Careers

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. 

Job Summary

The College of Social and Behavioral Sciences’ Lead Manager will be responsible for overseeing qualified leads for the College’s online and master’s programs. The position will be responsible for monitoring and analyzing Customer Relationship Management (CRM) system data, qualifying and developing leads, and recommending appropriate allocation of marketing resources to follow-up with prospective students. 

Essential Functions

• Actively pursues qualified leads and addresses general inquiries from prospective students via one-on-one correspondence.
• Converts qualified leads into promising applications by advising prospective students with appropriate and accurate information regarding program options and admissions, as well as connecting leads to relevant program staff and faculty.
• Monitors and analyzes data from the university’s CRM system to track qualified leads from prospect to applicant to matriculated student. Takes part in decision-making processes pertaining to the CRM system. Continuously explores new and innovative ways to utilize the CRM system to improve prospective student services and communications. 
• Analyzes data to identify key leads and recommends effective communication strategies, marketing resource allocations, and deployment of student support funds (fee waivers, scholarships, work-study, etc.).
• Contributes to the overall success of the College’s online and master’s programs by providing solutions to team coordination and related workflow procedures, such as communication plans, assistance with scheduling and promotion of recruiting events, and development and maintenance of lead management resources.
• Develops deep knowledge of masters and online programs across the College and consults with Department Chairs and Program Directors regarding each unit’s admissions goals and student profile that is most likely to succeed in each program.
• Participates in recruitment activities performed by the department emphasizing program benefits and success outcomes to prospective students. Attends on and off-campus career fairs and virtual information sessions for prospective students. Answers questions from the audience via chat and assists the presenter with managing audience participants.

Other Functions

• Performs related duties as assigned or required to meet department, executive area/division, and university goals and objectives. 
• Understands responsibilities with respect to Title IX, Clery, and other compliance requirements. 

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Bachelor’s degree. Experience not required.
• High level of written and verbal communication skills. 
• Ability to effectively influence stakeholders of various levels including potential students, faculty, and administration. 
• Ability to quantify results within and across functions. 
• Ability to exercise discretion and confidentiality when interacting with students and faculty to include a diverse population. 
• Ability to work both independently and to be part of an effective team with a highly cooperative and collaborative work style.
• Strong organizational and planning skills including project management skills. 
• High technical aptitude including the ability to use computer-based registration and academic records technology. Ability and willingness to learn SPIRE, Microsoft Suite, Google Suite, CRM systems, appointment calendaring systems. 
• Knowledge and understanding of the student lifecycle and lead management best practices. 

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Demonstrated customer service experience and enthusiasm.

Physical Demands/Working Conditions

• Typical office work environment.
• This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Work Schedule

• Monday – Friday, 8:30 am – 5:00 pm.
• Occasional night or weekend hours may be required.
• Occasional day or overnight off-campus travel may be required.

Salary Information

Level 25

PSU Hiring Ranges

Special Instructions to Applicants