Director, CRM Solutions

Appalachian State University•Boone, NC

About The Position

The Director of CRM Solutions serves as a strategic and technical leader for the development, implementation, and ongoing optimization of Slate in support of Enrollment Management goals. This role involves overseeing the design and integration of application workflows, data imports/exports, and custom process automations. The Director is a key collaborator across internal and external campus stakeholders, providing supervision, mentorship, and training for CRM team members while ensuring continuous improvement and technical excellence across systems. The Director of CRM Solutions provides strategic leadership, technical expertise, and operational oversight for Slate, the institution’s CRM platform, in support of recruitment, enrollment, and enterprise initiatives. This role ensures Slate is optimized, innovative, and aligned with institutional goals.

Requirements

Bachelor’s degree or equivalent experience
Experience leveraging CRM to achieve enrollment successes
Effective communication skills in person and in writing
Ability to perform work that is highly technical and an understanding of relational databases
Must have a team mentality and be able to operate effectively in an ever-changing environment
Ability to keep confidentiality and maintain the highest levels of compliance with university, state, and federal rules and laws

Nice To Haves

Extensive experience administering and optimizing Slate in a higher education environment, preferably within Enrollment Management.
Demonstrated expertise in building advanced Slate configurations, including workflows, portals, forms, queries, datasets, communication plans, and automation rules.
Proven ability to lead large-scale CRM implementations or major system enhancements from planning through execution.
Strong understanding of admissions, recruitment, financial aid, and student lifecycle processes.
Experience integrating Slate with enterprise systems (e.g., SIS , ERP , data warehouses, and third-party applications).

Responsibilities

Lead the long-term vision, development, and continuous enhancement of Slate.
Identify and recommend strategic improvements to CRM -related policies, procedures, and system architecture within Slate.
Participate in divisional IT planning and collaborate cross-functionally.
Establish and lead ad hoc work groups to analyze needs, develop solutions, and drive implementation.
Serve as the senior Slate administrator, overseeing backend configuration, system optimization, and process enhancements.
Design and implement highly customized Slate solutions, including workflows, queries, forms, portals, automation rules, and reporting tools.
Brainstorm and deploy innovative solutions that improve recruitment, enrollment processing, communication strategies, and data reporting efficiency within Slate.
Diagnose complex technical issues, identify root causes, and implement long-term, scalable solutions.
Stay current on Slate upgrades, emerging technologies, and best practices to ensure optimal system performance.
Oversee multiple concurrent Slate projects impacting Enrollment Management and campus stakeholders.
Manage timelines, resources, and personnel to ensure successful project delivery.
Communicate project status, priorities, and outcomes effectively to leadership and stakeholders.
Serve as the primary Slate consultant to campus partners, translating business challenges into effective technical solutions.
Provide advanced-level technical support, troubleshooting, and expertise for complex Slate issues.
Develop and deliver training, documentation, and guidance to ensure effective system utilization.
Collaborate broadly across departments to align Slate capabilities with institutional objectives.