CRM Content and Adoption Associate - Remote

Job Description:

Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

This hourly (non-exempt) position is responsible for creating, organizing, and maintaining training materials for various operational initiatives, primarily supporting the Microsoft Dynamics 365 application. With a focus on prioritizing D365-related supportive tasks to provide the best user experience, this position promotes value to D365 Customer Relationship Management (CRM) users by actively listening to their issues and challenges, providing high-level support, and enhancing on-demand training to drive adoption.

• Perform general D365 Team supporting tasks, which includes utilizing Tracker.Net ticketing application, maintaining minutes for all appointed D365 meetings, and maintaining the new hire report and process.
• Develop on-demand training materials based on the Central Operations (COPS) Team initiatives and/or MSN Dynamics CRM learning objectives, target audience, and training as needed.
• Create training materials such as videos, presentations, and other multimedia assets that effectively convey the training content.
• Utilize appropriate resources/tools to ensure the training content is engaging, interactive, and promotes effective learning.
• Create training content “video” using applicable applications such as Canva, Murf-AI, and Vimeo.
• Review and proofread training materials and other relevant documentation to ensure accuracy and consistency.
• Collaborate with First American Bank business units to promote end-user engagement and satisfaction as well as ensure system adoption and effectiveness.
• Participate in testing, training, and implementation phases of MSN Dynamics CRM projects, as needed.
• Assist the Senior CRM Content and Adoption Associate with creating training materials, including training “how-to” videos and guides that ensure users have a comprehensive learning experience specific to their role.
• Manage the COPS D365 Users “Support” Channel to provide a swift and effective resolution to MSN Dynamics CRM-related questions and issues.
• Support the rollout of new functionality with associated training and support materials as directed.
• Assist Senior CRM Content and Adoption Associate with the training and implementing new processes and procedures. Lead virtual training demonstrations, as needed.
• Communicate with the Content Development & Adoption (CDA) Team regarding business units to proactively identify MSN Dynamics CRM needs, refine existing processes, and share upcoming updates to the current system functionality.
• Leverage learning platforms and surveys to gather learner feedback on the effectiveness of training programs.
• Work with the Content Development and Adoption (CDA) Team on the regression testing process “template” for MSN Dynamics CRM projects, as needed.
• Continuously explore new technologies and industry trends in training and the content creation process, as needed.
• Utilize analytics to understand key drivers of user adoption success.
• Assist Content Development & Adoption (CDA) Team with promoting best practices and encourage subject matter experts (SMEs) and management to take a hands-on approach to managing their team’s sales pipeline.
• Conduct and complete additional assignments/projects as designated by management.

• High school diploma or equivalent required. Bachelor’s degree preferred.
• Minimum six months experience in delivering training in a group or virtual environment required.
• Minimum one year CRM system implementation or adoption experience strongly preferred.
• Financial services or banking industry experience preferred.
• Previous experience with project management and coordinating training plans a plus.
• Qualified military veterans are encouraged to apply.
• Proven ability to understand business requirements and work with the technical team to translate them into solutions.
• Experience assessing and documenting business processes and change management.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Strong verbal and written communication skills, professional presentation, organizational, and listening skills who can interface directly with internal stakeholders. Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• A creative thinker with abilities to communicate and execute ideas and performance solutions.
• Excellent prioritization and problem-solving skills required. Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Experience using screen capture online design applications or recording software (i.e., SnagIt, Canva, etc.) is required. In addition, experience using a text-to-speech platform is a plus.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Must have reliable internet connectivity and resources (headset; audio and microphone) for virtual meetings.
• Occasional travel to other First American Bank locations, Bank functions, and training facilities may be required.
• Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Punctuality is required to maintain First American Bank’s customer service standards.