Summary of Job
Conceptualize, research, develop, implement, maintain, and enhance Salesforce related training programs/materials. Facilitate training classes to support the Sales, Neighborhood Care, Customer Service: provide technical, administrative, and other support as needed. Responsible for the training environment from a technical and functional standpoint. Configure users and features as required in Salesforce training environments. Facilitate and approve user provisioning requests.
Responsibilities
• Facilitate training programs related to Salesforce applications. • Conduct training and refresher courses with user groups working within Salesforce. • Enhance adoption through training programs. • Report on adoption, feedback, ideas for improvement. • Work with stakeholders to determine training needs and opportunities and manage training calendar. • Developing personas for system users and targeting training to those groups that maximize effectiveness of CRM users. • Creating release notes, documenting new functionality and training users on newly implemented functionality. • Developing documentation and understanding of the existing feature set as implemented to assist with questions and enhancements. • Design and create high-quality, engaging, and effective training programs. • Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials. • Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs. • Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals. • Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers. • Perform other job-related duties as directed or required.
Qualifications
Bachelor's Degree; Master's Degree (Preferred)
Salesforce certification (Preferred)
4 - 6+ years of relevant professional work experience (Required)
2 - 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting (Required)
2 - 3+ years of implementing Salesforce configuration and rolling this out to users (Required)
Additional experience/specialized training may be considered in lieu of educational degree requirements (Required)
Knowledge of adult learning theory; experience with inclusive training methodologies (Required)
Software application training experience (Required)
Excellent time management skills (Required)
Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills (Required)
Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work (Required)
Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization (Required)
Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies (Required)
Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically (Required)
Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives (Required)
Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations (Required)
Flexibility to accommodate travel to various locations (Required)
Self-motivated, innovative, and flexible (Required)
Experience delivering training in a call center/customer contact center / sales environment (Preferred)
Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) (Preferred)
Additional Information
Requisition ID: 1000002905
Hiring Range: $68,040-$118,800