Manager/ Senior Manager - EdTech Systems & CRM

Role Overview:

Principal Accountabilities & Responsibilities

• Oversee the configuration and ongoing administration of CRM, LMS, and SIS platforms.
• Oversee user onboarding, role-based access control, and permissions across platforms.
• UI/UX customization - modifying layouts & dashboards
• Lead the integration of platforms using

  middleware solutions

  (e.g., Dell Boomi, MuleSoft) and API/webhook-based data exchange.
• Ensure data interoperability by leveraging

  standards like IMS Global (LTI, OneRoster)

  and

  Ed-Fi

  .
• Manage secure authentication and authorization using

  SSO protocols

  (e.g., SAML, OAuth).
• Implement workflow automation to streamline operations across departments.
• Manage and coordinate system downtimes, including scheduled maintenance and unplanned outages, ensuring minimal disruption to business operations.
• Implement and maintain backup and disaster recovery solutions to ensure data integrity and system availability. Manage daily backups, perform regular recovery tests, and maintain DR documentation in compliance with business continuity standards.
• Ensure compliance with data protection laws and institutional IT policies.
• Collaborate with vendors and IT teams to maintain platform stability and scalability.
• Provide technical support and documentation for system usage and enhancements.
• Support institutional reporting and analytics initiatives through clean, accessible data.
• Building data visualizations, analytics and custom reports.
• Engage stakeholders to align systems functionality with academic and operational goals.
• Provide functional guidance to junior team members.
• Training key systems to teams and adoption of the system as needed.
• Hands-on experience or knowledge on Frugal AI is an added advantage.
• Hands-on experience with the

  Salesforce

  platform is required.

Skill and Ability Requirements

Core Platform Proficiency

• Proficiency in CRM platforms such as Salesforce, Meritto or Zoho.
• Familiarity with Learning Management Systems (D2L Brightspace, Moodle, Canvas).
• Working knowledge of Student Information Systems (SIS) like Digii, Banner, PowerSchool, or Jenzabar.

UI/UX Tools

• Basic HTML/CSS for interface tweaks, knowledge of layout builders.
• Scripting/Programming - Languages like JavaScript, Python, or platform-specific scripting (e.g., Apex for Salesforce).

Database & Data Modelling

• Understanding data structures, schemas, and relationships within the system.

System Integration & Development

• Experience integrating tools/platforms via APIs, webhooks, and middleware solutions.
• Hands-on experience in system configuration, workflow automation, and process optimization.
• Basic to intermediate understanding of:
• SQL for data querying and reporting
• API development and integration
• SSO (Single Sign-On) protocols (e.g., SAML, OAuth2)
• Data interoperability standards (e.g., IMS Global, Ed-Fi)
• LTI (Learning Tools Interoperability): Connects LMSs with third-party tools/content.
• OneRoster: Standardizes the exchange of class rosters, grades, and assignments between SIS and LMS.
• QTI (Question and Test Interoperability): Standard for digital assessments.

Data & Privacy

• Strong grasp of data protection laws (e.g., FERPA, GDPR, HIPAA if applicable).
• Understanding of user privacy standards and access control best practices.

AI-Driven Automation & Workflow Intelligence

• Familiarity with

  AI-based workflow automation tools

  (e.g., Salesforce Einstein Automate, Power Automate with AI Builder).
• Experience integrating

  AI chatbots or virtual assistants

  for support workflows (e.g., Freshdesk or Salesforce bots).
• Ability to design or configure

  predictive workflows

  that optimize user onboarding, engagement, or communication triggers.

Project & Stakeholder Management

• Proven ability in project management, preferably using tools like JIRA, Asana, or Monday.com.
• Strong stakeholder engagement and cross-functional communication skills.
• Experience translating business needs into technical solutions.

Qualification & Experience

• Bachelor’s degree in

  Information Systems

  ,

  Computer Science

  ,

  Education Technology

  , or a related field (Master’s preferred).
• Minimum

  15+ years of experience

  in EdTech systems administration or CRM management.
• Proven track record in

  platform integration

  ,

  data governance

  , and

  cross-functional collaboration.

• Certifications in CRM platforms (e.g., Salesforce Administrator) or EdTech tools are a plus.