CRM (Customer Relationship Management) Specialist

CRM (Customer Relationship Management) Specialist
Job Title: CRM (Customer Relationship Management) Specialist

The CRM Specialist position is responsible for the management of the Customer Relationship Management (CRM) system, including but not limited to implementations, integrations, data governance, AI/chatbot, security, training and support. This position collaborates with admissions, marketing and user groups to strategically enhance CRM strategies, adoption, and utilization across the College district.

The role requires efficiency with the Ellucian student module, communication management, application workflows, and student intake strategies. This position serves as a CRM advocate, promoting its expansion to positively impact student experience and bolster enrollment opportunities. The CRM Specialist has oversight of confidential data and personally identifiable information loaded into the CRM system.

It is critical that the CRM specialist be curious, flexible, open to new ideas and changing priorities, team-oriented, customer-focused, highly motivated, organized, detail-oriented, and a self-starter who can work independently. We are looking for a driven, proactive, innovative, forward-thinking, persistent, creative, enthusiastic go-getter who will optimize and advance SCC’s usage of Element 451. Strong verbal and written communication skills are essential for engaging both technical and non-technical audiences.

This is a full-time position (261 workdays per year). The starting salary is $48,000 per year.

Benefits include medical, dental & vision insurance, $50,000 life insurance, long-term disability, paid sick leave, paid discretionary leave, 15 days’ vacation, paid spring and holiday breaks and participation in IPERS or TIAA-CREF retirement plan.

The CRM Specialist will abide by the employment contract and relevant policies and guidelines of the Board of Trustees.

Responsibilities

Complete CRM training, learn specific tools, resources, and procedures related to recruitment and student communications

Serve as the “go-to” expert for CRM users. Advocate for the CRM’s appropriate and effective use to enhance the student experience and enrollment results and train other employees on this usage.

Collaborate with ITS, admissions, marketing, and the CRM Project Team to integrate and maintain CRM data systems, including data mapping/conversion, ERP and third-party integrations, and the configuration of workflows, chatbots, dashboards, forms, landing pages, and campaigns.

Collaborate with end users and Admissions and Marketing leadership to translate enrollment, admissions, and marketing workflows into effective CRM configurations—including forms, triggers, routing, automation, and communication workflows that ensure timely responses within a centralized CRM queue.

Collaborate with IT security and end users to ensure the ethical and secure use of AI tools, AI integrations, and AI-driven automation within recruitment and student engagement workflows

Partner with ITS to manage technical governance, including role-based access control (RBAC), and implementation of new tools and systems

Monitor and optimize CRM functionality—including analytics, campaigns, AI features, and lead-management tools—to support effective recruitment and enrollment strategies.

Work closely with IT to support testing and troubleshooting, develop testing procedures, and perform continuous testing for CRM integrations and updates

Analyze enrollment data, marketing metrics, and industry reports to uncover insights and trends in enrollment and recruitment and leverage system tools to address opportunities

Work across the college to provide direction, advocacy, communication, and coordination regarding CRM system capabilities, activities, schedules, and enrollment outcomes

Lead and execute employee training to support the overall goal to increase user adoption of the CRM

Continually expand and share knowledge of the CRM system to strengthen enrollment outcomes, build team engagement, and to ensure that users leverage the capabilities of the systems to maximize connectivity and positive enrollment outcomes

Serve as a key team contributor of ideas to best utilize the capabilities of the CRM system and collaborate to develop and implement these initiatives aimed toward enhancing enrollment outcomes

Monitor system data, data quality and accuracy to include effective migration of data, and integration of data relative to various enrollment lead sources (purchased or organically obtained)

Oversee setup of campaigns and appeals

Facilitate and initiate enrollment targeted text message (SMS) communication strategies to be leveraged across all student target audiences to drive customer engagement and matriculation

Follows and maintains adherence to best practices of data security, follows cybersecurity protocols/procedures, administrative guidelines and collaborates closely with ITS to ensure the practice of due diligence and due care.

Emphasize the role of ensuring compliance with data privacy regulations and adherence to institutional policies/guidelines regarding data governance. This includes conducting regular audits, and staying informed about relevant compliance standards.

Manage organization change and alignment with CRM workflows and procedures

Keep current with CRM vendor webinars, communication and updates.

This person serves as a true member of the admissions team and would help with admissions events, support ongoing recruitment efforts, etc.

Position requires time outside of normal business hours. Position will be working with ITS in implementations, integrations and updates that must be completed outside of normal business days and hours.

Perform other duties as assigned

Required Qualifications

Bachelors required (business, marketing, IT, communication, or education)

Experience –3-years’ experience in Higher Education admissions, recruiting, student affairs or marketing

Minimum 2 years’ experience using the student module in the Ellucian ERP system

Proficiency with Ellucian Colleague Student Workflows and application/student intake workflows

Knowledge of higher education, community colleges and its students

Demonstrated sensitivity to, and understanding of, the academic, social, economic, cultural, disability, and ethnic backgrounds of community college students. Student‑focused mindset

Knowledge of admissions and marketing strategies/campaigns

Demonstrated understanding of application/enrollment processes, selection process and related college recruitment communications

Demonstrated end‑user technical and navigational literacy, including experience using web‑based software systems to locate tools, adjust settings, and manage basic workflows

Experience using data to develop and execute recruiting and student‑focused communications

Knowledge of student acquisition/lead generation and retention strategies

Must be able to gather, maintain and analyze data

Experience communicating with students both digital and in person

General understanding of data analytics, content management and social media.

Experience with publicizing and marketing academic services, inside sales, marketing strategies/campaigns and recruitment initiatives.

Ability to interpret questions, identify problems, propose solutions and process improvements, and read reference manuals.

Ability to identify actionable insights from ambiguous and sometimes limited information

Understand how to successfully communicate information to both technical and non‑technical audiences

Preferred Qualifications

Knowledge of SCC (campuses, centers, workflows, policies)

Demonstrated knowledge of SCC data elements for prospective and current students

Experience working directly with students or prospective students and families for the purposes of recruiting and retaining students

Experience working with teams in a matrixed organization with multiple stakeholders

Physical Demands
The CRM Specialist will be primarily located at the West Burlington campus. Must be able to work on a basis of “available as work demands” in addition to a fixed schedule, which may include evenings and weekends. In addition, the individual in this position will actively promote a positive image for the college district.

EEO Statement Summary
It is the policy of southeastern community college not to discriminate on the basis of race, color, national origin, sex, disability, age, employment, sexual orientation, creed, religion, and actual or potential parental, family or marital status in its programs, activities, or employment practices as required by the Iowa Code §§ 216.6 and 216.9, Titles VI and VII of the Civil Rights Act of 1964 (42 U.S.C. §§ 2000d and 2000e), the Equal Pay Act of 1973 (29 U.S.C. § 206, et seq.), Title IX (Educational Amendments, 20 U.S.C. §§ 1681 – 1688), Section 504 (Rehabilitation Act of 1973, 29 U.S.C. § 794), and Title II of the Americans with Disabilities Act (42 U.S.C. § 12101, et seq.).

Individuals having questions or complaints related to compliance with this policy should contact Title IX / Equity Coordinator, southeastern community college, 1500 W. Agency Road, West Burlington, IA 52655, email

equity@scciowa.edu , phone number 319/208-5101, fax 319/208-5005 or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: (303) 844-5695 Facsimile: (303) 844-4303, TDD (800) 877-8339 Email:

OCR.Denver@ed.gov .

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