CRM and Communications Coordinator - Oakton Community College
Oakton Community College
Location: Des Plaines, Illinois
Internal Number: 151788
Location: Des Plaines, IL Category: Staff Posted On: Thu Aug 11 2022 Job Description:
Basic Function and Responsibility:
This position supports the College's Customer Relationship Management (CRM) platform by providing day-to-day management of the CRM functionality to include applications, document management, data uploads, queries and reporting, communications, event management, user training, and system integrations. In addition, this position will have a focus on enrollment related communications with students - especially those facilitated through the CRM.
Characteristic Duties and Responsibilities:
Provide end user training and support, to include managing user accounts, profiles, permissions, and onboarding new users.
Perform system configuration, maintenance, enhancement, and quality control for all CRM and communications processes. Partner with IT and relevant departments as necessary.
Work closely with IT for integration of student information data systems between the CRM (Target X/Salesforce) and Ellucian Banner, Campus Logic, Hyland OnBase, and other platforms.
Create and maintain comprehensive documentation for all processes in CRM (Target X/Salesforce), and data integration between CRM (Target X/Salesforce) and other systems.
Identify, collaborate, and incorporate new CRM (Target X/Salesforce) functionality and enhancements; to include timelines, testing, documentation, and execution of a training plan.
Maintain and execute an Enrollment communications flow/calendar and ensure adherence to timelines. Partner with relevant departments in development of communication flows.
Collaborate with various departments to aid in achieving operational objectives by studying business functions and promoting operational efficiencies using CRM technology.
Develop and prepare reporting tools for Enrollment Management and Student Affairs departments. Prepare statistical reports for application and enrollment data. Create reports measuring the performance of communications tactics and suggest appropriate action to improve or alter tactics based on data.
Assist with continuing assessment and evaluation of CRM performance/usage. Provide recommendations to enhance the user experience in the platform.
Partner with Marketing to translate and leverage marketing data and analytics to inform, segment, personalize and optimize CRM campaign strategy.
Responsible for CRM data import for all internal and external systems and vendors.
Develop and maintain an annual communications audit.
Be an active member of the Target X/Salesforce community, to include but not limited to; attend the annual Target X Summit conference, webinars, and other professional development opportunities.
Perform other job-related duties as assigned.
Qualifications and Working Conditions:
Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge and skills can be acquired is necessary.
A high level of interpersonal and communication skills and the ability to deliver services in an environment where there is an emphasis on customer service are required.
Ability to give and receive advice and opinions and interact with individuals in situations requiring sensitivity and tact.
Must be detailed oriented and have strong organizational skills.
Ability to mentally attend and visually concentrate on a significant amount of meticulous work.
Intermediate word processing (Microsoft Word preferred), intermediate spreadsheet application (Microsoft Excel preferred), and beginning presentation application (Microsoft PowerPoint preferred) skills are required.
Periods of time spent sitting, standing, walking kneeling, bending and stooping. Work is performed in a general office environment. Little or no exposure to adverse working conditions.
Functional supervision is received from the Manager of Admissions Operations. Administrative supervision is received from the Director of Admission & Enrollment.
Functional supervision may be exercised over student employees.
For 50 years, Oakton Community College has been the setting where thousands begin or continue their college or career studies. Educating people of all ages, from all walks of life and from more than 40 nations, Oakton focuses on improving the quality of life for everyone who enters its doors.