Student Success Technology Manager

CCS Spokane • Spokane, WA

2d • Onsite

About The Position

Reporting to the Vice President of Student Affairs, the Student Success Technology Manager provides leadership, coordination, and daily operational management of Spokane Falls Community College’s Customer Relationship Management (CRM) system and Student Success Tool (SST). The manager ensures both systems are effectively implemented, utilized, and integrated into recruitment, retention, and student support processes. The role collaborates with college leadership, faculty, and staff to build sustainable processes, improve communication workflows, and support data-informed decision-making. This position makes recommendations to Cabinet, including recommending personnel roles and responsibilities to utilize, maintain, and develop content in the CRM and SST. This position develops and implements related training, documentation, reporting, and continuous improvement strategies. The manager will build communications, events, applications, and data reports as well as train staff on the utilization, maintenance, and development of the CRM and SST. This position participates on designated committees and workgroups to support and advance the mission, goals, and strategic priorities of the college.

Requirements

• Bachelor’s degree from an accredited institution. Or an equivalent mix of education and experience that demonstrates the candidate meets all competency requirements for this position.
• Two or more years of experience coordinating education programs, projects or activities.
• Experience working with data queries, reporting tools, automated communications, and data integration workflows within CRM or student success platforms.
• Strong interpersonal skills with a demonstrated passion for, commitment to, and success with serving students.
• Ability to communicate effectively both orally and in writing to present and exchange complex academic information with individuals and groups.
• Excellent data-informed, problem-solving, analytical, and decision-making skills.
• Ability to maintain a high level of confidentiality (FERPA) and ethical working practices.
• Ability to establish and maintain cooperative working relationships.
• Effectiveness in project monitoring and reporting.
• Ability to multitask and prioritize work to meet deadlines in a fast-paced environment.
• Demonstrates a strong attention to detail in a project management environment.

Nice To Haves

• Master’s degree in Education, Communication, Information Systems, or related field.
• Management experience in higher education including experience in supervision of staff.
• Experience using a customer relationship management (CRM) or student success system.
• Experience supervising a large-scale project including performance and project report development, budget oversight, and project evaluation.
• Demonstrated experience of successful development and implementation of large-scale projects (i.e., project management).
• Research and assessment experience.

Responsibilities

• Provide daily operational management and oversight of both the CRM and Student Success Tool, including configuration, content development, communication workflows, reporting, and user support.
• Serve as the college’s primary subject matter expert and point of contact for both systems, supporting recruitment, onboarding, advising, retention, and student engagement efforts across the college.
• Build, monitor, and evaluate CRM and Student Success Tool campaigns, messaging, events, applications, and analytics; prepare progress and outcome reports for the VPSA and Cabinet.
• Develop and maintain system queries, data pulls, automated communication rules, and integrations across student information and engagement systems to ensure data accuracy and operational effectiveness.
• Develop and deliver training for faculty and staff on appropriate and effective use of both systems, ensuring consistent adoption and alignment with college processes.
• Establish and maintain strong communication with partners across Student Affairs, instruction, marketing, and district-wide technology teams to ensure coordinated and effective use of student engagement technologies.
• Lead the SFCC implementation team(s) for the CRM and SST and participate in district-wide planning and governance groups.
• Maintain and update system documentation, including user guides, workflows, approval processes, and sustainability plans.
• Map the student lifecycle from inquiry to graduation and identify opportunities to integrate communication touchpoints into the CRM and SST; collaborate with departments to improve tone, quality, and consistency of messaging.
• Monitor system permissions, content updates, and templates; develop and recommend approval processes and governance practices.
• Support change-management strategies and continuous improvement practices to optimize system utilization, data accuracy, and user experience.
• May supervise assigned staff or work study students, ensuring effective operations and adherence to district policies and collective bargaining agreements.
• Model professional decorum, uphold confidentiality standards, and comply with Spokane Colleges policies, procedures, and regulations.
• Comply with district policies, procedures and directives, state and federal regulations, orders and statutes and collective bargaining agreements.
• Support and advance the Spokane Colleges strategic plan and perform other duties as assigned.

Benefits

• Medical, dental life and long term disability insurance benefits are provided as currently administered under the Public Employees Benefits Board
• TIAA-Cref retirement plan or WA State Retirement Plan.
• Vacation leave accrues at the rate of 14.67 hours per month (22 days per year) and sick leave accrues at the rate of 8 hours per month, effective upon employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager