Job Description
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, andother 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. • Develop 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 Apply tot his job