CRM Support & Training Specialist

Job Description

We are excited to announce that we have a superb opportunity to join Cumming Europe, in the role of CRM Support & Training Specialist in our Cardiff Office, who will be responsible for first-line support for end users of Cumming’s Dynamics 365 Sales

The role of the CRM Support & Training Specialist is responsible for first-line support for end users of Cumming’s Dynamics 365 Sales. This team member typically works alongside other Support Specialists to provide help desk assistance for non-technical inquiries and runs both formal and informal trainings for existing and new users. This position requires front-end knowledge of D365 Sales capabilities and actively works to ensure a high level of customer satisfaction for all end users.

This role will be based in our Cardiff office, with some travel to other Cumming locations.

The role of a CRM Training & Support Specialist includes the following responsibilities:

Conduct frequent screen share calls with people needing D365 Sales assistance and work to thoroughly understand the underlying challenges fueling each request.
Monitor incoming support requests to facilitate timely responses in accordance with Cumming’s agreed-upon levels of service/ quality standards (i.e. SLA standards).
Adopt a customer-centric attitude to ensure that every interaction fosters a positive and productive environment for end users and ultimately, Cumming’s D365 Sales Apps and associated systems.
Work to build the skills of end users so that each user is empowered to handle future challenges themselves when and where appropriate.
Receive and log system anomalies as they are discovered via trainings and escalate to appropriate resources for resolution. Participate in hindsight reviews as needed to ensure resolution.
Understand existing business, team, and training processes; develop, track, and maintain the formalized training program(s) for new users, users changing roles and users on-boarding from acquisitions. Create, track, and execute training programs to refresh and enhance user skills.
Collaborate with the CRM team to understand the range of functionality in D365 Sales, stay up to date on feature releases, and create systems to monitor usage and identify trends where additional training may be required.
Identify ‘power users’ and work with SMEs, business decision makers and topic experts across various departments to understand knowledge gaps and address training needs.
Share knowledge of user needs and challenges with the CRM team to help inform short-term priorities as well as the overarching CRM Strategy

Key Attributes:
The ability to –

Be comfortable engaging with a wide variety of end users to address questions and provide clarifications.
Motivate by helping others build their own skills and capabilities within an ever-evolving system.
Learn quickly and work independently as part of a cross-functional team.
Show excellent verbal and written communication skills.

Qualifications & Skills:

A minimum of one (1) years’ experience providing on-going support for end users (i.e. customer care, customer support or related experience).
A minimum of two (2) years’ experience conducting user training sessions (i.e. training adult learners [technical and non-technical users] with different levels of expertise).
Previous experience with Microsoft Dynamics 365 Sales and/or Customer Engagement. Experience with Customer Insights a plus. Comfort with creating and iterating on views in Microsoft Dynamics and understanding the foundational concepts behind them.
Previous A/E/C experience is preferred but not required.
Certifications in Dynamics 365 and/or related areas preferred but not required
Strong knowledge of sales and pursuits business processes.
Can apply knowledge of commonly used concepts, practices, and procedures in the A/E/C industry.
Familiarity with CRM systems and practices. Understanding of relational databases and reporting tools.
Ability to ‘meet users where they are’ - can explain concepts to users with varying degrees of experience.

Cumming Europe Ltd provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.