Director, Enrollment CRM Systems

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.

Salary Range: Up to $115,000, commensurate with education, experience, and qualifications.

Job Type: Full Time

Posting Close Date: Applications will be accepted through 11:59 PM CDT on the listed close date. At the discretion of the hiring department, this posting may close once a sufficient number of qualified applications have been received.

Required Application Materials:

•    Resume is required
•    Cover Letter is preferred

Job Summary

The Director provides strategic leadership, governance, and operational oversight for the university's student engagement CRM ecosystem, including Salesforce Service Cloud, Marketing Cloud, and related technologies. This position is responsible for maximizing the value of CRM investments to support recruitment, admissions, enrollment, and student engagement goals. The Director serves as the product owner and institutional subject matter expert for CRM and related enrollment technologies, leading platform strategy, supervising the CRM team, driving user adoption, managing vendor relationships, and partnering with enrollment and information technology stakeholders to deliver scalable and effective solutions.

Core Responsibilities

1. Leads and supervises the CRM (Salesforce) team, ensuring effective lifecycle management of the CRM ecosystem, including platform strategy, system administration, release planning, user adoption, support, reporting, and integration with related enrollment products. 

2. Develops a high-performing CRM team by establishing clear priorities, improving operational processes, removing barriers, and coaching/developing staff to support successful execution of goals. Builds trust and credibility by demonstrating sufficient technical fluency to engage credibly in platform strategy, technical problem-solving, and operational decision-making. Fosters an environment where technical expertise is valued and serves as an effective bridge between technical staff and enrollment stakeholders.  

3. Creates and facilitates a CRM center of excellence across the various teams in Strategic Enrollment and provides expertise, governance, strategic guidance and best practices on the effective use of Salesforce and related student engagement technologies. Supports the translations of enrollment goals into product enhancements, business requirements, automation opportunities, and process improvements. Creates greater consistency in how teams use and adopt the features of CRM (service/case management, campaign tracking, reporting etc.).

4. Develops and maintains the strategic roadmap for the university's CRM ecosystem, ensuring platform capabilities support enrollment priorities and institutional goals. Identifies opportunities for process improvement, automation, personalization, and enhanced student engagement through technology while aligning operational activities with broader enrollment strategies. 

5. Supports new divisional technology projects that align with business strategy, institutional priorities, and best practices, ensuring successful implementation, adoption, and long-term operational effectiveness.   

6. Facilitates strong cross-functional collaboration, aligning stakeholders around shared goals and outcomes. Functions as a strategic liaison with the IT organization and external vendors to establish priorities, ensure successful delivery of outcomes, and maintain strong coordination across all stakeholders.  

7. Maintains sufficient knowledge of CRM operations, business processes, and system capabilities to provide direct support during critical initiatives, peak operational periods, escalated issues, or other business needs. 

8. Analyzes business processes, technical documentation, and system capabilities to align enrollment needs with CRM solutions. Serves as a bridge between enrollment teams and IT teams, translating business needs into actionable technical requirements and ensures technology solutions are delivered effectively and on schedule.     

9. Ensures compliance with institutional and industry security standards by maintaining robust data security and privacy protocols, overseeing system documentation, and managing user knowledge bases to support secure and efficient enrollment operations. 

10. Performs other duties as assigned. 

Required Qualifications

• Bachelor's Degree in a related field.

• Seven (7) years of related work experience.

• This position requires the ability to maintain the security and integrity of UT San Antonio and its infrastructure.

Preferred Qualifications 

• Master's degree from an accredited institution
• Eight (8) years of progressively responsible experience in technology and/or systems to include four (4) years of supervisory experience
• Demonstrated experience with the use of student information ERP systems Ellucian BANNER (preferred experience with configuration and programming for STUDENT and FINANCIAL AID)
• Demonstrated experience with CRM systems (preferred Salesforce, to include administration and configuration)

Knowledge, Skills, and Abilities

• Independent Decision-Making and Problem-Solving
• Verbal and Written Communication  
• Microsoft Office Suite
• Strategic Planning
• Project Management
• Collaboration
• Leadership
• Time Management

Technical Expertise:

• CRM administration, configuration, optimization and integration (preferred Salesforce)

• Data integration and API management

• Data analysis and process optimization

• Preferred: Ellucian BANNER - SIS configuration, optimization and integration

• Preferred: Familiarity with SQL/reporting languages, and basic programming concepts

• Preferred: Familiarity with marketing automation platforms such as Salesforce Marketing Cloud

Process Skills:

• Knowledge on creating process maps, journey maps, requirement gathering

• Preferred: Understands higher education processes that relate to recruiting, enrolling, and graduating students.

Leadership & Management Skills:

• Ability to lead and earn the trust of highly technical staff, engage credibly in technical discussions

• Technology project management (timelines, deliverables)

• Team leadership and staff development

• Vendor management and contract negotiation

• Change management and technology adoption across departments

• Strategic thinking to align technology decisions with institutional priorities

Communication & Collaboration Skills:

• Ability to translate technical concepts for non-technical stakeholders

• Ability to engage in substantive technical dialogue with CRM administrators and developers

• Skilled in presenting and influencing decisions across divisions

• Strong collaboration with multiple stakeholders

• Continuous improvement mindset to enhance system capabilities and user experience

Working Conditions

• Office Environment. Ability to travel to and from meetings, training sessions or other business-related events. Varying schedule, extended hours, and weekend and evening hours.

Physical Demands

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and standing are required, only occasionally. Exerts up to 10 lbs. of force occasional.

This position will work both on campus and remotely in Texas. Travel and parking expenses are the employee's responsibility.

This position is contingent upon a successful background check. Verification of a valid driver's license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination.