Salesforce/CRM Training and Support Specialist

Job Title: Salesforce/ CRM / Sales Operations Training and Support Specialist
Work Mode: Hybrid
Job Location: New Delhi

About the Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature /@SpringerNatureGroup

About the Brand
Springer is a leading global scientific, technical and medical portfolio, providing researchers in academia, scientific institutions and corporate R&D departments with quality content through innovative information, products and services. Springer has one of the strongest STM and HSS eBook collections and archives, as well as a comprehensive range of hybrid and open access journals. Visit springer.com and follow @Springer1842

About the Role

We are looking for a proactive professional to support users across various sales systems including Salesforce, SAP ERP, Docomotion, and WalkMe. This role involves providing end-user support, identifying training needs, ensuring system adoption, and collaborating with global stakeholders to drive operational efficiency. If you're passionate about enabling teams through systems and training, this role is for you.

Responsibilities:
Provide Support: Assist users of sales systems, including Salesforce, ERP, Docomotion, and WalkMe, both on-site and remotely.

Stakeholder Collaboration: Work with stakeholders to ensure smooth operations.

Identify Gaps: Help identify training and knowledge gaps, as well as system bugs.

System Knowledge: Gain expertise in systems used by Sales Operations

Salesforce: Support users by leveraging your knowledge of Salesforce functionalities and features.

Docomotion: Learning of Docomotion and its use

WalkMe: Acquire knowledge of digital adaption platform

ERP: Acquire knowledge of SAP system

Departmental Support and Training: Support departments such as e.g. Sales and Licensing Invoicing, and other stakeholders effectively.

Drive Adoption: Encourage and support the adoption of Salesforce across the organization globally.

Quality Assurance: Assist in testing and signing off on bugs and new developments to ensure high-quality functionality.

User Support: Help users embrace and operationalize new initiatives and changes.

Training: Analyze training needs, provide training sessions, and ensure knowledge transfer.

Create Training Materials: Develop and update training materials (manuals/videos/simulation) and promote them via the internal training environment and communication platform (Hive).

Communicate Updates: Inform user groups about new functionalities using various channels such as Chatter, Confluence or Weekly Bulletin.

Global Collaboration: Collaborate with stakeholders locally and globally

Experience, Education, Skills, Qualifications Required:
•Bachelor's Degree: Preferred in a related field.
•Salesforce Experience: 1-3 years of experience in a similar role
•Salesforce Admin Certification: Preferred.
•Knowledge of Docomotion: Readiness to learn ins and outs of this tool for creating legal contracts.
•ERP Knowledge: SAP ERP knowledge is a plus.
•WalkMe Knowledge: Familiarity with any Digital Adoption Platform preferred.
•MS Office Skills: Proficiency in Excel, PowerPoint, and Word.
•LEAN and Agile Knowledge: Basic understanding of LEAN principles and Agile framework is a plus.
•Commercial Processes: Good understanding of commercial processes.
•Communication Skills: Strong written and oral communication skills in English.
•Technical Skills and Business Acumen: Keen technical skills and business understanding.
•Training Experience: Experience in providing training is a plus.
•Problem Solving and Analytical Skills: Strong problem-solving and analytical abilities.
•Adaptability: Ability to work in a fast-paced environment and handle pressure and tight deadlines.
•Cultural Sensitivity: International and cultural sensitivity is important.
Performance Metrics for Success:
•System Adoption: Support KPI to increase Salesforce adoption rate by 20% by measuring activities in SF
•Issue Resolution: Resolve 95% of support tickets within the SLA (Service Level Agreement) timeframe.
•Credit Note Reduction: Support KPI to reduce credits
•Renewal Rate: Contribute to achieve renewal rate

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodations. For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers

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