CRM Training & Support Senior Specialist (Salesforce)

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world’s best places to work. We are currently the #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009. Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.

WHO YOU’LL WORK WITH

You’ll be part of Bain’s Global CRM Team, a cross-functional group responsible for driving CRM strategy, usage, and support across the firm. The team collaborates globally with stakeholders across departments, including business development, marketing, operations, and technology, ensuring Bain’s Salesforce CRM tools are optimized to meet commercial objectives.

WHERE YOU’LL FIT WITHIN THE TEAM

As Manager, CRM Training, you’ll play a key role in supporting global Salesforce CRM adoption by designing and delivering tactical training, managing end-user support operations, and driving process improvements. You will lead a support hub and be the go-to expert for CRM-related training and frontline support across Bain’s global offices. This role sits in the Global Business Services (GBS) office in either Mexico City or New Delhi, with a strong emphasis on cross-regional collaboration.

WHAT YOU’LL DO

Drive CRM Training and Adoption

•    - Develop and deliver engaging training sessions to drive user adoption of Bain’s CRM (Salesforce) across the firm.

•    - Provide onboarding training for new users and teams, ensuring alignment with business processes.

•    - Act as a subject matter expert (SME) for CRM tools, responding to advanced usage questions and guiding user champions.

•    - Maintain and continuously update training materials, including slide decks, video tutorials, GIFs, and documentation.

•    - Implement and manage digital adoption tools to support learning and reduce user confusion.

•    - Lead special projects, including system rollouts and new feature enablement, in collaboration with the Global CRM team.

•    - Provide guidance on firm policies and CRM best practices.

Manage CRM Helpdesk Operations

•    - Oversee the ServiceNow-based helpdesk supporting ~4,000 global users.

•    - Ensure tickets are categorized, prioritized, and resolved in accordance with SLAs and support standards.

•    - Directly handle usage-related questions using deep product and process knowledge.

•    - Coordinate with regional support hubs to ensure smooth ticket handoffs and consistent user support.

•    - Identify recurring issues and escalate technical problems to the appropriate product teams.

•    - Analyze helpdesk trends and user feedback to surface areas for improvement.

•    - Propose and implement solutions—including process enhancements and automation—to improve service efficiency.

ABOUT YOU

Must-Haves:

•    - Bachelor’s degree in Business Administration, Computer Science, Data Science, Marketing, or a related field.

•    - 3+ years of hands-on Salesforce experience focused on training delivery.

•    - 5+ years of experience with CRM systems or enterprise database platforms.

•    - Excellent English communication skills—both written and verbal.

•    - Experience managing or supporting helpdesk operations.

•    - Strong analytical, organizational, and project management skills.

•    - Ability to work independently and collaboratively in a fast-paced global environment.

•    - Comfortable with flexible hours to support multiple time zones.

Nice-to-Haves:

•    - Master’s degree in Business, Marketing, Communications, or a related field.

•    - Salesforce certifications.

•    - Familiarity with ServiceNow, BoardEx, Introhive, or similar tools.

•    - Background in the consulting industry or other professional services environments