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Senior CRM Support Officer
2 months ago
We are seeking an experienced and dynamic Senior CRM Support Officer to join our team at Morgan Hunt Recruitment. This pivotal role is responsible for supporting the onboarding and ongoing user experience of our Microsoft Dynamics 365 CRM system.
Key Responsibilities- Lead the onboarding and induction of new users to the Microsoft Dynamics 365 CRM system.
- Provide expert first and second-line user support across multiple channels, ensuring timely responses within agreed timeframes.
- Facilitate one-on-one and small group meetings via Microsoft Teams to gather user feedback, identify system errors, and address user requirements.
- Utilise system knowledge and diagnostic techniques to offer tailored advice and guidance, managing user expectations effectively.
- Escalate system errors to the CRM and IT teams, or third-party developers as necessary.
- Monitor and ensure the quality of user support across the CRM team, providing coaching and guidance where needed.
- Line manage 2 support officers and mentor superusers across the organisation to ensure they are well-prepared and informed in their roles.
- Lead the development and delivery of a comprehensive training programme for users, focusing on key CRM functionalities such as views, dynamic charts, and dashboards.
- Develop and maintain high-quality user communications, using platforms like SharePoint and Microsoft Teams to keep stakeholders informed and engaged.
- Drive positive change in user behaviour by managing user learning content and promoting best practice.
- Collect and analyse user behaviour data, providing insights and reports to the CRM team and key stakeholders to influence system improvements and business decisions.
- Contribute to the creation and review of team documentation, policies, and procedures to ensure consistent support across the organisation.
- Proven experience in CRM support, particularly with Microsoft Dynamics 365.
- Strong understanding of system training and user support, with excellent communication skills.
- Ability to manage user queries efficiently across multiple platforms.
- Experience in leading teams and mentoring colleagues.
- Skilled in gathering and analysing user feedback to drive system improvements.
- Strong communication skills both Written and Verbal
