CRM Analyst - Digital Learning - UTK

University of Tennessee•Knoxville, TN

2d•Hybrid

About The Position

The CRM Analyst designs, builds, and maintains data for automated, student-focused communications in Technosolutions Slate as well as provides back up administration support for the platform. This role owns the flow, quality, and application of student data that powers every communication touchpoint. The incumbent designs and optimizes source formats and automated imports/exports, builds highly targeted populations with configurable joins, helps governs preference and consent data, and assists with maintaining the overall underlying online student data model built in Slate. Position supports data quality efforts including basic query / reporting functions and serves as a secondary administrator for the overall platform.

Requirements

Associate's degree in a related field or equivalent related experience.
2+ yrs hands on Slate experience including use of configurable joins, rules, populations, and queries/reports
Knowledge of Slate modules, especially Deliver, Populations, Rules & Automation, and Queries
Skill in writing advanced SQL within the Query Tool (Configurable Joins, calculated fields, window functions) for segmentation and data hygiene.
Ability to architect populations, rules, and delivery windows to support large-scale drip campaigns.
Knowledge of Slate SMS setup, opt-in compliance, and credit management.
Strong understanding of data privacy laws (FERPA, GDPR) and opt-in/consent frameworks.
Analytical mindset; able to translate raw data into dashboards, narrative insights, and actionable recommendations.
Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Nice To Haves

Bachelor’s degree in related field
Higher Education Experience
Slate certifications
Slate Certified, Professional and Fundamentals
Knowledge of higher education communication cycles and student lifecycle marketing best practices.
Skill with BI tools (Tableau, Power BI) or Python for advanced analytics.
Skill in Liquid markup to help validate customized data in dynamic campaigns.

Responsibilities

Configure campaign data logic with population scopes, entry/exit rules, and delivery windows; test data in Preview and run retroactive refreshes when populations are activated.
Configure and perform population refreshes and retroactive joins so automations feed real-time or near-real-time campaigns.
Design scalable data models by creating tables, custom fields, and attribute groups that support large student datasets in compliance with FERPA and CAN-SPAM.
Design and maintain source formats that automate file imports via Slate SFTP; map fields, enforce de-duplication rules, and create/update records at scale.
Ensure incoming data is accurate, consistent, matchable, and secure. This would include consolidating records, assisting Enrollment Counselors (ECs) with marking records as spam, and maintaining our domain spam list.
Write, optimize, and document Slate Query Tool scripts (Configurable Joins, sub-queries, calculated exports) for audience segmentation, suppression, and data enrichment.
Build and package queries as recipient lists for Deliver campaigns, rules for automations, or exports for external systems.
Optimize query performance; document logic and version in Git or Slate History.
Configure texting credit consumption rules and opt-in syncing to maintain compliance.
Serving as a secondary go-to resource for CRM Administrator when issues arise in Slate—whether something is unclear, not functioning as expected, or blocking their work—and escalating issues when needed.
Perform pre-flight data checks and validate merge fields and query logic before campaign activation.
Monitor campaign data logs, delivery statistics, and error reports that might indicate data failure; diagnose rule conflicts or population scope issues and escalate as needed.
Audit field usage, prompt values, and data retention schedules; implement corrective actions for data anomalies.
Govern unsubscribe logic, publication lists, and self-service preference centers; ensure FERPA, CAN-SPAM, GDPR, and institutional policy compliance.
Build and maintain existing visual data Dashboards and exports to surface actionable insights for Enrollment Coaches, Communications, and Academic partners.
Present KPI trends (engagement, funnel velocity, data-quality scores) and recommend optimizations rooted in evidence.
Handling ad hoc, non-recurring data requests in Slate, as well as updating existing queries and reports as new rounds and terms are introduced.