Customer Relationship Management (CRM) System Administrator


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Job Title: Customer Relationship Management (CRM) System Administrator

Closing Date/Time: Mon. 12/06/21 4:00 PM Pacific Time

Salary: $60,244.00 Annually

Job Type: Exempt

Location: District Office, 501 N Riverpoint Blvd, Spokane, Washington

Department: DIST Marketing/Public Relations
CCS District Equity Statement 
CCS believes that access to high-quality education in a safe and inclusive environment is the right of all individuals and imperative for the continued advancement of a strong democracy and workforce. We also believe higher education institutions have an obligation to work toward and demonstrate progress in ensuring equity amongst their students, faculty, and staff. Equity is grounded in the principle of fairness. In higher education, equity refers to ensuring that each student receives what they need to be successful through the intentional design of the college experience.

Please be aware that this recruitment closes at 4:00 p.m. PST. The application process will not be available after this time. To ensure consideration make sure your application is completed and submitted as soon as possible. Applications will only be accepted prior to 4:00 p.m. on the closing date. 

The Community Colleges of Spokane is seeking a highly motivated and qualified individual for the position of Customer Relationship Management (CRM) System Administrator) in the Marketing/Public Relations Division. 

GENERAL DEFINITION
Under the direction of the District Institutional Advancement Officer and working collaboratively with outreach and enrollment leaders at Spokane and Spokane Falls Community Colleges (SCC/SFCC), the CRM System Administrator will be the leader in maximizing effective implementation and use of the district’s Customer Relationships Management System.This position will lead ongoing partnership efforts with SCC and SFCC to manage student communications and marketing strategies associated within the CRM, improving communication flows, training and onboarding of CRM users, developing best practices. This will include the development and use of diverse e-communications strategies, and continuous tracking and evaluating the effectiveness of Community Colleges of Spokane (CCS) outreach and enrollment activities.This position will supervise the Enrollment Technology and Communications Specialist and will work collaboratively with the Information Technology (IT) Division to support the operations of the CRM. This position also will engage in strategic district-level student outreach and is a member of the District Outreach Group.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

  • Provide districtwide leadership in the ongoing phased implementation and operation of the TargetX Salesforce CRM system for student recruitment, enrollment and retention. *
  • Establish and maintain strong and positive partnerships with college outreach, admissions, enrollment and registration teams to ensure CRM and District outreach efforts are effective and collaborative. *
  • Work closely with Information Technology to establish and maintain ongoing partnership in the development of a CRM and maintenance of CRM data reporting tools and presentations for CCS leaders. *
  • Develop and provide training for new CRM users; set profiles and security levels, create self-training tools and resources for users. *
  • Build CRM campaigns and communications plans. Write, develop, and execute targeted electronic, print, and text communications to a variety of different audiences. Leverage consumer psychology and targeted marketing to create persuasive communications to ultimately increase enrollment. *
  • Advise District Marketing in its development of outreach materials and marketing to consistently promote CCS. *
  • Work within the website content management system to keep enrollment and outreach content up to date. *
  • Assist with facilitation and coordination of the District Outreach Group. *
  • Develop and implement mass messaging and communication plans for print and web (including Facebook, Twitter, e-newsletters, CRM) to promote enrollment. *
  • In coordination with college outreach teams, assist in planning and participate in large scale events and recruitment opportunities such as: National College Fair, Washington Council for High School-College Relations Tours and WCHSCR Fall Counselor workshops; as well as community, business and regional events and fairs such as: Unity in the Community. Reserve exhibit space, coordinate event staffing, and provide promotional and information materials. *
  • Using the TargetX Salsesforce CRM, and in collaboration with the college outreach directors and special program personnel, develop and assist with targeted outreach initiatives aligned with the colleges’ enrollment management strategies and plans. Provide innovative ideas and solutions. *
  • Develop, implement and manage the CCS initial inquiry response process to ensure prospective student leads are accurately collected and responded to promptly, appropriately and accurately from the appropriate college, division, or department. *
  • Model professional decorum and mutual respect in all personal interactions. *
  • Complies with district policy, procedures and directives, state and federal regulations, orders and statute and collective bargaining agreements. *
  • Support and advance the CCS strategic plan, and perform other duties as assigned. *

*indicates this is an essential duty

COMPETENCIES & OTHER REQUIREMENTS:

REQUIRED COMPETENCIES (MINIMUM QUALIFICATIONS)

  • Bachelor’s degree in communications, marketing, business, education or a related field from an accredited institution. Or an equivalent mix of education and experience that demonstrates the candidate meets all competency requirements for this position.
  • Two (2) years related work experience.
  • Demonstrated experience with effective use of customer relationship management (CRM) software. This should include experience using database software to enter new student or customer inquiries, analyze and evaluate outreach/marketing efforts, and tracking results.
  • Outstanding verbal, written and presentation communication skills demonstrating clarity, organization and a sense of targeting messages to diverse audiences.
  • Demonstrated success and achievement working cooperatively within a multi-unit organizational structure.
  • Outstanding customer service skills, especially as they apply to students and prospective students.
  • Proficiency with diverse software tools including Microsoft Office Suite, CRM, CMS.
  • Acceptance of the responsibility to promote the welfare and best interests of students at all times.
  • A demonstrable understanding and acceptance of the mission, values, goals and objectives of CCS.
  • The ability to perform assigned duties in a manner consistent with applicable laws, regulations and goals of the institution, community and technical college system.
  • Demonstrated commitment to fostering and supporting a teaching, learning and working environment that honors diversity, equity and inclusion.

