Job Description

Vice President, Enterprise CRM – User Support & Enablement Manager

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Enterprise CRM – User Support & Enablement Manager to join our Client Service Hub team. This role is located in Pittsburgh, PA.

In this role, you’ll make an impact in the following ways:

• Design and develop ECRM user training initiatives and programs including but not limited to; documentation, testing and production validation, user onboarding, training, coordination, rollout and evaluation
• Plan, create, and execute learning journeys, online learning, and instructor-led trainings based on business needs
• Provide user support, issue management and resolution tracking, onboarding planning, execution, and management
• Become an expert in all areas of the ECRM application including sales, wealth, marketing, customer service, and operations. This will require an in depth understanding of each user’s job as it relates to ECRM
  

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 and Salesforce CRM or comparable applications is preferred
• Experience supporting Wealth Management training, change, and enablement including interaction with client-facing teams
• Minimum of five (5) years training and user support experience in Customer Relationship Management (CRM) systems or similar technology preferred
• Bachelor's degree in business or a related discipline, or equivalent work experience required; MBA or other advanced degree preferred