CRM Specialist

Infopulse is inviting a talented professional to join our growing team as a CRM Specialist. 

Reporting directly to the Digital Sales Product Owner, within the Sales Operations team, the CRM Specialist is responsible for the user support of the company’s digital sales tools: Sales Cloud and Pardot CRM (Customer Relationship Management) and DocuSign CLM (Contract Lifecycle Management). This person will handle the first line user’s questions related to the business processes and usage of the tools. He/she will develop and maintain communication material for the tools as well as provide trainings on the same.

Areas of Responsibility

Communication, Training and Change Management

• Execute the yearly training plan dedicated to the end users for the Digital Sales Tools (both CRM and CLM)
• Develop and maintain up to date the User support communication media, such as User manuals and FAQ, Video pills, Training material, etc.
• Support users in the adoption of the Digital Sales Tools for managing their work in compliance with the BICS processes and policies

User management and support

• Onboarding of new users
• First point of contact for the user community to support them in the usage of the Sales Digital Tools
• Handle the first screening evaluation of the tickets related to CRM and CLM platforms ( bugs, change requests, incidents, …) to address their resolution:
  • keep accurate records of the types of problems, support and resolutions to be handled. keep track of escalated tickets and follow up on their progress
  • Support the Technical team for the incident / service request resolution

Qualifications

• Excellent written and verbal communication skills in English
• Knowledge of the Change management activities and best practices
• Ability to create training videos and other communication media, including the usage of Video editing tool (Ideally Camtasia)
• Basic Knowledge of the sales processes
• Knowledge of the logic behind a CRM tool
• At least 2 years of proven experience managing a CRM Tool

Will be an advantage

• Usage of Salesforce, Sales Cloud module 
• Experience with a Contract Lifecycle Management tool (preferably DocuSign)