Customer Relationship Management (CRM) Coordinator, Enrollment Management

Customer Relationship Management (CRM) Coordinator, Enrollment Management (Open)

The CRM Coordinator operates and manages UBalt's customer relationship management software (CRM). This includes coordination of Target X and Salesforce systems with UBalt's Peoplesoft student information system. UBalt's CRM supports the recruitment and enrollment of students through the management of data exchanges between systems, application processing, and data integrity. This position supports the activities of the recruitment team, on-campus and virtual events, and recruitment and enrollment communications. Uses the functionality of CRM to create records and reports that enables the management of a prospect through enrollment as a part of managing the enrollment funnel. This role will initially be fully on campus, with up to three days of telework possible with supervisory approval.

Responsibilities:

• Responsible for introducing, supporting, and communicating with prospective students through the coordination and management of multiple systems that support on-campus events, recruitment travel and major communication initiatives through mail, email and SMS channels. Monitors and recommends operational standards and best practices.
• Works collaboratively within the Division of Enrollment Management (EM) and with key enrollment related offices, e.g. Office of Financial Aid, Records and Registration, Student Support and Success, Bursar, UBalt School of Law etc. to distribute and collect data used to inform admission communication flows, application processing, inquiry management, recruitment travel and events, and enrollment; especially as it pertains to search campaigns (and securing prospective student data), lead development, generation and qualification, and application generation and completion.
• Ensures optimal CRM integration for systems used by UBalt Admission and enrollment related offices. Recommends changes to enhance utilization of the CRM systems and database. Works with internal and external platforms and maintains a presence within related user communities and professional development groups on behalf of UBalt EM. Researches best practices for ongoing support, instruction and training on functionality and integration. Provides leadership related to the creation of CRM processes, standards, and documentation for optimal system usage. Participates in system and data change management and ensures compliance with these in the division. Creates, maintains, and provides training to EM and related staff on CRM business processes.
• Oversee utilization of the CRM system to effectively deliver timely, comprehensive, and integrated marketing communications at every stage of the enrollment funnel to prospective students and those who serve the college bound students, while working to automate processes requiring collaboration across the division and campus-wide including mass and segmented outreach across all media including on-campus and virtual events, tele-counseling, email, web, text and print initiatives.
• Develop, implement, and manage optimal queries/reports and serve as a liaison to campus-wide CRM data recipients. Ensures UBalt is current on upgrades to the CRM and works with EM leadership to communicate new benefits and/or reasons to opt- in or out of such upgrades. Assigns, modifies, and deletes user accounts and resolves security access problems in coordination with IT. Maintains the integrity and security of the CRM system.

Minimum Qualifications:

• Bachelor's degree
• Three years of progressively responsible experience working in higher education, preferably in an admission office.

Preferred Qualifications:

• Experience with a CRM (Salesforce preferred), PeopleSoft Campus Solutions 9.2, business process design, data analysis, Target X, Demand Tools, Image Now, Informatica, and/or like tools.

Required Knowledge, Skills and Abilities:

• Management of complex systems to store, organize, and use admissions enrollment information.
• Knowledge of and ability to use specialized systems such as Salesforce CRM. Knowledge of higher education recruitment, marketing and communication strategies.
• Functional experience in the implementation, redesign or improvement of systems and operations, preferably in higher education.
• Organized and analytical management skills the ability to quickly learn new concepts, systems, and techniques.
• Ability to communicate clearly, concisely, and think analytically to problem-solve is required.
• Experience building automated reports and dashboards within a CRM system environment is highly desired.
• Experience with student Information systems, including development, deployment, maintenance, operations, and support.
• Strong commitment to continuous process improvement and customer service. Initiate new projects and work with minimal supervision. Prioritize and handle multiple deadlines and projects.

We offer a competitive benefits package, including health, life, prescription, and dental plans, tuition remission benefits, paid leave (22 days of annual, 15 days of sick, 3 days of personal, and 14-15 holidays) and retirement plans with employer contributions.

The University of Baltimore ("UBalt" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/ADA Compliant Employer & Title IX Institution.