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 firms 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 Bains Global Business Services office in Gurgaon, India.

This role will focus on end user training, ensuring all users are fully educated on CRM functionality and associated applications. As a Salesforce expert trainer, this will take the form of direct end user training as well as facilitating user champions to train their peers. This role is expected to stay informed on the frequent updates made to Bains CRM system and ensure these updates are incorporated into training materials as well as a helpdesk knowledge base.

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 Bains 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 Bains 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.

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• Evaluates and optimizes internal helpdesk processes, leveraging AI and automation where applicable to enhance efficiency.

Qualifications

• Bachelors 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
• Reliableand 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

• Masters degree in business administration, Marketing or Communications or a related field
• Salesforce certifications a plus

• Knowledge of ServiceNow, BoardEx, Introhive.