blend of technical expertise, strategic thinking, and collaboration with cross-functional teams.

The CRM-SSM is responsible for managing the Customer Relationship Management (CRM) system. This includes developing strategies to: streamline processes that optimize student inquiries and application, deploy automated marketing campaigns, analyze systems data, produce dashboard and reporting to support recruitment and admissions operations, analyze performance, track metrics, user training and ensure the highest level of data integrity.

Essential Duties and Responsibilities:

• Serve as the primary functional system administrator for the CRM and other inquiry management platforms.
• Serve as the primary point of contact between the IT department and key stakeholders within the Admissions, and Marketing departments, ensuring their technology needs are met and their concerns are addressed.
• Collaborate with other IT and functional users to develop technical requirements for CRM enhancements.
• Ensure the system is set up and maintained based on IT security protocols, including updating user roles and security access.
• Lead CRM integrations with other systems and applications.
• Support marketing and admissions departments with CRM tasks, including system configuration, automation, reporting, and data management.
• Develop and execute queries, campaigns, and reporting within the CRM system.
• Provide documentation, training, and support to ensure effective utilization of the CRM and related systems.
• Analyze data to identify trends, provide insights, and support strategic decision-making.
• Coordinate and support integrations with student information system, third-party apps, plug-ins, and tools.
• Lead user training, user acceptance testing and oversee system updates/upgrades.
• Oversee the security of CRM platforms, implementing measures to protect sensitive information and ensure compliance with all applicable laws and regulations.
• Lead strategic planning sessions to outline future CRM initiatives. Manage projects from conception through to delivery, ensuring they are completed on time and within scope and budget.
• Work closely with admissions and marketing teams to drive and optimize impact of all recruitment activities.
• Collaborate with admissions and marketing teams to identify strategic recruitment/management issues and design effective solutions to drive prospective student lead generation.
• Develop standardized strategic and operational reporting that are released on a schedule to specified distribution lists.
• Work with functional users to build out events in the CRM to enhance the student experience pre-, during, and post-event and to augment current functionality to track additional event-related data points and improve overall processes.
• Collaborate with marketing to develop and implement a targeted communications plan based on variables such as admissions stage, student interest, and student profile.
• Coordinate with external marketing and PR agencies to ensure campaign data is captured in the CRM, metrics are tracked and reported.
• Develop models to score records such as lead probability to apply and accept records on likelihood to matriculate.
• Act as liaison between consultants, agencies, users, and development teams.
• Support other Admissions, Marketing, IT and related systems and applications.
• Perform other IT related duties as assigned.

Analytics:

• Provide accurate and timely reports to facilitate informed decision-making.
• Communicate insights from analyses to stakeholders.
• Conduct ad hoc data requests and work on data integrity improvements.
• Perform analyses to improve marketing and recruitment strategies.
• Contribute to IT, Marketing and Admissions KPI reporting.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree is required, preferably in IT, marketing, or business.
• Experience in higher education desired; prior work in medical education a plus.
• 3-8 years of digital marketing and inquiry generation experience.
• 3-5 years of IT experience working with Azure AD and Microsoft 365 or systems administration.
• Strong analytical skills and technical proficiency to make system adjustments and improvements.
• High level of proficiency with CRM Systems, Slate preferred; experience running queries, executing campaigns, and running reports detailing performance.
• Demonstrated ability to understand and articulate complex requirements.
• Ability to problem solve, prioritize, and manage multiple projects and deadlines.
• Strong communication and presentation skills required; experience reporting out to executives and other colleagues.
• Passion for collaboration and growing in a team environment.
• Ability to travel domestically/internationally approximately 5%.

Salary commensurate with experience.

Western Atlantic University School of Medicine (WAUSM) is an equal opportunity employer (EEO). We are committed to diversity and inclusion and support applicants from all backgrounds to join our team. We strive to build a community that represents the students we serve and exhibits a variety of skills, cultures, perspectives, and experiences. Employment is a decision based upon qualifications, merit, and the needs of the University.