Customer Support jobs in Canada

This multi-faceted role focuses heavily on end-user training and robust process management to ensure business success and driving adoption with end users. It involves developing and maintaining comprehensive internal training and enablement documentation, leading change management initiatives for Salesforce, and providing expertise in commercial processes. The role is critical for streamlining various elements to the Lead to Cash process, driving technology adoption through effective training, establishing clear documentation, continuous process improvement, and also contributing to accurate reporting and data management within the CRM system.

Salesforce: End-User Training & Change Management

• Lead change management and alignment planning sessions for Salesforce initiatives, including communication development, training schedules, and user acceptance testing.

• Develop clear, concise, intuitive training materials including FAQs, quick reference guides, standard operating procedures, best practices, tips & tricks, etc.

• Identify resistance gaps and develop/propose solutions to address.

• Partner with department leaders and end users to eliminate barriers and ensure execution of key change management plans related to Salesforce initiatives.

• Lead the facilitation of knowledge transfer to internal team leads (e.g. “train the trainer”) and align people, processes, and platforms to drive & enforce adoption.

• Identify opportunities for process improvements and work with the Salesforce Product Owner who will lead optimization initiatives across the commercial organization.

• Collaborate with BU stakeholders to document and maintain business processes, including data and/or tech integration diagrams & flowcharts, develop/write Business Requirements Documentation..

• Be involved and contribute to Cross-BU Salesforce initiative change management & alignment planning sessions - including comms development, gap analysis, training schedules, UAT facilitation for Canada user group/s, review / validation of end user feedback during UAT and post go-live of projects.

• Be an active and contributing member to projects that align with business objectives and operational needs.

• Identify and facilitate the formal gathering and documentation of commercial requirements, gaps, friction points- working directly with the Business Analyst - and develop a roadmap for possible future new Salesforce related features, functionality, system enhancements, SaaS integrations etc.

• Participate in Lead to Cash weekly Salesforce project calls - with clearly documented preparation for Canada BU - ensuring the needs of Canada departments are represented during the meeting, including all departments needs are covered (Sales, Marketing, Operations, Billing, Finance, Boarding, Service etc)

• Manage & triage Salesforce support tickets for Canada end users; determine which ones can be supported & closed out locally vs which ones require escalation to central Administrator team for support and closure.

• Sales Enablement Lead for new Salesforce feature, functionality, enhancements, new integrations, process improvement tech roll out.

• Create, enhance, and maintain CRM dashboards, reports, and data visualizations - aligned to Enterprise standards - to monitor key performance indicators; utilized by (but not limited to) Finance, Sales, Marketing, Operations, Support, and data analysts for use in pipeline coaching, pipeline health review, pipeline hygiene, data governance, system adoption, forecasting, data hygiene audits etc.

• Continuous collaboration with our BI & Analytics team as well as Enterprise BI & Insights Teams in various regions to ensure alignment and standardization (when/where applicable) to Enterprise reporting models.

• Salesforce data hygiene / maintenance for all objects including Accounts, Opportunities, Contacts, Leads, Lead Tasks, Products, Campaigns, Cases, Territories etc.

• Ensure the ongoing integrity of data within the Salesforce technology eco-system by conducting audits and addressing discrepancies directly and/or with end user groups.

• Develop and conduct standardized process and cadence of Salesforce field audits and clean up initiatives.

• Participate in cross-department and cross-business unit impact analysis for proposed changes/updates/edits/addition to data and/or fields and object management within Salesforce.

• Multiple years of experience conducting, structuring, managing, and measuring end user training & change management of Salesforce and associated / integrated SaaS platforms/processes.

• Proven experience in Marketing Operations, Sales Operations, Revenue Operations, Sales Enablement, Training & Change Management, or a related field.

• Significant hands-on experience with shared instance CRM platforms in use by multiple geographies, multiple departments, and maintaining data & process governance for a specific region.

• Strong background in creating, maintaining, and documenting Standard Operating Procedures (SOPs), Quick Reference Guides (QRGs), Business Requirements Documents (BRDs), Frequently Asked Questions (FAQs), process flowcharts, and other operational documents.

• Strong analytical skills with the ability to interpret data and provide actionable insights.

• Salesforce Certifications (obtained more than 4 years ago) and maintained / recertified when applicable each year.

• Certified Training and Change Management practitioner

• Extensive experience working in the Salesforce "eco-system" of technologies

• Google Workspace savvy

Primary Location: CAN-Toronto-5700 Yonge CAN-Montreal

Function: Function - Sales Support

Schedule: Full time