CRM Manager - Training and Adoption (Remote/Flexible)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform. In the last two decades, we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Position Overview: We are seeking a highly motivated and experienced Sales Excellence professional to join the International Sales Excellence Team.

The Sales Excellence CRM Manager supports the Senior Manager, Sales Excellence- CRM and will be instrumental in enhancing CRM user experience, adoption, and effectiveness among our International Field Sales teams. This role focuses on defining, developing, and delivering the E2E CRM training strategy to ensure Salesforce Lightning CRM is fully leveraged. This will directly impact sales effectiveness and productivity supporting our sales teams to deliver on their sales objectives. You will collaborate closely at all levels within our Commercial teams to improve CRM usage, tackle adoption challenges, ensure competencies are reached, and support ongoing system enhancements, ultimately boosting sales effectiveness and compliance with company standards.

Responsibilities:

• Develop and Oversee Training Strategy: Take full E2E ownership of the CRM training strategy for Field Sales, ensuring it aligns with the organization’s goals and objectives.
• Assess Training Needs: Conduct regular assessments to identify training needs and gaps in CRM knowledge and skills among field sales teams.
• Develop Training Materials: Develop and update training materials tailored to the needs of our various users including collaborating with our external translation vendors.
• Deliver Training Programs: Facilitate and deliver training sessions, workshops, and seminars to ensure effective learning, adoption, and proficiency in CRM use.
• Ongoing Training & Support: Develop and implement continuous training initiatives and refresher sessions to reinforce CRM best practices and ensure users stay updated on new features and workflows, updating training materials to reflect any changes.
• Compliance & Adoption: Monitor and analyze adoption and competency levels of the Field Sales Teams, proactively identifying areas for improvement. Collaborate with managers to ensure adherence to company standards.
• Training Program Effectiveness: Implement evaluation methods to measure the effectiveness of training programs and make necessary adjustments based on feedback and performance metrics.
• Manage Training Budget: Oversee the training budget ensuring cost-effective use of resources while maintaining high-quality training standards.
• In Market Support: Lead the CRM Ambassador program to drive in-market peer-to-peer support, increased effectiveness of new hire onboarding, and act as a liaison between field teams and Sales Excellence. The CRM Ambassador program will support increased professional development opportunities for field team members.
• User Acceptance Testing (UAT): Support the rollout of new CRM functionalities by performing UAT and coordinating with Sales Teams where required, capturing user feedback, and ensuring seamless integration of enhancements.
• Daily CRM Management: Oversee day-to-day CRM functionality in current markets, addressing issues or queries by Field teams.
• Continuous Improvement: Stay updated with the latest industry trends and best practices in employee learning, continuously improving training programs and CRM usage.
• Collaboration and Communication: Work closely with the Senior Sales Excellence Manager to align CRM strategies with overall sales goals. Work closely with IT and other departments to ensure seamless delivery of CRM functionality, identify and address any potential impact to other department processes, and communicate effectively at all levels of the organization to promote CRM best practices.

Key Decision Rights:

• Reports to the Senior Manager, Sales Excellence – CRM
• Has responsibility to design and implement the overall International CRM training strategy.
• Collaborates with the Senior Manager to develop and implement user adoption and engagement strategies.
• Authority to prepare and present reports on training activities, outcomes, and ROI to senior management.
• Collaborates closely with Senior Manager, International Sales Effectiveness to align training platforms across the functions.

Required Leadership/Interpersonal Skills & Behaviors:

• Strong project management skills with the ability to prioritize and manage multiple initiatives at once.
• Demonstrated leadership abilities with a focus on training and coaching sales teams.
• Ability to lead and manage change, ensuring smooth transitions and adoptions of new processes and systems.
• A collaborative approach with the ability to engage with international teams within a matrix organization and adapt to diverse learning styles.

Required Skills and Competencies:

• CRM System expertise within the Sales environment.
• Strong proficiency with Microsoft Office Suite.
• Strong analytical & problem-solving skills.
• Commitment to continuous improvement and staying current in industry trends and best practices to boost user experience.

Education and Experience:

• Four-year university/college degree from an accredited institution.
• A degree in a related field such as organizational development, instructional design, or management would be advantageous.
• Proven track record of success in Med-tech, pharmaceutical, or business-to-business in a sales or training capacity with a minimum of 5 years’ experience.
• Experience working with external vendors, particularly for services such as translation and e-learning development would be advantageous.
• Experience in leading change management initiatives, particularly those related to technology and user training would be preferred although not essential.

Additional Information:

• The position can be remote, hybrid, or in-person at our main European locations.
• Travel is estimated at 25% but will flex depending on business needs.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

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