CRM Support Specialist

**We are hiring**CRM Support Specialist**

**About the Role**

We are looking for a detail-oriented and proactive CRM Support Specialist to join our organization. In this role, you will functionally report directly into the Global Senior Sales Excellence & CRM Manager based in Copenhagen, while also having a people manager located in Bogotá, Colombia. You will play a key role in driving the effective adoption and use of our CRM platform across the organization. As the primary point of contact for documentation, training, onboarding, and user support, you will help ensure that teams across the business maximize the value of our CRM.

**Key Responsibilities**
- Documentation: Create and maintain clear, user-friendly CRM documentation.
- Training on New Releases: Develop and deliver training sessions for new CRM features and updates.
- Training Material Management: Record training videos, update existing materials, and ensure resources are always current.
- Digital Onboarding: Design and implement digital onboarding processes for new CRM users.
- User Support: Respond to user queries and troubleshoot issues promptly.
- Technical Assistance: Provide hands-on support for specific integrations (e.g., Outlook setup), UAT tasks and other CRM-related technical challenges.

**Additional Responsibilities**
- Data Quality Monitoring: Ensure CRM data integrity by identifying duplicates and incomplete records.
- User Adoption Tracking: Monitor CRM usage and provide targeted support to improve engagement.
- Feedback & Continuous Improvement: Collect user feedback and collaborate with the BI team to suggest enhancements.
- Release Notes & Communication: Prepare and distribute clear release notes for new features.
- Knowledge Base Management: Maintain an internal FAQ and searchable resources for common CRM issues.
- Testing New Features: Participate in UAT (User Acceptance Testing) before rollout.
- Integration Support: Assist with troubleshooting integrations beyond Outlook (e.g., ERP, marketing tools).
- Security & Access Management: Support role-based access setup and permissions troubleshooting.
- Reporting Assistance: Help users create or customize CRM dashboards and reports.
- Process Documentation: Document CRM-related business processes for consistency.

**Skills & Experience**
- CRM Expertise: Previous experience supporting CRM systems (Dynamics 365, Salesforce, or similar).
- Training & Documentation: Proven ability to create engaging training content and clear documentation.
- Technical Skills: Familiarity with CRM integrations and basic troubleshooting.
- Communication: Strong interpersonal and communication skills for guiding users effectively.
- Problem-Solving: Ability to diagnose issues and provide practical solutions quickly.
- Advanced English proficiency is mandatory.

**Join a thriving Team**

Join a collaborative team of five professionals dedicated to driving business data excellence. You’ll have the opportunity to shape CRM adoption and enhance the overall user experience, working closely with the Business Intelligence Manager in a dynamic environment. Additionally, you’ll benefit from access to professional development and growth opportunities within the organization

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

**About us**

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.