CRM Specialist

CRM Specialist

The Marketing & Communications Department is recruiting for one full time CRM Specialist. This position supports the CRM Administrator in the coordination, development, and administration of the College's customer relationship management CRM system.

About Our Institution

Victoria College (VC) is a vital public community college located in Victoria, Texas and has been a respected community partner in the Crossroads region since 1925 and continues to offer quality, affordable educational opportunities to help our students achieve their dreams. VC offers a variety of high-quality associate's degrees and transfer programs, preparing students for success in their chosen fields. The college fosters a close-knit community, serving approximately 7,100 students across diverse backgrounds and learning styles, including full-time, part-time, online, veterans, and adult learners. VC features five academic divisions:

• Academic Support & Student Success
• Allied Health
• Career & Technical Education
• Arts, Humanities, & Social Sciences
• Science, Mathematics, Engineering, & Physical Education

Additionally, VC offers various programs through the Academy of Lifelong Learning, catering to the educational needs of the community.

Living in the Area

Victoria, a charming city with a population of around 67,000, provides a welcoming and affordable environment. Residents enjoy a variety of benefits, including diverse culinary experiences, a rich cultural scene with museums and art galleries, and ample opportunities for outdoor recreation. Victoria boasts over 50 parks and green spaces, including Riverside Park and Spring Creek Greenway, offering scenic walking and biking trails. The city is well-connected with regional transportation networks, including Victoria Regional Airport and multiple bus services. Victoria's cost of living is significantly lower than the national average, making it an attractive option for students and families alike.

Duties & Responsibilities

1. Provides support in the administration and maintenance of the College's CRM system, ensuring system integrity and security
2. Assists in configuring the CRM system based on College-specific requirements and best practices to support student recruitment, retention, and engagement efforts along with other strategic priorities
3. Collaborates with supervisor and various stakeholders to help optimize system functionality and streamline processes
4. Assists with development and implementation of best practices, guidelines, and procedures for CRM system usage
5. Assists with data integration and synchronization between the CRM system and other college systems, ensuring data consistency and accuracy
6. Assists with monitoring data quality, identifying and resolving data discrepancies, and data cleansing initiatives
7. Serves as a resource for CRM-related inquiries, troubleshooting issues, and resolving user concerns
8. Conducts testing of CRM features and integrations to ensure proper functionality and data accuracy
9. Manages daily CRM operations including the creation and scheduling of email and SMS communications, task creation, and maintenance of conversation settings
10. Develops and implements clear, concise, and effective communication campaigns tailored to targeted audiences
11. Serves as a liaison with the CRM vendor to coordinate feature requests, report bugs, and ensure timely issue resolution.
12. Participates in developing and delivering training and resources to educate users on CRM system functionality, data entry, and reporting capabilities and requirements
13. Assists with creating user documentation and FAQs to assist users in utilizing the CRM system effectively
14. Assists with developing and generating reports, dashboards, and data visualizations to monitor key performance indicators, provide actionable insights, support decision-making, and inform strategic initiatives
15. Assists stakeholders with leveraging CRM system capabilities
16. Assists with system audits and upgrades
17. Collaborates with supervisor, vendors, and internal Technology Services Department to resolve technical issues and implement system enhancements
18. Maintains confidentiality of information
19. Performs other related duties as assigned

Qualifications

• Bachelor's degree in computer information systems or related field, or associate degree and five years of relevant employment experience, required
• Three years of related experience, preferably at a community college
• Knowledge and experience with Student Information Systems (SIS), Customer Relationship Management (CRM) systems, and similar products preferred
• Excellent problem-solving skills with the ability to understand complex problems and apply practical solutions as well as troubleshoot and resolve technical issues
• Strong understanding of data management principles and experience with data integration
• Strong understanding of database concepts and data management best practices
• Strong attention to detail and commitment to data accuracy
• Excellent interpersonal, written, and oral communication skills
• Ability to understand, interpret, and effectively communicate complex information to target audiences
• Ability to meet deadlines and multitask
• Ability to work independently as well as part of a team in a fast-paced academic environment while maintaining strong customer service skills
• Ability to work a flexible schedule, including some evenings and weekends
• Willingness to travel to other College locations, conferences, etc. on an occasional basis
• Experience implementing technology and training users
• Demonstrated proficiency in building queries and using conditional logic to build workflows and targeted communications

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle controls, key pads, etc. Will be required to sit and reach with hands and arms as well as, sit, stand, walk, push, pull, bend and stoop while lifting boxes of files and displays. The employee will seldom lift and/or move up to 30 pounds while loading office supplies, displays and paper. Specific vision abilities required include close vision, some color vision, and the ability to adjust focus from documents to computer screen. Hearing of light to moderate sound is required by this job. The noise level in the work environment is usually moderate.

Benefits

The following benefits apply to all full-time positions scheduled to work 30 hours or more each week. These full-time positions are also eligible to participate in our TRS retirement plan. Victoria College offers an excellent benefit package for eligible employees that includes group insurance as well as a generous amount of paid time off: Group Insurance Health insurance

• Full-time employees: 100% VC paid; employee pays 50% for dependents
• Coverage for the new employee/dependents is effective on the 1st of the month following a 60-day waiting period

• Optional benefits – available at group rates
• Coverage for the new employee/dependents is effective on the 1st of the month following hire date
• Flexible Spending Accounts – health and dependent care
• Dental
• Vision
• Term Life
• Short and long-term disability
• Accidental death & dismemberment
• As an added benefit, Victoria College issues a credit of up to $30 each month to full-time employees to help offset the cost of premiums

• Supplemental benefits – offered through Globe Life Retirement
• Participation in the Teacher Retirement System is mandatory (ORP option for eligible employees)
• Currently, the employee contribution is 8.25%. The state and Victoria College, together, contribute 8.25%
• Social security is deducted each pay period
• Payroll deduction for 403-b and 457 deferred compensation plans are available

• Other Benefits
• Workers compensation insurance
• Direct payroll deposit
• Tuition waiver for benefits eligible employees and their dependents through age 25
• Use of the Sports Center which includes treadmills, rowing machines, exercise classes, etc.
• Technology training

• Paid Time Off
• Vacation for eligible employees (does not apply to faculty positions). Effective 90 days after start date
• Full-time employees: 80 hours up to 10 years of service then 12