The Office of Admissions is hiring an Associate Director of CRM Operations. This position reports to the Director of Admissions and leads the development, implementation and maintenance of the Customer Relationship Management (CRM) tool, Slate, for the (UMKC) Office of Admissions. The Associate Director will provide leadership and support to functional users in day-to-day management of CRM functionality in support of admissions initiatives including event management, query and report development, communication support, and oversight of admission application development. The Associate Director will work with the university DSAS team for data uploads into the CRM and data integrations with the Student Information System and other campus systems.
The Associate Director is responsible for the continuous improvement of the CRM. This position will evaluate new functionality to ensure that the CRM continues to evolve and improve. This position is also responsible for assessing current functionality and working with admissions leadership to identify processes that require improvement and suggests innovative enhancements and solutions that support admissions goals and initiatives. Provides leadership around implementing new functionality and processes, manages project timelines, engages functional users in testing and building as appropriate and coordinates training plans and training execution. This position will serve as the Admissions contact with the CRM vendor and will act as the admissions liaison with the academic units who utilize the CRM in their admissions and recruitment functions. The Associate Director of CRM Operations will also oversee and project manage any large system updates or implementations related to the CRM. The Associate Director supervises an Assistant Director, Coordinator, and student employees.
The Associate Director of CRM Operations leads the implementation, development and maintenance of the CRM, including:
Coordinate with admissions leadership and functional leads to develop business processes, assess current functionality and processes, and suggest system enhancements in support of office goals and initiatives.
Develop and test new functionality.
Provide leadership for the implementation and training of new functionality and improved processes in the CRM.
Develop data models and reports which support the needs of admissions staff and campus partners.
Maintain data integrity and quality and ensuring accuracy of student records.
Ensure accessibility and security.
Build customized dashboards and analytical reports for admissions staff and campus partners.
Serves as primary contact for CRM issues and questions.
Support admissions staff and campus partners by maintaining day-to-day functionality within the CRM including monitoring the user experience for prospective students and staff, support of event management, admission application support, query and report development, communications support, and workflow maintenance.
Work with the university DSAS team for data uploads into the CRM and data integrations with campus systems.
Work with campus partners, such as Marketing and Communications, to ensure communications are branded and messaged appropriately.
Troubleshoot CRM-related issues and communicating with appropriate staff as needed.
Train admissions staff and campus partners on CRM functionality and features.
Submit service desk requests and serve as technical lead for the vender.
A Bachelor's degree or an equivalent combination of education and experience and at least 6 years of experience from which comparable knowledge and skills can be acquired is necessary
A Master's degree in Education Administration, Student Personnel Administration, Student Affairs, or related area, or an equivalent combination of education and training from which comparable knowledge and skills can be acquired.
Three to four years of experience directly related to the position.
Experience with Slate
Experience with PeopleSoft
Full Time/Part Time
Full-time, benefits eligible
Oepn until filled with an initial review on October 22,2018
Applicants must combine all application materials (cover letter, resume, and list of three references with contact information) into one PDF or Microsoft Word document and upload as a resume attachment.
Limit document name to 50 characters. Maximum size limit is 11MB. Do not include special characters (e.g. /,&,%, etc.)
If you are experiencing technical problems, please call (855) 524-0002.
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Founded in 1929 as the University of Kansas City, UMKC has expanded to three campuses, which house 11 different schools and colleges. We are a great university in one of America’s “smartest cities.” Today, UMKC is Kansas City’s 24th-largest employer, with over 3,500 staff and faculty supporting our more than 14,000 undergraduate, graduate and professional students.
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