CO Online CRM Specialist

About the role

CCCS is hiring a new Colorado Online CRM Specialist. We are looking for a problem solver who loves analyzing data. If you’re skilled at utilizing Customer Relationship Management (CRM) software and translating technical processes into functional processes, we encourage you to apply!

In this role you will provide functional administration, configuration, reporting, and user support for the Colorado Online recruitment Customer Relationship Management (CRM) software.

Working with the Colorado Online Student Engagement Manager, Enrollment Specialists, System Marketing and Communications, Information Technology, and college stakeholders, this position develops and maintains CRM workflows, communication plans, dashboards, event tools, data-quality practices, and user resources that support prospective students from inquiry through college handoff.

The CRM Specialist serves as the functional CRM expert for Colorado Online recruitment operations, ensuring consistent student communications, efficient business processes, accurate prospect and applicant data, and actionable reporting to support student engagement, recruitment success, and enrollment growth across CCCS.

Duties & Responsibilities

• Serve as the functional CRM administrator for Colorado Online recruitment processes, including workflow configuration, communication-plan setup, form updates, data-quality monitoring, reporting, and user support. Escalate technical defects, integrations, access provisioning, security, and system-level configuration issues to Information Technology or the appropriate system administrator.
• Configure and maintain CRM processes supporting Colorado Online recruitment operations.
• Update forms in the CRM tool (inquiry form and application).
• Troubleshoot functional CRM issues and escalate to IT when technical intervention is needed.
• Maintain data integrity using built-in tools and available software.
• Document CRM procedures and business processes.
• Create and manage automated workflows, including sending applications to the Student Information System (SIS), duplicate detection, and creating and managing other requested workflows from the Enrollment Specialists. Troubleshoot any workflow issues within the CRM (outside of IT). Collaborate with the Enrollment Specialists to build, maintain, and update CRM communication plans, templates, lists, and student-facing messages for centralized Colorado Online recruitment.
• Collaborate with System Marketing and Communications, the Student Engagement Manager, and the Enrollment Specialists to ensure recruitment communications are accurate, timely, accessible, and aligned with Colorado Online messaging standards.
• Build and maintain dashboards and recurring reports that track inquiry, application, admission, enrollment, census, and other recruitment-funnel measures, such as Key Performance Indicators (KPIs).
• Monitor CRM data quality, workflow performance, communication-plan accuracy, and funnel progression to identify process gaps, bottlenecks, and opportunities for improvement.
• Provide data and analysis to the Colorado Online Student Engagement Manager & Team Lead, Student Affairs leadership, and project stakeholders to support recruitment strategy and operational decision-making.
• Bachelor's degree. An equivalent combination of education and experience may substitute for the degree.
• Two years of experience using, configuring, supporting, or administering a CRM, student information, marketing automation, or related enterprise system.
• One year of experience supporting recruitment, admissions, enrollment management, student affairs operations, marketing, customer relationship management, or related business processes.
• Experience creating or maintaining automated workflows, communication campaigns, forms, lists, templates, reports, or dashboards.

Competencies/KSAs

• Knowledge of higher education recruitment, admissions, enrollment management, student onboarding, and student engagement practices.
• Knowledge of CRM communication plans, workflow automation, data-quality practices, and reporting tools.
• Knowledge of applicable state and federal laws and policies related to student privacy, particularly FERPA.
• Proficiency in Microsoft Office products, including Excel, Outlook, Word, and Teams.
• Strong analytical, problem-solving, decision-making, and reporting skills.
• Ability to translate business needs into functional CRM workflows, reports, communication plans, and user resources.
• Ability to analyze business processes and recommend improvements that enhance efficiency, consistency, and the student experience.
• Ability to train and support users with varying levels of technical experience.
• Strong written and verbal communication skills.
• Strong interpersonal skills with the ability to communicate complex information with respect, professionalism, patience, empathy, and tact.
• Ability to collaborate effectively across Student Affairs, Marketing and Communications, Information Technology, colleges, and other stakeholders.
• Strong organizational skills and ability to manage multiple priorities, deadlines, and details.
• Ability to learn new technologies and adapt to changing business needs and processes.
• Commitment to student-centered service, diversity, inclusion, integrity, and ethical behavior.

College Advertising Details

• The Colorado Community College System is the state’s largest provider of higher education and workforce training, consisting of 13 colleges and over 35 locations across the state, educating approximately 130,000 postsecondary students annually.
• In addition, we train more than 4,000 Coloradans each year through customized employer training programs and coordinate delivery of career and technical education (CTE) programs to over 165,000 K-12 learners annually.

Our mission is to provide accessible, responsive learning environments where students can achieve their educational, professional and personal goals in an atmosphere that embraces academic excellence, diversity and innovation. We are an organization that encourages individuals to bring their whole selves to work.

Work Location/Travel Expectations

• CCCS offices at 9101 E Lowry Blvd., Denver, CO 80230.
• Occasional in-state travel to CCCS colleges is required.
• Alternative work arrangements, including flexible schedules and hybrid-remote work may be available. All work must be completed in the state of Colorado.

Additional information

Note: per the Colorado Job Application Fairness Act, an applicant may redact information from their resume, cover letter, and/or transcripts that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. If your position requires us to review an official transcript, without redacting, we will request one as part of our conditional offer process. In order to evaluate work experience against established requirements for positions, we are still requesting dates of service (month and year) for positions in the applicant’s work history.