CRM Architect

Title: CRM Architect

Employee Classification: Executive/Admin & Managerial

Institution: System Office

Department: Digital Learning Collaborative

Campus Location: Tennessee Board of Regents System Office

Job Summary

TBR’s Digital Learning Collaborative (DLC), housed in the office of Academic Affairs, develops and delivers high-quality, learner focused online course material and associated technical support. The DLC operates Tennessee eCampus – an academic online course sharing partnership, builds and delivers workforce training, and provides critical support for a variety of educational technology services used throughout the system.

The DLC leverages Slate for multiple coordinated purposes, including: coordinating enrollment process for TN eCampus and workforce training, delivering near time learner progress data to partners, as the backbone for partner/learner communication, and as a foundation for several change request processes.

The CRM Architect serves as a key strategic and technical leader supporting the Digital Learning Collaborative’s (DLC) CRM strategy and Slate environment. This position acts as the primary Slate Administrator and provides oversight of the technical and operational infrastructure that supports enrollment and training processes. Key responsibilities include designing and maintaining custom CRM architecture; building datasets, entities, workflows, and processes to support new initiatives; managing data structures to ensure accuracy, integrity, and policy compliance; overseeing data imports and mappings; and monitoring, troubleshooting, and resolving system issues. In addition, the CRM Architect develops and delivers training on core Slate functionality—including queries, data architecture, forms, portals, inboxes, and communications—to internal and external stakeholders.

Working closely with the Director of Technology and the Executive Director of the Digital Learning Collaborative, this role supports enrollment management, user experience, and business process optimization, with a focus on improving operational efficiency and advancing enrollment and student success initiatives. The position also leads innovative CRM-related projects, documents system workflows and procedural changes, maintains records related to meetings and participation, and collaborates with DLC leadership to identify and implement opportunities for operational process improvement.

This position may have the opportunity to work remotely within the state of Tennessee but with periodic visits to the TBR System Office (Nashville, TN) at the employee’s expense, and potential travel to Tennessee TBR colleges may be necessary.

Job Duties

• 60% - CRM Administration • Serve as the primary Administrator for the DLC CRM environment; overseeing the day‑to‑day maintenance, optimization, and reliability of CRM services and ensuring that technical and operational work aligns with unit strategic goals and priority workflows. • Coordinates the work of Slate Captains and power users. • Design, build, and maintain custom CRM architecture, including datasets, entities, workflows, and automations that support enrollment and course delivery operations. • Manage CRM data structures to ensure data accuracy, integrity, privacy, and alignment with applicable legislation and TBR policy. • Oversee and execute data imports, data mappings, and integrations across systems supporting enrollment and learning platforms. • Monitor CRM performance and configurations; troubleshoot and resolve system issues and anomalies. • Maintain and improve the technical infrastructure supporting enrollment workflows, including integrations between partner SIS, CRM and LMS systems. • Support enrollment management processes through optimized CRM workflows, reporting, and automation. - (Essential)
• 20% - Workflow Optimization • Manage incoming build requests from DLC staff. • Build and maintain standard and advanced CRM components, including forms, queries, reports, and portals. • Identify opportunities to streamline and optimize operational processes. • Lead and support innovative CRM-related projects that enhance operational efficiency and user experience. • Work cooperatively and effectively with other TBR departments and external partners. - (Essential)
• 15% - Training, Collaboration, and Reporting • Develop and deliver CRM/Slate training and documentation for internal and external stakeholders. • Maintain records related to CRM governance activities, meetings, and participation as needed. • Keep updated documentation on existing and newly developed system workflows. • Collaborate closely with members of the Digital Learning Collaborative and provide CRM support to DLC leadership as directed. - (Essential)
• 5% - Other Duties · A personal commitment, with assistance from TBR leaders, to devote time to growing and developing as a leader and a colleague. Performs additional duties as assigned. - (Marginal)

Minimum Qualifications

· Bachelor’s Degree in Business, Computer Science, Computer Information Systems, Education, or related field plus two years of related experience OR a comparable combination of education and experience
· Experience developing architecture within a CRM
· Experience serving as a Slate Captain
· Experience with project management

Preferred Qualifications

• Experience with Slate
• Experience developing architecture within a CRM and integrating solutions into a higher education student information system
• Experience within a shared service operating environment
• Experience or training in Windows operating system and Microsoft Office 365 applications
• Master’s Degree in Business Administration, Computer Science, Computer Information Systems or related field.

Knowledge, Skills, and Abilities

• Expert knowledge of relational database systems and their application in higher education
• Strong skills in CRM data collection, reporting, and analysis, with the ability to identify trends, assess data quality, and communicate findings to diverse audiences
• Ability to design, configure, and optimize CRM components such as forms, workflows, automations, queries, reports, communications, and portals
• Demonstrated ability to monitor, troubleshoot, and resolve complex system and data issues within an integrated CRM environment
• Ability to document technical architecture, workflows, and procedural changes clearly and accurately
• In-depth knowledge of online education, online training, training operations, including of workflows and systems supporting student enrollment, onboarding, and success.
• Working knowledge of the TBR systems, policies, and cross-institutional working environments.
• Strong communication and interpersonal skills when collaborating with both internal and external stakeholders
• Ability to maintain accurate data and records
• Ability to maintain productive relationships with internal and external stakeholders
• Ability to encourage collaboration / coordination across operational areas
• Proven ability to apply critical thinking skills to complex situations involving multiple parties and propose data-backed solutions
• Strong organizational and project management skills, with the ability to manage multiple initiatives, prioritize competing deadlines, and coordinate work across stakeholders.
• Ability to present information in multiple modalities and settings to varied audiences
• Ability to work from a statewide and system perspective
• Flexibility and ability to learn quickly
• Broad knowledge of state and federal laws, regulations, and guidelines concerning data privacy, security, and accessibility in Higher Education.
• Ability to work as part of a team or work alone without close supervision
• Ability to understand customer needs and provide quality service
• Ability to maintain confidentiality in compliance rules and regulations, including HIPAA and FERPA guidelines on the disclosure of information
• Ability to identify and implement process improvements

Physical Demands / Working Conditions

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