Enterprise CRM – User Support & Enablement Manager
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the centre of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.
We're seeking a future team member for the role of Enterprise CRM – User Support & Enablement Manager to join our CRM team. This role is located in Pittsburgh PA, or Lake Mary FL.
In this role, you'll make an impact in the following ways:
The Enterprise CRM User Support & Enablement Manager will help to ensure that the organization is realizing the full value of the Enterprise CRM (ECRM) platform through user training, support and enablement, by leading and managing the ECRM global user support and enablement team.
Design and development of ECRM user training initiatives and programs including but not limited to; documentation, testing and production validation, user onboarding, training, coordination, rollout and evaluation
User support, issue management and resolution tracking
User onboarding planning, execution, and management
Conduct routine ECRM user "Office Hours" meetings, giving users an opportunityto ask questions about system functionality, issues, and best practices
Coordinate internal and external resources with a focus on planning, developing and delivering training
Participate in research of curricula development and user journeys, planning and implementation
Work with subject matter experts and engineering teams to collect and collate information that will be designed and developed into learning modules
Assist, organize, promote, and deliver specific training programs with individual employees or regions as needed
Survey the ECRM user community to determine the effectiveness of training, support, and user enablement methods and programs
Become an expert in all areas of the ECRM application including sales, marketing, customer service, and operations. This will require an in depth understanding of each user's job as it relates to ECRM
Work with end-user community and ECRM team in support of the ECRM vision, strategy, and processes
Schedule and conduct end user support groups and forums in support of ECRM platform enablement
Establish and maintain an ECRM user certification program including training badges and persona-based learning and certification paths
Co-ordinate with all business lines and organizational departments to schedule training for end-users
Maintain repository of ECRM documents library on SharePoint site
Perform periodic routine training of production support help desk personnel to increase their basic knowledge of the system in support of end users
Handle and coordinate the remediation of high-level user support requests as escalated by the production support help desk
Create and distribute an ECRM monthly newsletter to inform users of new system features and functions, spotlight key user enablement use cases and generally promote system adoption
Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
Monitor and evaluate training program effectiveness, success and ROI periodically and report monthly
Plan, create, and execute learning journeys, online learning, and instructor-led trainings based on business needs
To be successful in this role, we're seeking the following:
Strong communication and presentation skills (both verbally and in writing); able to articulate complex information in a clear and simple manner to a variety of audiences
Proficient in MS Word, MS Excel and MS PowerPoint. Experience with instructional design, SharePoint, Microsoft Dynamics or Salesforce CRM or comparable applications is a plus
Ability to work effectively under pressure with constantly changing priorities and deadlines
Ability to manage a global team of user support and enablement professionals
Ability to work with other work teams and develop solid working relationships and rapport
Proven track record in designing and executing successful training programs
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
Commercial focus on growing the bottom-line while mitigating/managing risk
Intellectual curiosity; desire to constantly learn and continuously improve
Excellent ability to establish, develop, and maintain trust-based relationships with key stakeholders
Ability to inspire others to action and able to draw on broader teams to deliver a superior outcome
Demonstrate excellent judgement and a fact-based approach to evaluation and decision making
Consummate professional; able to navigate a dynamic, matrixed, and regulated global organization
Minimum of five (5) years training and user support experience in Customer Relationship Management (CRM) systems or similar technology
Bachelor's degree in business or a related discipline, or equivalent work experience required; MBA or other advanced degree preferred
At BNY, our culture speaks for itself. Here's a few of our awards:
America's Most Innovative Companies, Fortune, 2024
World's Most Admired Companies, Fortune 2024
Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
Best Places to Work for Disability Inclusion , Disability: IN – 100% score, 2023-2024
"Most Just Companies", Just Capital and CNBC, 2024
Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
Bloomberg's Gender Equality Index (GEI), 2023
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.