Salesforce Super User

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary
In this role, you will be responsible for improving users’ adoption by sharing best practices across the region and ensuring the tool is being utilized correctly. You will be collaborating with various stakeholders (NOVA project team, CAN, IT, Academy, HR, local management, power users, and other delegated administrators) for ongoing identification of improvements and providing support to a group of countries.

We are looking for someone with experience in Customer Experience, Salesforce and the ability to provide training to audiences in face-to-face and/or virtual settings.

Main Responsibilities

• Provide business support as the single Point of Contact for a dedicated pool of Power Users and escalate to the Business System Administrator (HO)
• Onboard new Power Users, engage with them through regular calls and provide training for analytical skills, if needed
• Gather feedback on releases’ quality and adoption through UAT
• Access the majority of administrative tasks: templates, basic automation, chatter groups, quick links and reports/dashboards.
• Identify business processes, tool enhancements, improvements and contribute to the NOVA roadmap.
• Maintain and/or drive adoption rates for countries by identifying issues, defining action plans and engaging relevant persons in charge in the agencies and with CAN Area Management.
• Contribute to corporate toolkits such as “How To Guides” and Q&A file, and maintain up-to-date local “How To Guides” and Q&A file.
• Provide NOVA technical support for agencies to minimize business operation impact
• Communicate any changes and roadmap to the Power User network

To excel in this role, you would need to possess excellent stakeholder management and good interpersonal skills.

Minimum Requirements

• At least 2 to 3 years of experience with Salesforce or Zoho CRM, HubSpot, Oracle CRM
• Salesforce admin certification would be advantageous
• Preferably with Process, Quality or IT background
• Experience in training and/or customer-facing experience would be advantageous

Come along on CMA CGM’s adventure!