Associate, CRM Change Management Specialist

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 change management, gathering user insights and feedback, designing and helping to deliver training to our user base, creating learning resources to make it easy for users to navigate and understand how to get the most from the platform and developing communications to help user awareness of features, enhancements and the evolution of our CRM.  

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. 

Essential skills / experience

• Experience with CRM is desired (Microsoft Dynamics is preferred) 

• Strong communication skills and ability to communicate technical information clearly and concisely to non-technical audiences 

• Proven ability to communicate effectively with users, listen to their needs and provide empathetic and helpful problem solving 

• Experience in delivering creative, multi-media content to a large audience 

• 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 

Role responsibilities

• Drive change management in partnership with the business: Work across many client business units and various L&D, sales enablement and COO teams to capture input on change management strategy, partner on execution and drive engagement. 

• Manage communications about the platform to the user base: Design creative, impactful content to help users understand the evolving functionality, share tips and highlight ways the CRM enhances their way of working and drive overall adoption of the platform.  

• Design, coordinate and deliver functional training across sales and service business units, e.g. CRM feature spotlights, drop in sessions, product releases and office hours. 

• User Learning Resources & 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: Identify trends / themes or areas for improvement in how we support our users, opportunities for evolving the learning and training offering and tracking user sentiment on the platform. 

• Support User Journey work to understand our user base and build empathy and business knowledge within the broader team.

For Atlanta, GA Only the salary range for this position is USD$90,000.00 - USD$120,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.Assistance@blackrock.com. All requests are treated in line with our privacy policy.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.