Essential Functions
Drives tactical training across user base and initiatives related to CRM user adoption
- Develops and delivers tactical training to drive CRM adoption across the organization at the direction of the head of training
- Provides onboarding training for current users and administrative teams, aligning their CRM usage with business needs.
- Acts as a subject matter expert (SME) on designated CRM products and activities, addressing complex inquiries from stakeholders and engaging with external vendors (e.g., Introhive, BoardEx).
- Leads special projects and initiatives related to CRM training and adoption, including new feature rollouts and system updates , in collaboration with the broader Global CRM team.
- Maintains and updates training materials, including PowerPoint slides, GIFs, video tutorials, and knowledge base documentation.
- Recommends and implements strategies for leveraging digital adoption tools to enhance user engagement and address potential confusion points.




- Works closely with data management experts to surface and resolve data-related issues impacting CRM adoption.
- Advises users on firm policies and best practices to ensure compliance and optimal CRM utilization

Manages Helpdesk support
- Manages helpdesk operations, ensuring tickets are categorized and resolved promptly, adhering to Bain s high standards and SLAs.
- Escalates technical issues effectively, keeping stakeholders informed throughout the resolution process.
- Utilizes strong communication skills to address user queries while simultaneously providing opportunistic training on related CRM features.
- Coordinates with a North American based support hub to ensure seamless handoff and resolution of helpdesk inquiries.
- Captures and conveys user feedback to the product team(s), articulating challenges and suggesting improvements to enhance the CRM experience.
- Analyzes helpdesk trends , providing regular summarized insights to identify common issues and training gaps.
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📌 Manager, CRM Training and Support (Delhi)
🏢 Bain Company India
📍 Delhi