Manager, CRM Training and Support

Company Overview

Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. Bain & Company is consistently ranked in the top 10 of best places to work.
 

Position Summary

The position is on the Global CRM Team and is primarily responsible for supporting the firm’s usage of a Salesforce CRM system.  This role will lead a Support Hub for the global CRM team to support frontline leaders in their pursuit of commercial objectives – relationship cultivation and pipeline management.  This role will support that end by providing tactical training for CRM users as well as providing end user support via the helpdesk.  The role is based at Bain’s Global Business Services office in Gurgaon, India.  

Salesforce expert trainer, t

 Additionally, this position manages the ServiceNow based helpdesk supporting ~4k users submitting questions, requests and system issues.  They will ensure the helpdesk tickets are triaged appropriately and will handle majority of usage questions directly with an expert-level knowledge of Salesforce and with an in depth understanding of Bain’s business processes.  They will play key role in representing the voice of the customer by summarizing helpdesk trends and direct feedback from users to the product teams.

This role requires effective collaboration across a broad array of colleagues – with US-based team members, internal stakeholders in different departments, and end users from 65 offices around the globe.  Attention to detail and excellent communication skills will be critical to success in this role.  

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.