CRM Training Specialist

24 hours ago


Virginia Beach, Virginia, United States Virginia Jobs Full time
About the Position

The CRM Training Specialist is a key member of the Enrollment Management division, responsible for developing and executing strategic training and adoption programs for users of our key CRM system within the division. In addition to leading the training and adoption efforts for a large and diverse user base, the CRM Training Specialist leads the documentation effort for all training and adoption resources for the Enrollment Division's CRM usage.

Responsibilities
  • Creates custom training programs to support current Mason's enrollment focused CRM processes, as well as, new processes being developed within the division;
  • Establishes and implements best-practice procedures/training for customers and internal staff to ensure consistent usage and data integrity;
  • Maintains a detailed understanding of the Salesforce core application, as well as a general understanding of connected tools;
  • Develops documentation to afford system users with an in-depth understanding of the available tools and processes available within the Salesforce environment;
  • Determines an efficient and accessible sharing model for documentation;
  • Works with partner office teams to develop and maintain a train-the-trainer model for CRM training needs, as capacity allows within those partner offices;
  • Keeps abreast of new Salesforce features and functionality in order to provide recommendations for operational improvements;
  • Performs various other duties as logical to the position.
Required Qualifications
  • Bachelor's degree in related field or the equivalent combination of education and experience;
  • Experience with training and documentation in a variety of delivery modalities including, but not limited to Salesforce Chatter, Video, Email, Webinars, and self-guided How-To Manuals;
  • Experience in translating new and existing functionality to end-users;
  • Experience with CRM platforms and capabilities. Applicant will be expected to make recommendations regarding continued and increased adoption of the CRM's tools and functionality, as its scope of support and user base increases;
  • Experience with all aspects of training and documentation with a variety of delivery modalities;
  • Knowledge of CRM platforms;
  • Ability to translate new and existing functionality to end-users.
Preferred Qualifications
  • Demonstrated experience creating and maintaining CRM documentation;
  • Demonstrated experience supporting users;
  • Demonstrated experience identifying gaps in support and creating a plan to address those gaps;
  • Demonstrated experience using a CRM system, preferably Salesforce;
  • Demonstrated experience creating a software training and adoption plans;
  • Demonstrated experience conducting training sessions both in-person and remotely;
  • Demonstrated experience creating a software training and usage plans, both in-person and remote;
  • Demonstrated experience working with and collaborating with a variety of diverse stakeholders;
  • Demonstrated experience working within a university setting;
  • Excellent oral and written communication skills, particularly as it relates to explaining both simple and complex technical concepts to technical and non-technically focused employees;
  • Ability to manage change effectively and work with teams that collaborate with university stakeholders;
  • Research and troubleshooting skills;
  • Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;
  • Ability to meet expectations independently, in a fast-paced, customer-oriented environment;
  • Ability to consistently provide quality customer service;
  • Ability to be organized, detail-oriented and a creative problem-solver who challenges the status quo.


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