CRM Training and Support

As a part of Bain & Company, a distinguished international management consultancy firm, your role will be on the Global CRM Team based at the Gurgaon, India office of Bains Global Business Services. You will be supporting the firm's utilization of a Salesforce CRM system and leading a Support Hub for the global CRM team. Your responsibilities will include providing tactical training for CRM users, offering end-user support through the helpdesk, and ensuring a comprehensive understanding of CRM functionality and related applications through end-user training. Your key responsibilities in this role will involve: - Driving tactical training initiatives for CRM user adoption - Providing onboarding training for new users - Acting as a subject matter expert on CRM products - Leading special projects related to CRM training and adoption - Maintaining training materials - Recommending digital adoption strategies - Advising users on firm policies and best practices Additionally, you will manage helpdesk support operations, which include: - Ensuring prompt resolution of tickets - Escalating technical issues effectively - Addressing user queries - Collaborating with a North American support hub - Conveying user feedback to product teams - Analyzing helpdesk trends - Optimizing helpdesk processes for efficiency To qualify for this role, you should: - Hold a Bachelor's degree in a relevant field - Have a minimum of 3 years of Salesforce experience - Possess strong communication skills - Demonstrate experience in managing helpdesk operations - Exhibit analytical thinking - Be customer-oriented, detail-oriented, adaptable, and have a proactive approach to problem-solving Preferred qualifications for this role include: - Master's degree - Salesforce certifications - Knowledge of ServiceNow, BoardEx, and Introhive.,