Manager, CRM Enablement & Support

Company Overview

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Position Summary

Drive user adoption and maximize the value of Bain’s Salesforce CRM by delivering targeted training, clear documentation, and responsive support. As a go-to expert on CRM and related tools, you’ll team to create a enablement toolkit, streamline onboarding for client teams, provide expert helpdesk guidance, and partner with the product team to improve usability. You’ll keep training materials and knowledge resources current with system enhancements and serve as a strong voice for end users.

You will oversee the regional ServiceNow helpdesk for EMEA, supporting ~1,700 of Bain’s 4,000 Salesforce users. Partnering closely with counterparts in APAC and the Americas, you’ll ensure consistent global coverage while managing and resolving issues locally. You’ll synthesize user feedback and emerging themes from the helpdesk to share with leadership, helping to shape priorities and drive continuous improvement. This involves collaboration with your counterparts in other regions, as well as business functions and technical resources to refine support methods, strengthen data integrity, and enhance the overall user experience.

The ideal candidate brings Salesforce expertise, excellent communication skills, a customer-service mindset, and experience designing and delivering effective training.

Essential Functions

Drives training across user base and initiatives related to CRM user adoption

• Design and deliver dynamic training programs that drive consistent Salesforce CRM adoption across the organization.
• Onboard new users and admin teams, tailoring sessions to align CRM usage with specific business needs.
• Serve as the subject matter expert for CRM-related questions, addressing complex use cases and liaising with external partners (e.g., Introhive, BoardEx).
• Lead enablement initiatives, such as feature rollouts and system upgrades, in close collaboration with the Global CRM team.
• Update training assets—including slide decks, GIFs, video walkthroughs, and knowledge base articles—to reflect product enhancements.
• Optimize the digital learning experience by leveraging adoption tools like WalkMe to guide users, reduce friction, and improve engagement.
• Partner with data teams to diagnose and resolve CRM data issues that impact user adoption and data quality.
• Provide expert guidance on internal policies and best practices to ensure secure, compliant, and efficient use of CRM.

Manages Helpdesk support 

• Oversee ServiceNow helpdesk operations, ensuring efficient ticket handling that meets Bain’s SLAs and service standards.
• Exercise sound judgment in escalating technical issues, keeping stakeholders updated on progress and outcomes.
• Turn support interactions into learning opportunities, delivering micro-training while resolving user inquiries.
• Coordinate seamlessly with the North American support hub, ensuring smooth handoffs and rapid issue resolution.
• Translate user feedback into actionable insights, advocating for enhancements and clearly conveying user needs to product teams.
• Analyze support trends, synthesizing issue patterns and training gaps into digestible, impactful reports.
• Collaborate cross-functionally to identify root causes of recurring challenges and drive continuous process improvements.
• Enhance helpdesk efficiency through AI, automation, and smarter workflows where applicable.

Qualifications

Education 

Required:

Bachelor’s degree in business administration – IT, Computer Science, Data Science, Marketing, Communication or related field

Preferred:

Master’s degree in business administration, Marketing or Communications or a related field

Experience

Required:

3+ years of hands‑on Salesforce experience with a focus on training and user enablement.

5+ years working with CRM, enterprise systems, or complex database platforms.

Preferred:

Salesforce trailhead badges or certifications a plus

Knowledge, Skills and Abilities

Required

Deep knowledge of Salesforce, with ability to translate complex technical concepts into engaging, user-friendly training.

Excellent English communication skills, both verbal and written. The ideal candidate can communicate persuasively across all levels of the organization to drive CRM adoption and resolve challenges.

Proven experience managing help desk support or executing complex troubleshooting and escalation workflows.

Strong analytical and problem‑solving mindset; proactively identifies inefficiencies and implements strategic improvements.

Comfortable working flexible hours to support global users across Europe and Asia‑Pacific.

Customer‑centric attitude, excellent organizational skills, reliability, and adaptability in fast‑paced environments.

Strong attention to detail and a high level of accuracy.

Preferred:

Knowledge of Salesforce Sales Cloud, ServiceNow, BoardEx, Introhive.

Familiarity with consulting or professional services workflows and expectations

 ABOUT US 

Bain & Company is a global consultancy that helps the world’s most ambitious change-makers define the future.

Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a platinum rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 1% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.