Student Services Analyst Enrollment Services

South Mountain Community College is hiring a Student Services Analyst to work in the SMCC Contact Center. This person will serve as the lead staff member in the contact center and will be responsible for handling inbound calls, texts, instant messages, and emails. This position will also participate in outbound call, email, and text campaigns. The student Services Analyst will serve as a one-stop shop to help students with their needs using the highest level of customer service. This person will perform a significant volume and complexity of student admissions and enrollment assistance, and connect the students to the correct department for assistance. As the lead staff member in the contact center, this position will coordinate office workflow, train and support other staff, and perpetuate a culture of care, support and customer service.

The Analyst serves as a key strategic partner in enhancing the student experience through the effective use of customer relationship management (CRM) technology, student information systems (SIS), queueing platforms, and other data and reporting tools.

This role leads the development and execution of targeted communication strategies, including automated drip campaigns, caseload management tools, and coordinated outreach efforts designed to support student engagement, retention, and success.

The Analyst is responsible for building and maintaining CRM dashboards, reports, and data visualizations that track enrollment trends for the Recruitment & Outreach Team, and Dean of Student affairs. These trends may be utilized in tracking progress toward institutional goals and provide actionable insights for leadership and staff. This includes analyzing service utilization trends, and operational data to identify opportunities for improvement, optimize staffing and service delivery, and inform data-driven decision-making.

This position plays a critical role in managing institution-wide Student Affairs communications within the CRM, including email and text messaging campaigns. The Analyst ensures communications are timely, effective, and aligned with best practices for audience targeting, message prioritization, and overall communication strategy. The role may provide guidance on messaging content, cadence, and audience selection to promote communication effectiveness and maintain message quality and engagement.

The Analyst collaborates across departments to maximize CRM and technology functionality, improve business processes, and support institutional initiatives. This role also contributes to CRM implementation and optimization efforts, including system enhancements, user training, and adoption of new tools and features. As a campus subject matter expert, the Analyst helps ensure that data and technology is leveraged effectively to support student success, operational efficiency, and continuous improvement.

Essential Functions

30% - Communication, Outreach, and CRM Engagement: Performs inbound and outbound calls, emails, texts, IMs, and newsletters. Uses phones, computers, and technology for extended periods to perform job functions. Enrolls students through phone, text, email, in-person, and virtual meetings. Develops and executes targeted CRM communication campaigns to support student engagement and progression. Manages mass email and text communications, including audience targeting, timing, and message prioritization. Reviews communication requests for alignment with institutional priorities and effective outreach. Creates and maintains CRM forms, including RSVPs, event registrations, and surveys.

30% - Systems Strategy, CRM Operations, and Staff Workflow Support: Serves as the Student Affairs subject matter expert for CRM, SIS, queueing platforms, and other operational tools. Supports staff with caseload management, task tracking, and workflow processes. Develops system tools and dashboards to provide visibility into work, priorities, and progress. Supports Recruitment & Outreach staff in optimizing system use and operational efficiency. Collaborates with functional teams to align system usage with institutional processes and student success initiatives.

30% - Data Analysis, Reporting, and Dashboard Development: Develops and maintains dashboards and reports using CRM, HubSpot, Salesforce, SIS, Tableau, Assist, Google Suite, and other tools. Analyzes data to identify trends, gaps, and opportunities to improve service delivery, staffing, and student outcomes. Provides actionable insights and updates to leadership and departments, including alerts on progress and emerging issues. Develops operational reporting related to service demand, resource allocation, and student engagement.

10% - Training, Support, and System Adoption: Trains and supports staff in CRM, SIS, queueing systems, Tableau, and Google tools, including employee onboarding. Develops training materials, documentation, and best practices to promote consistent system use. Monitors system adoption and provides ongoing support to improve usage, data quality, and operational consistency. Participates in committees, cross-functional workgroups, and professional development activities. Supports special projects related to systems, reporting, and student engagement.