Manager, CRM Training and Support

As a member of the Global CRM Team at Bain & Company, you will play a crucial role in supporting the firm's usage of Salesforce CRM system. Your primary responsibilities will include leading a Support Hub for the global CRM team to assist frontline leaders in achieving commercial objectives, relationship cultivation, and pipeline management. Based at Bains Global Business Services office in Gurgaon, India, you will focus on providing end user training and ensuring all users are fully educated on CRM functionality and associated applications. Your role as a Salesforce expert trainer involves conducting direct end user training sessions and facilitating user champions to train their peers. It is essential to stay informed about frequent updates to Bains CRM system and incorporate these updates into training materials and the helpdesk knowledge base. Additionally, you will manage the ServiceNow based helpdesk supporting approximately 4,000 users, addressing questions, requests, and system issues with expert-level knowledge of Salesforce and Bains business processes. You will also play a key role in summarizing helpdesk trends and user feedback to represent the voice of the customer to the product teams. Collaboration is a key aspect of this role as you will work with US-based team members, internal stakeholders from different departments, and end users from 65 offices worldwide. Attention to detail and excellent communication skills will be critical for success in this position. Your essential functions will include driving tactical training initiatives for CRM user adoption, developing and delivering training programs, providing onboarding training for new users, acting as a subject matter expert on designated CRM products, leading special projects related to CRM training and adoption, and maintaining and updating training materials. You will also be responsible for managing helpdesk support operations, categorizing and resolving tickets promptly, escalating technical issues effectively, addressing user queries while providing training on CRM features, and collaborating with a support hub in North America. To qualify for this role, you should have a Bachelors degree in a related field, minimum 3 years of hands-on Salesforce experience, 8 years of prior experience in CRM or enterprise database/information systems, deep knowledge of Salesforce, excellent English communication skills, and experience in managing helpdesk operations or troubleshooting. Preferred qualifications include a Masters degree in a related field, Salesforce certifications, and knowledge of ServiceNow, BoardEx, or Introhive. Your proactive approach, strong analytical mindset, customer service orientation, organizational skills, attention to detail, and ability to work independently in a fast-paced environment will be essential for success in this role at Bain & Company.,