Enterprise CRM - User Support & Enablement Manager

Overview

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.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

EEO Statement:

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.