CRM Content and Adoption Associate

This role focuses on developing, organizing, and maintaining training materials to support operational initiatives, particularly for Microsoft Dynamics 365 (D365). The Training Content Specialist ensures an optimal user experience by addressing issues, offering high-level support, and creating engaging, on-demand training to drive adoption of the D365 Customer Relationship Management (CRM) system.

Key Responsibilities:

• Perform general D365 support tasks, including managing Tracker.Net tickets, documenting D365 meetings, and maintaining new hire reports and processes.
• Develop on-demand training content aligned with Central Operations (COPS) team initiatives and Microsoft Dynamics CRM objectives.
• Create engaging training materials, such as videos, presentations, and multimedia assets, using tools like Canva, Murf-AI, and Vimeo.
• Proofread and review training materials to ensure consistency and accuracy.
• Collaborate with internal business units to promote user engagement and ensure effective system adoption.
• Participate in testing, training, and implementation phases of CRM projects as needed.
• Support the Senior CRM Content and Adoption Associate by developing “how-to” guides, training materials, and videos for role-specific user learning.
• Manage the COPS D365 Users “Support” channel, providing timely resolutions to CRM-related inquiries.
• Assist with rolling out new functionality by creating supporting training materials.
• Conduct virtual training demonstrations and provide process implementation support.
• Work with the Content Development & Adoption (CDA) team to identify CRM needs, refine processes, and communicate system updates.
• Use learning platforms and surveys to collect feedback on training effectiveness and refine content.
• Contribute to regression testing templates for CRM projects and stay updated on new technologies and trends in training and content creation.
• Use analytics to measure user adoption success and recommend best practices to internal stakeholders.
• Promote effective management of sales pipelines by engaging subject matter experts (SMEs) and managers.

Qualifications:

• High school diploma or equivalent required; associate degree preferred.

Experience:

• At least six months of experience delivering training in group or virtual environments required.
• A minimum of one year of CRM system implementation or adoption experience strongly preferred.
• Financial services or banking industry experience is a plus.
• Familiarity with project management and training coordination is an advantage.

Skills:

• Proven ability to translate business requirements into technical solutions.
• Strong analytical, organizational, and problem-solving skills.
• Effective verbal and written communication skills with attention to detail.
• Proficiency in Microsoft 365 applications and tools for creating training content.
• Experience using screen capture and recording tools (e.g., SnagIt, Canva); familiarity with text-to-speech platforms is a bonus.
• Ability to adapt to new systems and workflows resulting from system upgrades.
• Professional demeanor with strong interpersonal skills to foster collaborative relationships.

Additional Requirements:

• Reliable internet connection and necessary equipment for virtual meetings (headset, microphone).
• Flexibility for occasional travel to bank locations, training facilities, or events.
• Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m., with additional hours as needed.
• Punctuality is essential to uphold First American Bank’s customer service standards.