Essential Functions
Drives tactical training across user base and initiatives related to CRM user adoption
- Develops and delivers tactical training to drive CRM adoption across the organization at the direction of the head of training
- Provides onboarding training for new users and administrative teams, aligning their CRM usage with business needs.
- Acts as a subject matter expert (SME) on designated CRM products and activities, addressing complex inquiries from stakeholders and engaging with external vendors (e.g., Introhive, BoardEx).
- Leads special projects and initiatives related to CRM training and adoption, including new feature rollouts and system updates, in collaboration with the broader Global CRM team.
- Maintains and updates training materials, including PowerPoint slides, GIFs, video tutorials, and knowledge base documentation.
- Recommends and implements strategies for leveraging digital adoption tools to enhance user engagement and address potential confusion points.
- Works closely with data management experts to surface and resolve data-related issues impacting CRM adoption.
- Advises users on firm policies and best practices to ensure compliance and optimal CRM utilization
Manages Helpdesk support
- Manages helpdesk operations, ensuring tickets are categorized and resolved promptly, adhering to Bain s high standards and SLAs.
- Escalates technical issues effectively, keeping stakeholders informed throughout the resolution process.
- Utilizes strong communication skills to address user queries while simultaneously providing opportunistic training on related CRM features.
- Coordinates with a North American based support hub to ensure seamless handoff and resolution of helpdesk inquiries.
- Captures and conveys user feedback to the product team(s), articulating challenges and suggesting improvements to enhance the CRM experience.
- Analyzes helpdesk trends, providing regular summarized insights to identify common issues and training gaps.
- Collaborates with colleagues to identify root causes of operational challenges and propose solutions for continuous improvement.
- Evaluates and optimizes internal helpdesk processes, leveraging AI and automation where applicable to enhance efficiency.
Qualifications
- Bachelor s degree in business administration - IT, Computer Science, Data Science, Marketing, or a related field
- Minimum 3 years of hands-on Salesforce experience, with a focus on training users.
- 8 years of solid prior experience in CRM or enterprise database/information systems
- Deep knowledge of Salesforce. Ability to translate complex technical concepts into engaging, user-friendly training
- Excellent English communication skills, both verbal and written. The ideal candidate can communicate persuasively across all levels of the organization to drive CRM adoption and resolve challenges.
- Experience managing helpdesk operations, or similar troubleshooting experience.
- Strong analytical mindset with a proactive approach to identifying inefficiencies and implementing improvements.
- Able to work flexible hours to allow for collaboration with global colleagues and to support European and Asia-Pacific based end users.
- Strong customer service orientation and excellent organizational skills
- Reliable and consistent, with a positive attitude and the ability to work independently, multitask efficiently, and adapt quickly in a fast-paced environment.
- Strong attention to detail and a high level of accuracy.
- Knowledge of consulting industry or experience in other professional services environments.
Preferred
- Master s degree in business administration, Marketing or Communications or a related field
- Salesforce certifications a plus
- Knowledge of ServiceNow, BoardEx, Introhive.
