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CRM Support
2 months ago
We are seeking a highly skilled CRM Support & Training Specialist to join our team at Cumming Group UK & Europe. As a key member of our CRM team, you will be responsible for providing first-line support to end users of our Dynamics 365 Sales system, as well as conducting training sessions to ensure users have the necessary skills to effectively utilize the system.
Key Responsibilities- Support End Users: Provide timely and effective support to end users of our Dynamics 365 Sales system, addressing questions and concerns in a professional and courteous manner.
- Conduct Training Sessions: Develop and deliver training sessions to end users, ensuring they have the necessary skills to effectively utilize the Dynamics 365 Sales system.
- Monitor and Analyze System Usage: Monitor system usage and analyze data to identify trends and areas for improvement, making recommendations to the CRM team as needed.
- Collaborate with CRM Team: Collaborate with the CRM team to understand the range of functionality in Dynamics 365 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: Identify 'power users' and work with SMEs, business decision makers, and topic experts across various departments to understand knowledge gaps and address training needs.
- A minimum of one (1) year's 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
Cumming Group UK & Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, 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.
