Manager, CRM Training and Support

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.