PREFERRED COMPETENCIES (DESIRED QUALIFICATIONS)

  • Experience with operating TargetX CRM or other Salesforce CRMs.
  • PMP, Lean certification, or equivalent credentials.
  • Knowledge of community college and four-year university admissions, registration and financial aid processes.
  • Knowledge of barriers faced by diverse, low-income, disadvantaged and/or returning adult student populations.
  • Experience in public speaking, teaching or classroom management or career guidance.
  • Experience in marketing communications and promotion.
  • Experience using PeopleSoft software tools.

CONDITIONS/TERMS OF EMPLOYMENT:

TOTAL COMPENSATION $81,545 – $84,612
Total compensation is an estimate based upon adding the following amounts together:

  • Base compensation, plus
  • Current employer-paid health and related benefit contribution rates, plus
  • Median retirement fund contributions. 

The actual total will vary depending upon each employee’s enrollment choices.

Person hired must be able to provide acceptable documentation of U.S. Citizenship or lawful authorization to work in the United States. This is an absolute condition of employment. An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H1-B visa. In addition, the Community Colleges of Spokane maintains a drug-free work environment and prohibits all smoking in the college buildings and state-owned vehicles. Must be able to successfully work in and promote a multicultural work and education environment.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. 
Once an applicant is chosen for an interview, they are required to complete and submit a declaration regarding sexual misconduct and investigation per state law.

Per Governor Inslee’s Proclamation 21-14 (Download PDF reader), state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified at New Hire Intake. Please reach out to Reggie.Eans@ccs.spokane.edu if you need information on a medical accommodation or Grace.Leaf@ccs.spokane.edu if you need information on a religious exemption.

PHYSICAL REQUIREMENTS

  • Work is performed in a normal, temperature-controlled office environment.
  • Work is sedentary in nature.
  • Frequent use of computer and exposure to terminal screens.
  • Visual focus and strain.
  • Work in a semi-open office setting with frequent interruptions and background noise.
  • Work directly with students/clients.
  • Frequent repetitive hand/wrist motions and finger manipulation.
  • Frequent oral and auditory communication with others.

CONDITIONS OF EMPLOYMENT

  • Contract 12-month position.
  • Position is exempt from Fair Labor Standards Act (FLSA).
  • Proof of COVID-19 vaccination.
  • Requires local or regional travel. If using personal vehicle proof of driver’s license and car insurance required.
  • Criminal background check required.
  • Occasional work in evenings or weekends for recruitment events.

REQUIRED APPLICATION MATERIALS:

To qualify for consideration, applicants must meet required competencies and submit a complete application packet, which includes the following:

  • CCS online application.
  • Cover letter addressing your qualifications as applied to the responsibilities of this position. *
  • Comprehensive resume. *
  • Names, addresses, and telephone numbers of three professional references.*
  • College transcript(s) if applicable – unofficial/copies of transcripts are acceptable for initial application, official copies must be submitted upon acceptance of job offer.

NOTE: All of the above are required to ensure your consideration for this position. The item(s) marked with an asterisk are required attachments to your application prior to submission. If you require an accommodation during the application or interview process, please contact HR at CCS.recruiter@ccs.spokane.edu 

Community Colleges of Spokane does not discriminate in its programs, activities and employment on the basis of race, creed, color, religion, national or ethnic origin, age, sex, marital status, pregnancy, parental status or families with children, status as a mother breastfeeding her child, AIDS/HIV or hepatitis C, honorably discharged veteran status, sexual orientation, gender identity or expression, disability, use of trained guide dog or service animal by a person with disability, genetic information or any other legally protected category. Please direct all inquiries regarding compliance with access, equal opportunity and/or grievances to the Chief Administration Officer, Community Colleges of Spokane, 501 N. Riverpoint Blvd., PO Box 6000, MS 1004, Spokane WA 99217-6000 or call 509-434-5037; WA Telecommunication Relay Services (TRS) 1-800-833-6384 or 7-1-1.

Native Land Acknowledgement
We are honored to acknowledge that the Community Colleges of Spokane, and our main campuses for Spokane Falls and Spokane Community College, are located on the traditional and sacred homelands of the Spokane Tribe. We also provide services in a region that includes the traditional and sacred homelands of the Confederated Tribes of the Colville Reservation and the Kalispel Tribe. The CCS Pullman Center operates on the WSU campus and is located on the ancestral homelands of the Palus people and on the ceded lands of the Nimíipuu (Nez Perce) Tribe.

We pay our respect to tribal elders both past and present as well as to all indigenous people today. This land holds their cultural DNA and we are honored and grateful to be here on their traditional lands. We give thanks to the legacy of the original people and their descendants and pledge to honor their stewardship and values.



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