CRM Training & Support Specialist

Western Technical College is a preferred employer in the 7 Rivers Region and is committed to providing a safe and respectful workplace for all co-workers. We are looking for individuals who are passionate about helping others learn, dedicated to serving students, and committed to the principles of equity and social justice. Western believes that serving the full breadth of our student and co-worker populations requires cultural competency and enthusiasm for diversity of all kinds. We recognize the intersectional nature of discrimination and are committed to counteracting these biases and eliminating the effects they have had on our students, co-workers, and communities. If you are a motivated individual who can contribute to excellence in teaching, learning, social justice and equity, please consider this employment opportunity at Western.

Summary of Position: Responsible for providing training and support to CRM users throughout the student life cycle. This includes working with users to determine business and data needs, ongoing maintenance and upgrade support, serving as the liaison with IT. Create communication templates and campaigns, events, reports, and troubleshoot user questions. Oversight and management of the online application and application portal. Data manipulation, monitoring and validation.

This is a hybrid eligible position that would allow for 1-2 days a week working from home after the training period.

1. Maintain and uphold the College values of Learning, Excellence, Accountability, Diversity, Student Success, Teamwork, Integrity, and Respect. Regular attendance is required.

2. Perform office function's which may include, but are not limited to: respond to internal/external customers and staff; create and modify documents, records, and reports using College standard software; maintain hard copy and/or electronic filing system; monitor inventory and budget information; schedule, coordinate, and prepare materials for meetings and/or appointments.

3. Complete all required College training and responsible for maintaining the skills necessary to complete the essential functions of the position as defined by the department.

4. Student Success is the cornerstone of Western's culture and the college may assign employees as needed to other areas or additional duties to foster this success.

5. Technical Support and Analysis - Supporting Action/Task May Include:

• Serve as Project Manager for CRM team; create timelines and maintain project lists
• Monitor, triage, respond to and fulfill user requests in a timely manner; troubleshoot issues for users and students
• Responsible for development, documentation and updating of technical maintenance calendar for all CRM functions
• Lead research, implementation, and user maintenance of TargetX products; responsible for monitoring and troubleshooting Twillio SMS System
• Track and analyze CRM requests to identify trends and quantify work done by CRM team.
• Serve as liaison with users, IT and CRM team; support CRM team with communication, event, report and dashboard development.

6. Training - Supporting Action/Task May Include:

• Create and maintain user manual and all training documents, including documentation on note taking and how to comply with privacy and FERPA requirements
• Develop training standards, design and lead training program for CRM users and evaluate effectiveness of training program; lead team of college wide staff to serve as CRM training liaisons for their units
• Design mini-training sessions and best practices promotion to enhance user knowledge to assist staff to better use the CRM to achieve organizational goals

7. Data & Report Management - Supporting Actions May Include

• Develop reports that support the Student Life Cycle and enrollment management goals
• Analyze data needs and create dashboards and reports; update by term/year and ongoing maintenance
• Import and manipulate data from various lists using Validity Demand Tools
• Monitor data to ensure data integrity

8. Application Management - Supporting Actions May Include:

• Manage and provide updates to all aspects of the online application and online application dashboard/portal; provide solutions to business process requests; create custom applications
• Perform all functions for end of term applications and waitlist management; provide suggestions on process redesign
• Create and maintain decision letters; suggest enhancements

Minimum Qualifications:

• Associate Degree in related field OR
• Education in related field combined with appropriate occupational experience in related field totaling 2 yrs. OR
• Occupational experience in related field totaling 2yrs.

• 2 years experience

This position reports to: Director - Enrollment Services

Starting salary range based on education and experience: $23.61 - $29.70

This is a hybrid eligible position that would allow for 1-2 days a week working from home after the training period.

Applicant review will begin: Monday, January 6, 2025

Start Date of: February 2025

Copies of Transcripts from regionally accredited colleges or universities are acceptable during the application process (originals will be required upon hire)

Western is accredited by the Higher Learning Commission. Our mission is to provide relevant, high quality education in a collaborative and sustainable environment that changes the lives of students and grows our communities. Western is committed to providing a safe and respectful workplace for all employees.

An Equal Opportunity/Access/Employer And Educator

Western Technical College is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution in the provision of its education and employment programs and services. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status. Reasonable accommodation will be provided in the job application process to enable a qualified applicant to have an equal opportunity to be considered for a job as is provided to all Western employees. If you want to request an accommodation please contact the EEO/AA Compliance Officer at (608)785-9274.

Non-Discrimination Notice

Western Technical College, in compliance with state and federal law, does not discriminate on the basis of age, race, color, national origin, disability, marital status, sex, including sexual orientation and gender identity, veteran status, genetic testing or other legislated categories in employment, admissions, programs, or activities. Western prohibits retaliation against any individuals who bring forth any compliant, orally or in writing, to the College or government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination. Western provides assurance that lack of English reading/speaking skills will not be a barrier to admittance and participation in the College. General inquiries regarding the College's non-discrimination policies may be directed to:

John Heath
Director of Human Resources
Western Technical College
111 7th Street North
La Crosse, WI 54601
608-785-9464
WI Relay: 711