CRM Upgrade Training Leader

Our client is looking for a CRM Upgrade Training Leader for a contract position, working remotely.

ROLE

A platform upgrade to revamp corporate CRM; Deal Machine, with a new ‘Lightning’ engine:

• Transferring system processes and automations from SKUID to SFDC layer for optimized data processing and faster page load.
• Establishing data connectivity to tap into a broader suite of commercial effectiveness tools.
• Designing a new UI (including mobile access) for a more contemporary and efficient platform

RESPONSIBILITIES

• Training needs analysis – Assessing persona specific training requirements based on change impacts of the new platform and audience training needs.
• Training strategy and plan – Designing the overall training approach and execution plan, including curriculum design, training schedule and resource allocation.
• Collaboration with Business segments training leaders – set an operating rhythm with Business segments training leaders to review the training strategy, plan, and content structure + assignment in Learning.
• Training content production
• Curating multi-channel content based on training needs analysis including recorded videos, quick reference guides, detailed ‘step-by-step' guides and updated Help Articles
• Set up training courses and curriculum in the learning platform and align associated sales competencies, allocating courses/curriculum based on persona, and reporting training content adoption.
• Training preparation – Logistical preparation for training delivery including training agendas, training data creation in training instance of SFDC, training instance access provisioning, in-class interactive exercise design, briefing of supporting resources (Change Management team members) etc...
• Training delivery – remote training delivery to ~150 change agents across ECS (HQ) and OFSE/IET, adopting ‘train-the-trainer' approach, leveraging training curriculum content. (This will include coaching of change agents to deliver best practice training delivery to an audience of ~#####+ Deal Machine users of all levels of seniority).
• Post-launch hyper care – Form part of the post-launch hyper-care team to provide 1st line of user support; fielding queries, validating + raising defects to the development team and providing update on resolution users. Running refresher training / ‘drop-in’ sessions