CRM & LMS Platform Lead

Role Overview: This role will manage and optimize CRM, LMS, ERP, and SIS platforms to support institutional operations and student success. The role ensures customization of SaaS products, secure authentication via SSO protocols (e.G., SAML, OAuth) and enforces data compliance and integrity. Key responsibilities include managing platform integrations using APIs, webhooks, and middleware, with a strong focus on interoperability standards such as LTI (Learning Tools Interoperability), OneRoster, and Ed Fi. The lead also coordinates system downtimes and oversees robust backup and disaster recovery processes. Strong technical expertise, data awareness, familiarity with AI-based workflow automation tools and cross-functional collaboration are essential for delivering scalable, user-cantered solutions.

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.