Director, Enrollment CRM Systems

The Chronicle Of Higher Education, Inc.; San Antonio (TX); Hybrid; USD 104,000 - 127,000; Full time

Job summary

The University of Texas at San Antonio seeks a Director, Enrollment CRM Systems to lead the CRM ecosystem including Salesforce Service Cloud and Marketing Cloud. You will act as product owner, oversee the CRM team, drive adoption, manage vendors, and partner with enrollment and IT stakeholders to deliver scalable solutions.

Based on a hybrid model, this role emphasizes strategic roadmap development, cross-functional collaboration, and ensuring data security and privacy across enrollment

Qualifications

• Bachelor's Degree required.
• Seven (7) years of related work experience.
• This position requires the ability to maintain the security and integrity of UT San Antonio and its infrastructure.

Responsibilities

• Leads and supervises the CRM (Salesforce) team, ensuring effective lifecycle management of the CRM ecosystem.
• Develops a high-performing CRM team by establishing clear priorities and coaching staff.
• Creates and facilitates a CRM center of excellence across Strategic Enrollment and provides governance for Salesforce.
• Develops and maintains the strategic roadmap for the university's CRM ecosystem and aligns with enrollment priorities.

Education

Bachelor's Degree in a related field

Job description

Director, Enrollment CRM Systems

Location: San Antonio, TX

Regular/Temporary: Regular

Job ID: 15075

Full/Part Time: Full Time

Position Information

The University of Texas at San Antonio (UT SanAntonio) is a nationally recognized, top-tier public researchuniversity that unites the power of higher education, biomedicaldiscovery and healthcare within one visionary institution. As thethird-largest research university in Texas and a CarnegieR1-designated institution, UT San Antonio is a model of access andexcellence — advancing knowledge, social mobility and public healthacross South Texas and beyond. UT San Antonio serves approximately42,000 students in 320 academic programs spanning science,engineering, medicine, health, liberal arts, AI, cybersecurity,business, education and more. With 17,000 faculty and staff, UT SanAntonio has also been recognized as a Top Employer in Texas byForbes Magazine. Learn more online, on UT San Antonio Today or onX, Instagram,Facebook, YouTube or LinkedIn.

Salary Range: Up to $115,000, commensurate witheducation, experience, and qualifications.

Job Type: Full Time

Posting Close Date: Applications will beaccepted through 11:59 PM CDT on the listed close date. At thediscretion of the hiring department, this posting may close once asufficient number of qualified applications have been received.

Required Application Materials

• Resume is required
• Cover Letter is preferred

Job Details

Job Summary

The Director provides strategic leadership,governance, and operational oversight for the university's studentengagement CRM ecosystem, including Salesforce Service Cloud,Marketing Cloud, and related technologies. This position isresponsible for maximizing the value of CRM investments to supportrecruitment, admissions, enrollment, and student engagement goals.The Director serves as the product owner and institutional subjectmatter expert for CRM and related enrollment technologies, leadingplatform strategy, supervising the CRM team, driving user adoption,managing vendor relationships, and partnering with enrollment andinformation technology stakeholders to deliver scalable andeffective solutions.

