CRM Training and Support

You will be joining Bain & Company, a renowned international management consultancy firm known for its excellence in assisting major corporations globally with strategy formulation, acquisitions, organizational design, and performance improvement. Bain & Company consistently ranks among the top 10 best places to work. Your primary role will be on the Global CRM Team, where you will support the firm's utilization of a Salesforce CRM system. You will lead a Support Hub for the global CRM team, assisting frontline leaders in achieving commercial objectives, fostering relationships, and managing pipelines. Your responsibilities will include: - Providing tactical training for CRM users - Offering end-user support through the helpdesk Your focus will be on end-user training, ensuring a comprehensive understanding of CRM functionality and related applications. As a Salesforce expert trainer, you will: - Conduct direct end-user training - Facilitate user champions to train their colleagues Moreover, you will manage the ServiceNow-based helpdesk supporting approximately 4,000 users. This involves: - Triaging helpdesk tickets appropriately - Handling usage questions with expert-level Salesforce knowledge - Representing user feedback to the product teams Your key responsibilities include: - 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, ensuring: - Prompt resolution of tickets - Effective escalation of technical issues - 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 - Have a proactive approach to problem-solving Preferred qualifications include: - Master's degree - Salesforce certifications - Knowledge of ServiceNow, BoardEx, and Introhive,