Manager, CRM Training and Support
ConfidentialDelhi30+ days ago
Job descriptionManages 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. 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. Master s degree in business administration, Marketing or Communications or a related field Salesforce certifications a plus Knowledge of ServiceNow, BoardEx, Introhive.
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
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Training Manager • Delhi
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