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Customer Relationship Management (CRM) Analyst

Full Time
  • Full Time
  • Bend, OR
  • $59,000- $66,000/yr, USD / Year
  • Salary: $59,000- $66,000/yr,

Website Central Oregon Community College

Primary Purpose

The CRM Analyst oversees and administers the Customer Relationship Management (CRM) system. This involves ensuring comprehensive tracking of recruits, recruitment activities, student communications, and forms, along with accurate reporting. Job activities include managing CRM operations, customization, and development to guarantee data accuracy and system efficiency. Moreover, the CRM Analyst is responsible for maintaining and executing the college’s recruitment, admission, and continuing student communication plans. This role involves close coordination with on-campus stakeholders and active collaboration with Admissions staff and leadership to enhance recruitment and marketing initiatives.

Essential Duties and Responsibilties

Customer Relationship Management (CRM)
  • Serve as the lead and functional/technical analyst for the CRM including implementation, data analysis, system configurations, reporting, troubleshooting, workflows and user access.
  • Provide leadership and guidance to development of a current student communications plans, supporting end users as needed to ensure process efficiency and effectiveness of communications.
  • Strategize with supervisor and Dean of Enrollment Management to implement a comprehensive CRM communication strategy.
      • Import external recruiting data and export of datasets for departmental needs or reporting
      • Forms, letters, emails, text messages, events, queries, fields, datasets, processing rules, workflows, and population groups.
      • Automated communication plans, including template design, population segmentation, personalization, testing and deployment.Implement, manage, test and maintain major features of the CRM including:
  • Actively review application/system upgrades, release documentation, engage in technical forums and use other resources to gain awareness and knowledge of technical issues, changes and updates. Implement and train on the learned information.
  • Ensure data accuracy, integrity, and security of the CRM.
  • Develop documentation, training material and conduct staff training for CRM.
  • Conduct research and analysis of data to support strategic enrollment planning and prepare necessary reports.
  • Carry out any other assigned duties as required.
Marginal Job Functions
  • Participate in College committees and task forces.
  • Provide support for the Admissions office as needed.
  • Participate in appropriate professional development opportunities and organizations.

Knowledge, Skills and Abilities

Individuals must possess the following knowledge, skills and abilities or be able to explain and demonstrate they can perform the duties and responsibilities of the job, with or without reasonable accommodation, using some other combination of skills and abilities. The individual is expected to follow College work rules and policies.
  1. Ability to work with end users and technical staff to support and enhance technology-based applications.
  2. Ability to quickly gain solid technical and functional knowledge of a broad set of software applications. Specifically used at COCC: Ellucian’s Banner, Argos, Microsoft applications (Word, PowerPoint, Excel, Outlook, Visio), and other enterprise software applications.
  3. Ability to effectively problem-solve issues that affect multiple departments, bringing stakeholders to a reasonable consensus.
  4. Ability to effectively communicate, both verbally and in writing, technical issues.
  5. Ability to identify process workflow problems, analyze results and create resolutions using appropriate resources.
  6. Ability to learn and work with relational databases and reporting software.
  7. Ability to track multiple projects, set priorities, and meet deadlines under pressure and with frequently changing priorities.
  8. Ability to work independently and collaboratively, prioritize workload, analyze problems and determine solutions.
  9. Ability to write effective documentation for various policies and processes, using appropriate tools such as Visio, Camtasia, Snag-it and MS Word.
  10. Ability to ensure data integrity of daily imports via queries or admin tools; coordinate daily data clean-up processes for accuracy and error resolution; and identify and resolve duplicate records.
  11. Ability to manage form, query, rule and report creation/modifications and application updates/mapping. Troubleshoot issues as they arise.
  12. Ability to remain calm in stressful situations, work under pressure, meet deadlines and timetables, maintain attention to detail, and combine multiple tasks simultaneously.
  13. Ability to research, analyze, and interpret technical documentation and resources.
  14. Ability to work effectively in a team environment.
  15. Ability to work cooperatively with and contribute to a diverse workplace through ideas or experience.

Ergonomic Requirements

Working hours are regular generally Monday through Friday between the hours of 8:00am to 5:00pm. Additional hours or schedule changes may be required based on work requirements. Work is performed in an office-type setting, mostly sitting with frequent computer use. All individuals are required to be able to perform the essential functions with or without reasonable accommodation.

Minimum Requirements

  • Bachelor’s degree in computer science, information technology, web technology, communications, marketing or related field.
  • 3 years of similar/relevant work experience with the following:
    • Proficiency in query and web design languages including SQLCSS, and HTML
    • Previous professional experience with customer relationship management systems
    • Data analysis, reporting, and workflow development

Equivalency Statement

The College recognizes the value of skills and knowledge gained outside of formal higher education and paid employment. Applicants who do not meet minimum qualifications but present other qualifications or experience equivalent to those required will be considered and are encouraged to apply. To qualify under equivalency, applicants must indicate how they qualify by responding to the supplemental question presented during the application process.

Preferred Qualifications

  • Demonstrated experience with Technolutions Slate CRM
  • Experience communicating with customers through various electronic, social media and print channels via focused campaigns
  • Experience working in a community college or higher education setting
  • Knowledge of higher education admissions operations, enrollment and support activities, and marketing

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