Manager, CRM Training and Support

The position is on the Global CRM Team and is primarily responsible for supporting the firm's 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 Bain's 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 Bain's 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 Bain's 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.

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