CRM Support Specialist

7 days ago

Penarth, Vale of Glamorgan, United Kingdom Cumming Group UK & Europe Full time
About the Role

We are seeking a highly skilled CRM Support Specialist to join our team at Cumming Group UK & Europe. As a CRM Support Specialist, you will be responsible for providing first-line support to end users of our Dynamics 365 Sales platform.

Key Responsibilities
  • Conduct frequent screen share calls with users to understand their challenges and provide timely support.
  • Monitor incoming support requests and respond in accordance with our service level agreements.
  • Develop and maintain a customer-centric approach to ensure a positive experience for end users.
  • Build the skills of end users to empower them to handle future challenges independently.
  • Log and escalate system anomalies to appropriate resources for resolution.
  • Participate in hindsight reviews to ensure resolution and improve processes.
  • Develop, track, and maintain formalized training programs for new users, users changing roles, and users on-boarding from acquisitions.
  • Collaborate with the CRM team to understand the range of functionality in D365 Sales and create systems to monitor usage and identify trends.
  • Identify 'power users' and work with subject matter experts to understand knowledge gaps and address training needs.
  • Share knowledge of user needs and challenges with the CRM team to inform short-term priorities and the overarching CRM Strategy.
Requirements
  • A minimum of one year's experience providing ongoing support for end users.
  • A minimum of two years' experience conducting user training sessions.
  • Previous experience with Microsoft Dynamics 365 Sales and/or Customer Engagement.
  • 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.
  • Ability to 'meet users where they are' and explain concepts to users with varying degrees of experience.
About Cumming Group UK & Europe

Cumming Group UK & Europe is an equal opportunities employer 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.

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