CRM Analyst, Graduate Student Services

Title: CRM Analyst, Graduate Student Services

VP Area: Graduate Enrollment Management

Department: Recruitment & Retention-GEM

Work Schedule: Fixed daytime hours Monday-Friday

Telework Availability: Hybrid Available

FLSA Status: Non-Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Job Purpose:

The CRM Analyst for Graduate Student Services at Gonzaga University serves as the Salesforce lead and systems expert within the Graduate Enrollment Management (GEM) department. Reporting to the Associate Director, this role supports the success of incoming and current graduate students through three key focus areas:

• Technical Leadership & Collaboration: Lead CRM strategy and serve as a key liaison between GEM, ITS, Enrollment Operations, the Registrar, and campus partners. Ensure CRM functionality, data integrity, and alignment across systems including Salesforce, Marketing Cloud, Banner, and OnBase.

• Program Oversight: Oversee and guide the execution of onboarding processes, including course registration support, communication strategies, and service delivery to newly admitted graduate students. Contribute to initiatives that enhance student engagement, belonging, and retention.

• Training & Engagement: Develop and lead CRM training for staff, support data accuracy, and drive continuous improvement in student services. Foster collaboration across departments to improve the student experience and institutional outcomes.

Essential Functions:

• 40% - CRM Management:
  • Serve as CRM lead for Graduate Enrollment Management (GEM) Student Services
  • Manage projects related to new student onboarding and student record maintenance.
  • Optimize CRM systems (e.g., Salesforce, Banner9, Marketing Cloud) to improve efficiency and student experience.
  • Ensure data accuracy and integrity across integrated university systems.
  • Develop and lead training on CRM tools and system usage.
  • Configure and implement CRM solutions to meet evolving business needs.
  • Perform system audits, maintenance, and process improvement.
  • Analyze student data to support enrollment, orientation, and registration efforts.
  • Collaborate with Enrollment Operations and IT teams to streamline workflows.
  • Support CRM-based reporting and provide strategic recommendations to GEM leadership. - (Essential)

• 35% - New Student Onboarding Management:
  • Lead onboarding efforts and delegate tasks related to communication, logistics, and student support.
  • Coordinate with Admissions to transition accepted students into onboarding workflows.
  • Manage Marketing Cloud journeys, student records, and orientation processes.
  • Improve onboarding procedures and ensure accurate document processing.
  • Maintain data integrity across systems (CRM, Slate, Canvas, OnBase, PowerBI, Banner).
  • Collaborate with campus partners to design student communication journeys.
  • Lead transitions to new systems to enhance onboarding efficiency. - (Essential)

• 10% - Student Services General Support: -
  • Support prospective and current students from enrollment through graduation.
  • Assist with registration, course tracking, and re-enrollment for deferred or canceled students.
  • Maintain knowledge of graduate programs and enrollment procedures. - (Essential)

• 10% - Department/Faculty Liaison for New/Current Student Records:
  • Ensure accurate data flow between application and student systems.
  • Advise and train faculty/staff on enrollment processes and CRM use.
  • Provide end-user support on CRM features and functionality. - (Essential)

• Additional Duties as Assigned by the Department

Educational Requirement:

Bachelor's Degree

Years of Related Experience Requirement:

3 years

In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education.

Certifications and/or Licensures:

Skills & Abilities:

• At least 3 years of experience in data analysis, CRM systems (e.g., Slate, Salesforce, Ellucian), or related administrative support roles.
• Proficiency in Microsoft Excel and data visualization tools (e.g., Tableau, Power BI).
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively in a team environment.
• Demonstrated ability to handle sensitive and confidential information responsibly.

Preferred Qualifications:

• Master’s degree
• 3+ years of experience specifically with CRM administration and reporting in a higher education setting
• Significant knowledge of Graduate Enrollment Management business practices.
• Experience with Salesforce/Marketing Cloud.
• Previous experience working in higher education.
• Familiarity with online programs and the needs of graduate students is preferred.
• Familiarity with graduate admissions processes, enrollment management, or student services.
• Knowledge of SQL a plus.
• Bilingual

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 2 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Daily (>75% of time)

Walking - Ability to move about on foot to accomplish tasks: Rarely (1%-49% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Rarely (1%-49% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)

The budgeted salary range that the University reasonably expects to offer for this position: $25.88

Pay Range:

Minimum Salary (Non-Exempt): $25.88

Midpoint Salary (Non-Exempt): $32.36

Maximum Salary (Non-Exempt): $38.83

Is this position eligible for relocation reimbursement or a signing bonus?: True