CRM Adoption Specialist (Remote) — Training & Change Management

Global Sports Jobs Limited; United States; Remote; USD 90,000 - 130,000; Full time

Job description

About the Role

The Unified Champion Schools (UCS) team seeks a senior individual contributor to lead the implementation and adoption of its new Customer Relationship Management (CRM) system. The role reports to the Director of Digital Strategy and focuses on system adoption, maintenance, troubleshooting, training and change management. The post-holder works with SpecialOlympicsNorthAmerica (SONA) stakeholders to educate future users on the benefits of the CRM platform and collaborates with end users on a daily basis. Candidates are expected to bring existing CRM experience as a foundation for learning the features unique to the Special Olympics CRM and the UCS Grant Portal connector.

Key Responsibilities

• Serve as the UCS team subject matter expert for the Customer Relationship Management (CRM) platform and the UCS Grant Portal.
• Promote team adoption of the platform through training, change management and troubleshooting, and participate in CRM-related working groups, including those related to UCS strategic plans.
• Answer relevant Helpdesk tickets using a strong understanding of the UCS Grant Portal and provide excellent customer service to state Special Olympics Programs.
• Troubleshoot issues UCS team members have using the CRM, and retest and approve maintenance bugs.
• Champion a structured approach to learning, using and building confidence in the CRM.
• Create and update training materials for both the CRM and the UCS Grant Portal in collaboration with team members who focus on Grant Administration.
• Support data requests across UCS divisions and collaborate with relevant team members to maintain and clean data.
• Assess company challenges, define solution vision and requirements, and recommend CRM-based options.
• Support platform development sprints as requested, including user story review, test case review, and user acceptance testing.
• Consider improvements that can be made to the CRM solution and its accompanying materials in relation to accessibility.

Required Experience & Qualifications

• 2-3 years of experience working in CRM solutions.
• A bachelor's degree or equivalent professional experience plus five to seven years of relevant work experience.
• Experience with service-oriented projects and customer support.
• High level of understanding around the importance of a CRM solution.
• Excellent presentation and written communication skills.
• Analytical problem-solving skills.
• Ability to work under indirect supervision and juggle competing priorities.
• Effective interpersonal skills including an openness to feedback and collaboration.
• Flexibility in working with teammates with different workstyles.
• Strong ability to explain technical topics in easy to read and accessible ways.
• Exemplary customer service and relationship management skills.
• Expert proficiency in Microsoft Office (Outlook, SharePoint, OneDrive, Teams, etc.).

Preferred Skills

• Microsoft Dynamics experience.
• Experience and/or coursework in the area of Computer Science or Information Systems.
• Experience in working with platform development or product teams.
• Experience with accessibility standards and product solutions.
• Previous experience with Special Olympics.

Workplace

• Washington, DC
• Remote, USA

Benefits & Perks

• Generous and comprehensive benefits package for full-time employees based in the USA.
• Medical, dental and vision cover.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Life insurance and disability cover.
• Retirement plan.
• Legal resources.
• Paid time off (PTO).
• Opportunity to expand as the subject matter expert for other SONA and UCS platforms.