Student Support CRM Specialist-Lte

Description

This position will serve as a "Power User" for WCTC's Retention technology solution and provide analytical support, evaluation correlated student performance monitoring, integrated advising analytics, research support, and data interpretation to identify strategies to improve student success and outcomes. Responsibilities include grant data oversight, information and analytical support for advisement, student outreach and retention, division research, ERP/CRM management, testing, and reporting. This job reports to the Director of Student Success and Engagement.

Characteristic Duties and Responsibilities (include, but not limited to)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1.Manage the daily functions in the College's retention technology solution and monitor system performance and complete CRM system audits to ensure the quality of data collected, performing duplication checks and consolidating data as needed.

2.Collaborate with departments to create student retention and engagement campaigns for departments designed to email, text, call, and meet with students.

3.Develop training manuals, and user guides and design and deliver ongoing, training for administration, faculty, and staff on CRM updates and essential functions of the software.

4.Develop standard and custom reports, including but not limited to a compilation of key performance indicators within the system and the departments utilizing CRM.

5.Work collaboratively with campus units and academic divisions to identify needs, employ best practices in a CRM environment and seek ways to improve processes and maximize utilization.

6.Develop Student Retention scoring tools and formulas to identify high-priority student interventions and develop targeted communications.

7.Work with administration to effectively measure progress toward goals and objectives, report and assess data, and utilize results for continuous improvement of recruitment and retention initiatives.

8.Act as a troubleshooter and point-person for faculty, staff, and other front-end users.

9.Coordinate functional system-related activities including system maintenance, upgrades, functional development and testing, in coordination with Technology department.

10. Other duties as assigned.

Minimum Qualifications

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Understanding of ERP systems (Banner) and Microsoft applications.

• Familiarity with emerging technologies and CRM industry trends.

• Collaborative mindset and creative approach to systems.

• Broad knowledge and understanding of higher education, student success, and retention best practices.

• Project management skills: the ability to successfully manage multiple projects at any one time while maintaining high-quality standards.

• Effective interpersonal communication skills - oral, written, technical and non-technical information, and listening.

• Strong customer service skills, working with individuals from diverse backgrounds.

• Ability to establish and maintain positive working relationships with internal (staff, management, personnel) and external contacts (clients and vendors).

• Ability to work independently, as part of a team, and/or with minimal supervision.

• Ability to manage time and organize work.

• Ability to work on several projects simultaneously.

• Ability to attend closely to detailed work, completing and maintaining a high level of accuracy.

• Intermediate level of proficiency with computer software applications such as word processing, spreadsheets, databases, presentations, and/or publishing.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Associate or Bachelor's degree in Information Systems, Statistics, Mathematics, Applied Research, Data Analytics, Business Analytics, Education, Counseling, Social Work, or a related field.

• Experience in data and statistical analysis, data mining, and reporting to improve processes required.

• Experience in student development/engagement, academic advising, early alert intervention, and working with students from diverse backgrounds.

• Experience in Enterprise Resource Planning (ERP), Customer Relationship Manager (CRM), or database systems is required.

• Experience with grant reporting and report writing tools (e.g., Cognos, Hyperion, Crystal Reports) preferred.

Supplemental Information

This job reports to the Director of Student Success and Engagementand is available to start immediately.

This position is a Limited-Term Employment (LTE), 40 hours per/week position, with an end date of June, 30 2025.

Typical hours will be Monday through Friday, 8:00 a.m. to 5:00 p.m.

All applicants must submit a completed application along with a current resume and cover letter.

Position is opened until filled.

Interviews

Selected candidates will be invited for an onsite interview, to be determined.

WCTC offers a wide range of outstanding benefits. Benefits include, but not limited to:

• Competitive compensation

• Comprehensive Benefits Package including health, dental, vision, life, long-term disability, supplemental life, flex spending accounts, and much more

• Generous time off and holiday schedule

• Eligibility in the Wisconsin Retirement System (ETF)

• Opportunities for professional growth and development (including tuition reimbursement, tuition waiver)

• Well-being activities to support personal and professional well-being

• Collaborative and supportive team environment