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Thermo Fisher Scientific CRM Training and Engagement Specialist in Carlsbad, California

Job Description

What You Will Be A Part Of:

The CRM Training and Engagement Specialist is responsible for all training functions and activities for users, business partners, stakeholders. Subject matter expert to aid colleagues and staff in the training of the platform and modules, custom modifications and service needs within the CRM. The ideal candidate will possess outstanding communication (verbal and written), technical, and problem solving skills, as well as proven internal and external customer service and documentation management experience. The position also requires successful collaboration with all levels within the ETO organization: Project Management, Developers, web and integration services, along with commercial, leadership and all members of the organization

Reporting to the Sr. IT ETO CRM Manager, S/he will be responsible to provide training and engagement solutions and recommendations to the user community. Serve as SME for WalkMe implementations, along with several other training and tracking tools and applications as needed

Education

  • Salesforce Administrator, Architect, Developer and/or Advanced Developer certification

  • Bachelor’s degree preferred

How You Will Get Here:

  • The ideal candidate will have at least 5 years of overall SFDC experience.

  • Business Analyst and prior training experience preferred.

  • Excellent communication skills, both written and oral, and the ability to work effectively across global teams and multiple functions

  • Understanding of databases and customer relationship management tools required.

  • Time management, ability to multitask, and propensity to handle urgent interruptions with poise and professionalism.

  • Excellent analytical, process design and problem solving skills

  • General knowledge of sales principles and/or experience dealing with a remote sales force a plus; training experience a plus.

  • Comfortable navigating ambiguity and demonstrate the ability to manage multiple initiatives effectively

  • Embassador of the CoE, change agent and champion of Salesforce to promote best practices that can transform and empower client's businesses by using Salesforce.

  • Deliver hands-on training's on horizontal capabilities and business process specific use cases of Salesforce, delivered 1:1, cross-area training's, short video recordings, learn & lunch training's, onsite as well virtual.Produce training materials for end users, including quick reference guides, short video tutorials on “how to”, demo key existing functionality and heavily leverage Trail-head.Manage Chatter Support Groups, to provide solutions to end users via this channel and ensure user needs are addressed timely and accurately.Secure training logistics such as venue/room availability, connectivity, and materials to deliver excellent customer experiences.Maintain training portal and content libraries by producing new training's (recordings) on specific themes, tips and tricks and drives roll out of these materials using Salesforce.com.

  • Track and measure effectiveness for training's (attendance, feedback etc), including conducting post-training follow up with end-users and identify improvement areas. Apply key learning to improve future programs.

  • Help identify platform enhancements, best practices for governance and processes based on training feedback and gaps and share recommendations with CoE team.Support the maintenance of the CRM structure in Salesforce.com as a secondary priority:

  • User roles

  • Security

  • Permission profiles and Territory Alignment

  • Workflow rules

  • Process/dialogs

  • Troubleshooting

  • Serve as resource for ensuring data integrity and ongoing facilitation of data cleansing as needed via various means, including but not limited to utilizing native CRM tools such as merges and de-duplication tools, as well as creating views/reports as needed for staff review

  • Perform systematic CRM updates as needed including bulk edits using DataLoader, record reassignments, back-end updates, etc. to ensure CRM information is kept current.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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