Associate Director, Student CRM Communications

Apply now Job no: 492841
Work type: Staff Full-Time
Location: Denver, CO
Categories: Admin / Executive / Office Support

University Academic Programs comprises multiple programs that advance the academic mission of the University by providing enhanced academic programs that have the potential to reach every student and consists of the following programs: Living & Learning Communities, Center for Community Engagement to advance Scholarship & Learning, University Honors Programs, Undergraduate Research Center, First Year Seminar, the One Book One DU program, Interterm, and the University Writing Program. The unit is also responsible for the undergraduate common curriculum, university-wide student learning outcomes, student success and persistence initiatives, academic standards and academic appeals, and maintains institutional accreditation.

As an educational and research community, DU values curiosity, intellectual freedom, and open communication. DU respects individual differences and embraces civil discourse. DU promotes caring and close individual attention. DU is a community distinguished by inclusiveness, collaboration, responsiveness, and accountability. As such, we are committed to enhancing the diversity of our faculty and staff. The University is an equal opportunity/affirmative action employer.

General Summary

The Associate Director of Student CRM Communications, reporting to the Assistant Provost of Student Success, plays a critical role in ensuring the successful adoption of Inspire for Advisors by faculty and staff advisors across campus.

This position will implement policies, practices, and procedures designed to elevate the operations of communication platforms including architecting and implementing. This is an outward-facing role, in which the position will work very closely with units across campus including Academic Advising, the Registrars office, various schools and academic units, and IT. The individual will also provide user training and communicate how to design effective processes within the university's CRM solution.

Essential Functions

Responsibilities include:

  • Managing and leading the use of the Inspire for Advisors platform
  • Serving as the central point of contact for process enhancements, change requests and system alterations
  • Maintaining control of access rights, security settings and user permissions.

Platform implementation and adoption:

  • Serve as the primary point of contact for the tool Inspire for Advisors.
  • In coordination with Academic Advising & the Assistant Provost, develop and implement a strategic adoption process which ensures that the software Inspire for Advisors is functional and properly socialized amongst end users.
  • Be a champion and liaison for effective advisor use of analytics.

Training design:

  • Build strong partnerships with advising administrators across campus to ensure equitable service to students.
  • Build and maintain relationships with administrators including the department heads and associate deans.
  • Work diligently to ensure proper dissemination of best practices for faculty and staff advisors.
  • Exercise creativity, ingenuity, and diplomacy to provide a higher quality experience to advising staff and students.
  • Other Duties as Assigned

Knowledge, Skills, and Abilities

Communication Skills:

  • Excellent written communication and speaking skills.
  • Ability to effectively present information and respond to questions from students, University colleagues and the general public over the telephone, in writing and in person.

Customer Service Skills:

  • Ability to provide exceptional customer service to students and families who are trying to navigate the admissions process.

Detail Oriented:

  • Process oriented thinking and ability to pay careful attention to detail.

Organization and Time management skills:

  • Ability to juggle a wide variety of tasks and effectively prioritize responsibilities.
  • Demonstrated independent and forward thinking and ability to work well within a team with a high level of professionalism.

Training & Teaching Skills:

  • Ability to provide training and give professional feedback and guidance to staff.
  • A strong interest and aptitude in student success and related data
  • Ability to oversee large training initiatives
  • Strong institutional knowledge and relationships
  • Project management skills, including oversight of timelines and goals
  • A technical aptitude and understanding of predictive models and ethics of care
  • An ability to collaborate and follow guidance regarding stakeholder engagement and public communication

Other Skills: 

  • Demonstrated track record to work independently and function as a team member
  • Exposure to and experience using analytics dashboards, databases, reporting tools, and visualization tools
  • Positive leader and team builder
  • Strong written and verbal communication skills
  • Ability to organize time and tasks
  • Ability to problem solve and forward-thinker
  • Experience training professionals to innovate their day-to-day practice
  • Understanding of the work of academic advising and a responsiveness to faculty-related issues
  • Experience with design software, such as Adobe InDesign or similar
  • Experience with web-based publication (HTML/JavaScript)
  • Experience using analytics in educational settings
  • Banner knowledge

Required Qualifications

  • Bachelor's degree 
  • 5 years of work experience in higher education
  • Experience training professionals to innovate their day-to-day practice
  • Experience using analytics software, especially intervention-related software

Preferred Qualifications

  • Master's degree in Higher Education Administration, Education, Statistics, or Psychology
  • 3+ years experience as a professional trainer
  • Experience sitting on cross-collaborative committees and working diplomatically towards group wins
  • Experience with CRM systems
  • Experience using Civitas Learnings Inspire for Advisors software
  • Experience using Tableau
  • 2+ years experience working in a position closely related to academic advising
  • Experience working closely with faculty towards optimized academic environments
  • Success in serving as a consultant empowering others leadership

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on December 6, 2019

Special Instructions
Candidates must apply online through to be considered. Only applications submitted online will be accepted.

Salary Range:
Salary will be determined by the qualifications of the selected candidate balanced with departmental budget availability, internal salary equity considerations, and available market information.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.

All offers of employment are based upon satisfactory completion of a criminal history background check.

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