CRM Support & Training Specialist

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Date: Jan 13, 2023

Location: New York, US Philadelphia, US Jersey City, US

Company: 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 175 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. 

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We are looking for a CRM Support & Training Specialist to strengthen the Sales Operations Training and Support Team.


The CRM Support & Training Specialist works within the global Institutional Sales & Marketing organization. The CRM Support & Training Specialist is part of a global team and supports users within the end to end sales process on a daily basis. 


Job Responsibilities:

  • Provide support on-site and remotely to all users of sales systems (e.g. CRM, ERP, PLM)
  • Execute an administrator role and have very good understanding of Salesforce or any other CRM and the underlying business workflows and processes
  • Support the transition from SAP CRM to Salesforce by working closely with stakeholders to define requirements
  • Ensure buy-in and business support for the transitioning phase from SAP CRM to Salesforce
  • Responsible for testing and signing off on new developments to ensure high quality of functionality rolled out
  • Provide expert advice to users in the use of CRM and also ERP
  • Translates user feedback in continuous improvement requests by using LEAN methodologies
  • Support users to embrace and operationalize new initiatives and implemented changes
  • Analyze training needs of user groups and provide training on a frequent basis to ensure knowledge is secured and transferred
  • Create and update training materials (manuals/videos) and promote these via the internal training environment and communication platform (Hive)
  • Setting up, rolling out and ongoing maintenance of Digital Adaption Platform for onboarding and training
  • Communicate new functionalities to the user groups using different channels and tactics
  • Manage projects related to the improvement of sales systems and represent the Sales Operations department within other related projects
  • Support all users during the roll-out of the new workflows and processes as defined in the eCommerce project


Experience, education, skills, qualifications required:

  • Bachelor degree
  • Solid experience as key user (administrator level preferred) of Salesforce or any other CRM system
  • Knowledge of SAP ERP environments preferred
  • Knowledge of Digital Adoption Platform advantageous
  • Strong MS Office Skills including Excel, PowerPoint, Word
  • Working knowledge of LEAN principles and Agile framework
  • Good understanding of commercial processes
  • Self-starting, high degree of independence
  • Excellent written and oral communication skills in English
  • Keen technical skills and business acumen
  • Training experience would be advantageous
  • Excellent problem solving and analytical skills
  • Readiness of mind
  • International and cultural sensitivity
  • Ability to work in a fast-paced environment; works well under pressure and tight deadlines


If you are an internal applicant please inform your line manager.


Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below: 
•    Medical, Dental and Vision 
•    401(k) with company match and contribution
•    Hybrid office working policy, Summer Hours, and paid time off
•    Flexible Spending and Commuter programs
•    Multiple Life insurance options
•    Disability coverage
•    Tuition Assistance
•    Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
•    Employee Assistance Program
•    Family friendly benefits and a variety of employee discounts
•    An array of Employee Social Networks  


Annualized Base Salary Range: $65,000 – $75,000. The salary offer may vary based on work experience, education and skill level.


Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “Equal Employment Opportunity Is The Law” poster:
At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.