Core Responsibilities

1. Leads and supervises the CRM (Salesforce) team, ensuringeffective lifecycle management of the CRM ecosystem, includingplatform strategy, system administration, release planning, useradoption, support, reporting, and integration with relatedenrollment products.
2. Develops a high-performing CRM team by establishing clearpriorities, improving operational processes, removing barriers, andcoaching/developing staff to support successful execution of goals.Builds trust and credibility by demonstrating sufficient technicalfluency to engage credibly in platform strategy, technicalproblem-solving, and operational decision-making. Fosters anenvironment where technical expertise is valued and serves as aneffective bridge between technical staff and enrollmentstakeholders.
3. Creates and facilitates a CRM center of excellence across thevarious teams in Strategic Enrollment and provides expertise,governance, strategic guidance and best practices on the effectiveuse of Salesforce and related student engagement technologies.Supports the translations of enrollment goals into productenhancements, business requirements, automation opportunities, andprocess improvements.Creates greater consistency in how teamsuse and adopt the features of CRM (service/case management,campaign tracking, reporting etc.).
4. Develops and maintains the strategic roadmap for theuniversity's CRM ecosystem, ensuring platform capabilities supportenrollment priorities and institutional goals. Identifiesopportunities for process improvement, automation, personalization,and enhanced student engagement through technology while aligningoperational activities with broader enrollmentstrategies.
5. Supports new divisional technology projects that align withbusiness strategy, institutional priorities, and best practices,ensuring successful implementation, adoption, and long-termoperational effectiveness.
6. Facilitates strong cross-functional collaboration, aligningstakeholders around shared goals and outcomes. Functions as astrategic liaison with the IT organization and external vendors toestablish priorities, ensure successful delivery of outcomes, andmaintain strong coordination across allstakeholders.
7. Maintains sufficient knowledge of CRM operations, businessprocesses, and system capabilities to provide direct support duringcritical initiatives, peak operational periods, escalated issues,or other business needs.
8. Analyzes business processes, technical documentation, andsystem capabilities to align enrollment needs with CRM solutions.Serves as a bridge between enrollment teams and IT teams,translating business needs into actionable technical requirementsand ensures technology solutions are delivered effectively and onschedule.
9. Ensures compliance with institutional and industry securitystandards by maintaining robust data security and privacyprotocols, overseeing system documentation, and managing userknowledge bases to support secure and efficient enrollmentoperations.
10. Performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience.
• This position requires the ability to maintain the security andintegrity of UT San Antonio and its infrastructure.

Preferred Qualifications

• Master's degree from an accredited institution
• Eight (8) years of progressively responsible experience intechnology and/or systems to include four (4) years of supervisoryexperience
• Demonstrated experience with the use of student information ERPsystems Ellucian BANNER (preferred experience with configurationand programming for STUDENT and FINANCIAL AID)
• Demonstrated experience with CRM systems (preferred Salesforce,to include administration and configuration)

Knowledge, Skills, and Abilities

• Independent Decision-Making and Problem-Solving
• Verbal and Written Communication
• Microsoft Office Suite
• Strategic Planning
• Project Management
• Collaboration
• Leadership
• Time Management

Technical Expertise:

• CRM administration, configuration, optimization and integration(preferred Salesforce)
• Data integration and API management
• Data analysis and process optimization
• Preferred: Ellucian BANNER - SIS configuration, optimizationand integration
• Preferred: Familiarity with SQL/reporting languages, and basicprogramming concepts
• Preferred: Familiarity with marketing automation platforms suchas Salesforce Marketing Cloud

Process Skills:

• Knowledge on creating process maps, journey maps, requirementgathering
• Preferred: Understands higher education processes that relateto recruiting, enrolling, and graduating students.

Leadership & Management Skills:

• Ability to lead and earn the trust of highly technical staff,engage credibly in technical discussions
• Technology project management (timelines, deliverables)
• Team leadership and staff development
• Vendor management and contract negotiation
• Change management and technology adoption acrossdepartments
• Strategic thinking to align technology decisions withinstitutional priorities

Communication & Collaboration Skills:

• Ability to translate technical concepts for non-technicalstakeholders
• Ability to engage in substantive technical dialogue with CRMadministrators and developers
• Skilled in presenting and influencing decisions acrossdivisions
• Strong collaboration with multiple stakeholders
• Continuous improvement mindset to enhance system capabilitiesand user experience

Working Conditions

• Office Environment. Ability to travel to and from meetings,training sessions or other business-related events. Varyingschedule, extended hours, and weekend and evening hours.

Physical Demands

• Sedentary work; sitting most of the time. Jobs are sedentary,if walking and standing are required, only occasionally. Exerts upto 10 lbs. of force occasional.

This position will work both on campus and remotely inTexas. Travel and parking expenses are the employee'sresponsibility.

This position is contingent upon a successful background check.Verification of a valid driver's license and Motor Vehicle Record(MVR) may be completed as applicable. Applicants selected must beable to show proof of eligibility to work in the United States bytime of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative actionemployer, it is the policy of The University of Texas at SanAntonio to promote and ensure equal employment opportunity for allindividuals regardless of race, color, religion, sex, genderidentity, sexual orientation, national origin, age, disability orgenetic information, and veteran status. The University iscommitted to the Affirmative Action Program in compliance with allgovernment requirements to ensure nondiscrimination.