New

Director of CRM Training and Change Management

University of Texas at Dallas

$80,000 DOQ

medical insurance, dental insurance, vision insurance, paid time off, paid holidays, retirement plan, remote work

United States, Texas, Richardson

Mar 05, 2025

Posting Details

Posting Number	S06251P
Position Title	Director of CRM Training and Change Management
Functional Title	Director of CRM Training and Change Management
Department	Graduate Education
Salary Range	$80,000 DOQ
Pay Basis	Monthly
Position Status	Regular full-time
Location	Richardson
Position End Date (if temporary)
Posting Open Date	03/05/2025
Posting Close Date	03/31/2025
Open Until Filled	No
Desired Start Date	04/01/2025
Job Summary	The Office of Graduate Education ( OGE), in collaboration with the Office of Institutional Success and Decision Support ( OISDS), seeks a Director of CRM Training and Change Management for Graduate Education reporting to the Assistant Dean of Graduate Education in OGE with an indirect reporting relationship to the Assistant Vice President for Institutional Success Technology in OISDS. This position will lead the execution of a training and change management strategy and capacity-building initiatives for faculty and staff that support the university's graduate enrollment and retention strategic priorities using UTD's CRM technology solution. This staff member will lead innovative ways to transform existing business processes including support to program heads, faculty, and staff involved in graduate admissions application reviews and processing. In addition, this person will be responsible for working in Salesforce Education Cloud and Marketing Cloud platforms, guiding the use of Blackthorn Event Management and SMS while promoting adoption of the platform by campus stakeholders engaged in activities for graduate students. This staff member will also work closely with the OISDS CRM Technology Team to recommend, design and deploy platform changes and new functionality as identified by campus users.
Minimum Education and Experience	Bachelor's degree and 5 years of related progressive experience.
Preferred Education and Experience	Master's degree in related area from an accredited university preferred with five to seven years of experience in higher education supporting student-serving units within a college or university environment or an equivalent combination of education and experience. Experience working with graduate students in admissions, advising, or student success related unit. Experience leveraging technology solutions and data and analytics tools to support student success outcomes in education. Experience developing and implementing training and professional development strategies for faculty and staff on the use of technology to support student success and high-impact practices that support student enrollment and graduation, including utilizing learning management systems or content creation applications for training. Experience working with Salesforce Education Cloud and/or Marketing Cloud or other CRM solutions in higher education. Required Skills and Abilities: Ability to develop trainings and programs with well-defined learning outcomes. Ability to communicate and present information clearly and effectively via written and verbal methods to faculty, staff, and all other stakeholders. Specifically, this position requires high quality communication and customer service skills and a student-centric and empathetic approach to working with staff, faculty, and student leaders to maximize the CRM. A successful candidate will possess excellent interpersonal skills, including the ability to work with people from different cultures and backgrounds. A proven track record of collaboration with internal and external stakeholders and cross-functional teams to support student success. Ability to work independently and successfully manage multiple projects and initiatives. Extensive experience conducting efficient meetings with individuals and groups, significant experience coordinating multiple projects with high levels of autonomy, addressing multiple issues at one time, and working in a fast-paced environment while providing excellent customer service. Experience working with PeopleSoft, Microsoft Office Suite, including PBI, Qualtrics, and Blackboard software applications preferred.
Essential Duties and Responsibilities	Develop and deploy training and change management strategies that align with the enrollment and graduation priorities of the University and the Office of Graduate Education leveraging the CRM Salesforce Education Cloud and Marketing Cloud functionality. Develop and deploy general CRM Salesforce Education Cloud and Marketing Cloud graduate student success related training for campus users. Develop and deploy job-specific training activities for campus users who work with graduate students, including faculty and staff who manage admissions application processing and reviews. Develop an onboarding training process to orient staff and faculty with job duties related to graduate student admissions and student success. Work with OISDS CRM Analysts to provide training and support for campus users on reporting, data analytics, and dashboard development in Salesforce. Collaborate with OGE staff, program heads, and other campus stakeholders to develop and implement continued process improvements that streamline the graduate admissions application processing and ensure compliance with relevant university policies, Regents' Rules and Regulations of The University of Texas System, and relevant federal and state statutes. Support the Office of Graduate Education on the development of Student Success Action Plans, Marketing Cloud journeys, campaigns, and broadcast communications targeting graduate students in collaboration with the CRM Technology Team and other campus stakeholders. Collaborate with OISDS CRM Analysts to maintain documentation of operational processes and develop resources for campus users including job aids, manuals, onboarding checklists, and other related items. Collect feedback from users on system enhancements, future solutions, and to troubleshoot issues for the OISDS CRM Technology Team. Convene Communities of Practice and user groups (e.g., faculty advisors, academic support coordinators, faculty admissions committee members) to share best practices and to develop process improvement recommendations related to the use of Education Cloud and Marketing Cloud for graduate student enrollment and success. Serve on university committees and working groups focused on graduate student success. Address and escalate issues as needed.
Physical Demands and Working Conditions	Must be able to remain in a stationary position for long periods of time. The person in this position must occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery.
Physical Activities
Working Conditions
Additional Information	Remote Notice: After the probationary period, this role may be eligible for a hybrid (partly remote/partly in office) work schedule, subject to business need and manager approval. May be required to use personal computer and other standard office equipment. Must be located within the DFW Area and have the ability to be on campus with 24 hours of notice. A UT Dallas Remote Work Agreement will be required within 14 days after approval. What We Can Offer UT Dallas is an Equal Opportunity Employer with an employee-friendly and supportive work environment. Our comprehensive compensation and benefits package that is effective as of your hire date includes: Competitive Salary Tuition Benefits Internal Training BCBS PPO Medical insurance - 100% paid for full-time employees PPO and DHMO Dental Insurance Plan - PPO plans include ortho benefits Vision Insurance Long and short-term disability TRS Retirement Plan - defined benefit plan offering lifetime annuity upon retirement Voluntary Retirement Plan Options - additional savings opportunities with Tax-Sheltered Annuity Plans and Deferred Compensation Plans Dental/Vision/AD&D Paid time off Paid Holidays Paid Winter Break Fertility Benefits Remote Work Options - approved by department All UT Dallas employees have access to various professional development opportunities, including a membership to Academic Impressions, LinkedIn Learning, and UT Dallas Bright Leaders Program. Visit https://hr.utdallas.edu/employees/benefits/ for more information. If you are looking for a rewarding career opportunity with great benefits? Look no further! Join our team!
Special Instructions Summary
Important Message	1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public. 2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the *ADA Coordinator* . For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.