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