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 and offering end-user support through the helpdesk. This position is based at the Gurgaon, India office of Bains Global Business Services. 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 and facilitate user champions to train their colleagues. Staying updated on frequent CRM system updates is crucial, as you will need to incorporate these changes into training materials and the helpdesk knowledge base. 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, and representing user feedback to the product teams. Collaboration with various colleagues, stakeholders, and end-users worldwide will be essential for success in this role. 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, and advising users on firm policies and best practices. Additionally, you will manage helpdesk support operations, 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, and 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 include a Master's degree, Salesforce certifications, and knowledge of ServiceNow, BoardEx, and Introhive.,