Customer Relationship Management

6 months ago

Liverpool, United Kingdom Pearson Full time

**CRM Support Specialist**

**Responsibilities**:

- Optimisation of Salesforce: To optimise the current features of Salesforce for WFS Sales (UK & International). This means staying on top of the latest Salesforce releases and updates, and actively seeking out opportunities to leverage these new features to drive business value. This requires a deep understanding of Salesforce functionality, best practices, and industry trends to identify areas for improvement and optimisation.
- Conduct training sessions for team members on CRM best practices, features, and updates.
- Provide ongoing support to users, troubleshooting issues and optimizing system usage.
- Be the Salesforce superuser for WFS Sales: This will involve having the knowledge and skills to quickly set up changes as needed. This requires in-depth knowledge of the Salesforce platform, including its features, functionalities, and capabilities. As a superuser, the individual will be responsible for managing user access, creating and managing reports and dashboards, and proactively identifying potential risks.
- Work across and with other stakeholders within WFS but also the A&Q & ICC verticals: To understand demand and share features from other global functions, it is necessary to work across and with other verticals. This will require collaboration with colleagues in these teams to identify common pain points, sharing knowledge and best practices, and learning from one another. So, we can better understand the demand for features and functionality within the organisation and ensure that the platform is optimised to meet these needs.
- Change governance for Salesforce: As a change governance lead for Salesforce, the individual will have a holistic view of the wider Pearson-Salesforce ecosystem. You will need to understand the impact of changes on different areas of the organisation, manage risks and dependencies, and ensure that changes are aligned with the overall strategic direction of the organisation. By doing so, you will ensure that Salesforce is optimised for ICC and that changes are implemented in a way that maximises their value. Work closely with stakeholders to ensure our technology needs are prioritised accordingly.
- This involves staying up to date with the latest trends and best practices in Salesforce technology, sharing knowledge and best practices, and prioritizing technology colleagues' needs in the overall strategic direction of the organisation.
- Share sales reports with the business as required, so that we analyse activity & performance, from customer enquiry to sale. Close collaboration with Marketing will be crucial.

**Skills / Experience**:

- Sound understanding of Salesforce functionalities and a desire to further develop your knowledge.
- A team player, who works easily alongside colleagues across many different disciplines, and is very comfortable collaborating in cross-functional agile teams and with stakeholders in senior management.

**Behaviours**:

- Make your mark. Performance-driven, focused on the metrics that matter, with a bias for action. An organiser, seizing responsibility and delivering on the promise.
- Ask why - Evidence-focused, championing the use of data and insights
- Time Management - Able to deliver to given time scales & benchmarks and organise your workload effectively.

**What to expect from Pearson**

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. Al

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