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

Qualifications

Preferred

Skills Required

Salesforce, Servicenow, Crm, Training, Information Systems