CRM Architect

Job Summary

The Office of Strategic Enrollment Management (SEM) serves as a trusted partner to Tennessees 13 community colleges and 23 colleges of applied technology to create student-centered enrollment experiences that expand access, increase enrollment, improve retention, and accelerate completion. We do this by helping colleges remove barriers, streamline processes, and deliver a student experience that is accessible, responsive, and aligned with todays workforce needs.

The TBR Office of Strategic Enrollment Management (SEM) is establishing a unit focused on supporting TBR colleges effective use of Slate, a higher education-oriented customer relationship management (CRM) system used by nearly all TBR institutions. This unit of Slate experts will support colleges as they leverage CRM technology to improve processes that shape the student experience. This work aims to reduce administrative burdens while enhancing student outcomes.

The CRM Architect will support TBRs strategic use of Slate to advance both systemwide and individual campus goals and objectives. In doing so, the CRM Architect will identify and leverage systemwide economies of scale in Slate implementation while tailoring Slate use to meet individual campus needs. In collaboration with the CRM Operations Director and the Assistant Vice Chancellor for Student Enrollment and Retention Services, this position manages key functions related to business processes, application processing, and user experience, with a primary focus on optimizing operational efficiency and supporting enrollment and student success initiatives. Specific responsibilities of this position also include leading innovative projects, keeping records of meetings and attendance, documenting CRM process and procedural changes, working with the CRM Operations Director and Office of SEM leadership to identify areas for operations process improvement.

Job Duties

• 80% - CRM / Slate
• Serve as consultant and trusted thought partner with TBR colleges in their work to leverage Slate to enhance business and student processes
• Build and implement standard CRM functions including but not limited to : Forms, Communication Flows, Events, Queries / Reports, Records and Portals
• Investigate and configure Slate forms, communications, events, interviews, portals, workflows, automations, queries, and reports.
• Help institutions document and optimize system workflows.
• Provide support to colleges in their use of Slate to manage enrollment funnel, application, and student success processes.
• Act as point of contact for each institution to assess functional needs for processing.
• Develop and deliver Slate-related documentation and support training across campuses.
• Assist the CRM Operations Director with other CRM tasks as directed.
• Work closely with the others in the Office of Student Enrollment Management and Service Center. - (Essential)
• 15% - Customer Service
• Manage incoming work requests from TCATs and / or community colleges.
• Work cooperatively and effectively with other departments, including the Office of IT in support of Slate and Banner Student database changes and improvements. - (Essential)
• 5% - Other Duties
• A personal commitment, with assistance from TBR leaders, to devote time to growing and developing as a leader and a colleague. Performs additional duties as assigned. - (Marginal)

Minimum Qualifications

Preferred Qualifications

Knowledge, Skills, And Abilities

Physical Demands / Working Conditions

Physical Demands / Working Conditions

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