Associate, Dynamics Enablement

BlackRock•Atlanta, GA

19d•$90,000 - $120,000•Hybrid

About The Position

About this role Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We have a dedicated Client Experience Transformation function, which is responsible for understanding the needs of our clients and colleagues and evolving our transformation strategy and roadmap and delivering across people, process and technology initiatives with key partners across the entire enterprise. A critical part of our client experience vision is the continued evolution of our enterprise CRM, Microsoft Dynamics, which enables 5,000+ sales, service, investment and other client-facing teams to deliver for our clients. We are seeking a highly motivated and experienced CRM enablement team member to join our team. This role will be focused on understanding challenges our Microsoft Dynamics users might be facing, providing assistance and guidance to users of the Microsoft Dynamics CRM Platform, resolving issues, enhancing the knowledge hub and support documentation, identifying opportunities for training or change management based on support volumes and themes, providing training and onboarding support to new users or around new enhancements or releases. The successful candidate will play a critical role in ensuring they are supporting the 5,000 users of our Microsoft Dynamics platform and identifying ways to drive adoption and resolve issues quickly and innovatively.

Requirements

2+ years’ experience with Microsoft Dynamics CRM is essential
Strong communication skills and ability to communicate technical information clearly and concisely to non-technical audiences
Proven customer service skills and ability to communicate effectively with users, listen to their needs and provide empathetic and helpful problem solving and support
Problem solving skills and the ability to identify, analyze and resolve issues in a timely and efficient manner
Strong written and verbal communication and excellent presentation skills
Excellent organization skills and time management
Experience in organizational change management
Experience working on enterprise wide or global programs of work
Strong analytical skills to be able to analyze data and identify trends to identify areas of opportunity for training or potential feature enhancements

Nice To Haves

Experience with Service Now is a plus

Responsibilities

User Training and Support: Provide training and ongoing support to team members using the CRM system, ensuring they understand how to effectively leverage its tools and capabilities
Release Support: Create, update, and maintain necessary documentation, videos, and guides for releases; Provide ongoing functional trainings, e.g. features releases and office hours
User Feedback Management & Insights: Collect and analyze customer feedback from user chats, super user community, usage analytics, ticket insights, using insights to make recommendations for service improvements and product enhancements
Inquiry Management: Triage support tickets to ensure timely and effective resolution; Collaborate with other teams to address and resolve complex issues
New User Onboarding: Support the onboarding process for new users including system setup and access, documentation, training, etc.
Analyze support & usage metrics: Develop and provide metrics in a timely manner to track the overall support performance, identify trends / themes or areas for improvement in support, documentation or training

Benefits

employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits
strong retirement plan
tuition reimbursement
comprehensive healthcare
support for working parents
Flexible Time Off (FTO)

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