Director, CRM Implementation

Reporting to and under the guidance of the Associate Vice President (AVP) in Services and Solutions, the Director, CRM Implementation will lead the implementation strategy for Ed Advancement’s Slate CRM solution to ensure the implementation process and experience effectively meets the expectations and needs of the organization and college/university partners.

Serving as the CRM implementation manager, the director is responsible for implementation planning and execution at partner institutions. The Director will collaborate with internal stakeholders to create a framework that examines complex interdependencies between technology and business processes, identifies and assesses enabling conditions, and provides effective change management strategies to maximize Slate adoption. Additionally, the Director will work closely with Ed Advancement functional leads, project management, the technology/innovation hub, and other relevant stakeholders to configure, develop, and deploy Slate CRM in alignment with Ed Advancement’s overall vision and strategy for institutional enrollment management and cross-functional goals.

The Director must demonstrate a strategic mindset, analytical thinking, technical acumen, and innovation skills. The ideal candidate should have significant higher education product experience, including CRM (Slate) functionality, familiarity with a variety of higher education technology systems, strong leadership and motivational skills—with the ability to inspire teams and exceptional organizational and project management skills. We seek a driven and forward-thinking self-starter with a proven track record of creating and adjusting strategies as needed, adapting to a dynamic environment, and excelling in a rapidly evolving organization with an entrepreneurial spirit.

Responsibilities

Implementation Strategy and Stakeholder Engagement:

• Develop and lead the CRM implementation strategy roadmap, including detailed project planning, scheduling, expectations, and risk management with technology providers and partner institutions.
• Identify process inefficiencies and areas for enhancement in partnership management, implementation procedures, and implementation resources; Devise recommendations for and lead resource and optimization development.
• Cultivate relationships with campus leaders and stakeholders, including admissions, enrollment management, and IT, to understand and address operational needs, enhance user experience, and ensure continuous improvement and satisfaction with Slate functionalities.
• Work with software/integration vendors – identifying software enhancements, testing vendor-supplied solutions, understanding new enhancements/what to expect with system upgrades; Conduct institutional needs assessments as appropriate.
• Lead and manage documentation processes and protocols for requirements, development plans, outcomes, and content and training for end users.
• In collaboration with the AVP and other internal stakeholders, create a post-implementation strategy, design and conduct training sessions, and facilitate professional learning opportunities, communities of practice, and other resources for Slate end-users to ensure partner institutions are well-prepared to fully utilize the platform’s capabilities.
• Provide direct campus assistance with CRM implementation/engagement as needed.

CRM Implementation Team Supervision and Leadership:

• Supervise and lead the Associate Director Slate Technology Analyst/CRM Implementation team.
• Provide staff training to establish a clear and consistent approach to institutional engagement, including evaluating and understanding partner institutions’ business processes, requirements, and internal resources to define a customized scope for CRM implementation.
• Outline and document related technology systems and implementation processes, expectations, and responsibilities for the implementation team.
• Monitor activities of the Slate implementation team to ensure progress toward milestones and process alignment with organization and institutional expectations; Establish expectations for consistent project management tracking in alignment with Service Center procedures.
• Provide direct guidance to resolve implementation challenges with sensitivity and flexibility for internal stakeholders and external partners.
• With support from the AVP, problem-solve internal or external escalations related to technology integration, business process configuration, and implementation support/engagement experience.

CRM Development, Performance Tracking, and Reporting:

• Work closely with vendor partners, product developers, and internal teams, including functional, technology, engagement, and implementation leads, to thoroughly understand partner institutions’ needs and configure Slate (or recommend modified business processes) accordingly.
• Work with project management and product/technology teams to Design, develop, and support system interfaces; Define and manage project scope, objectives, risks, and timelines; Re-engineer and streamline processes and procedures; Manage deliverables to meet project goals and partner institutions’ objectives.
• In partnership with data governance and other internal stakeholders, design and create standardized datasets for queries and reporting needs; Provide guidance and support to functional representatives at partner institutions for back-end data queries related to ad-hoc admissions and enrollment requests.
• Continuously monitor system performance, identify areas for improvement, and proactively address technical issues. Conduct regular audits to ensure data integrity and optimal performance.
• Establish procedures and protocols to ensure compliance with data privacy and security regulations, particularly concerning student information in Slate.
• Utilize business intelligence tools and project tracking systems to provide regular reports to internal stakeholders and assist with reports for external entities as needed.
• With input from Service Center leadership, conduct feedback analysis throughout implementation to inform performance reviews and suggest enhancements.

Internal/Cross-Functional Collaboration and Leadership Development:

• Engage in cross-team and departmental meetings to improve collaboration and promote a culture of open communication, coordination, and continuous improvement by sharing insights, gathering feedback, and developing recommendations based on lessons learned.
• Collaborate with engagement managers and AVPs to develop business cases; Collaborate with the engagement and finance team on CRM grant management as required.
• Collaborate with engagement, marketing, technology/innovation hub, and other departments to ensure alignment on messaging and strategy; Support team members as needed.
• Contribute to CRM enhancement and optimize processes by identifying and documenting innovative uses of Slate to support institutional processes and goals; Share insights with the Service Center and Technology/Innovation Hub leadership teams.
• Provide ongoing feedback to Slate’s technical support team and participate in user groups and forums to remain current on new features and best practices.
• Stay abreast of cross-functional CRM higher education trends and developments in the field.

Core Competencies

• Strategic Thinking: Ability to develop and implement long-term strategies that align with organizational goals.
• Analytical Skills: Proficient in analyzing market trends, performance metrics, and customer needs to inform decision-making.
• Project Management: Strong organizational and project management skills with the ability to manage multiple projects simultaneously and balance competing priorities.
• Communication Skills: Excellent verbal and written communication skills for engaging with stakeholders at all levels.
• Relationship Management: Proven ability to build and maintain relationships with internal and external stakeholders through clear communication, active listening, conflict resolution, and emotional intelligence.
• Problem-solving skills: Ability to identify challenges and develop innovative solutions.
• Technical Proficiency: Experience with relevant technologies and tools used in higher education, including CRM (Slate), SIS, database design and management, etc., as well as an understanding of digital solutions and data security and privacy regulations.

Qualifications

• Minimum five years of related full-time professional experience required. A combination of six or more years of experience in relevant roles, such as software implementations, system integrations, database management, strategy development, product management, technology solutions consulting, or project management in a college/university or higher education setting is strongly preferred.
• Experience working with admissions, enrollment management, student success, or advancement units at a public or private not-for-profit college or university; familiarity with federally designated minority-serving institutions (MSIs) preferred.
• Proven track record of leading teams and managing projects, ideally in a cross-functional environment.
• Experience with student information systems and university administrative systems.
• Experience with project management software and task management tools.
• Bachelor’s degree from an accredited college or university is required. Advanced degree in a related field preferred.
• Certification(s) such as project management, product management, strategic management, or industry/technology-specific certifications may be beneficial.
• A demonstrated passion for Ed Advancement’s mission. A self-directed individual with integrity, a positive attitude, and a steady demeanor who thrives in our dynamic environment.

Salary range: $135,000 – $155,000, commensurate with experience.

#J-18808-Ljbffr