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CRM Tier One Analyst & Trainer


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CRM Tier One Analyst & Trainer


About Pearson


We’re the world’s learning company, with expertise in educational courseware and assessment, and a range of teaching and learning services powered by technology. Our products and services are used by millions of teachers and learners around the world every day. Our mission is to help people make progress in their lives through learning — because we believe that learning opens up opportunities, creating fulfilling careers and better lives.Our more than 30,000 employees across 70 countries worldwide share a simple set of values. In everything we do, we aspire to be brave, imaginative, decent, and accountable.

The Team

The CRM team is a mighty team of four, besides this role consisting of two project managers for data and (marketing automation, and a Tier One Support Analyst for One CRM Sales & Service Cloud. We operate representing the business, but we operate as the main intermediate party with our Technology department as well. We are spread across various offices but by no means do we operate solo: collaboration is an important focus. As Salesforce One CRM is - relatively - new in Pearson, our team has a pioneering and go getter mentality.

The role

The One CRM Team for UK, Europe and Africa (Core) has a full time vacancy for the role of Tier One Analyst with training responsibilities.


The centre of your work will be One CRM, the Pearson adjusted version of Salesforce Sales and Service Cloud (with potentially some side tracks to Marketing Cloud & Pardot). In this position your focus is to support the various Business Units across the region in their day-to-day use of One CRM.


This job is a great adventure to upskill yourself (after a few years of relevant work experience and/or relevant education), in the well renowned Salesforce CRM tool, become knowledgeable about commercial processes in the various Pearson business units and countries as well as build on your understanding of interdepencies between our systems (ERP, Data Management, Reporting).


Most important stakeholders are the representatives (for instance super users) in these business units, representatives of the Tier Two support teams (mostly based in India), representatives from the Global One CRM team in the US.


Day to Day activities

The support is largely run through a ticketing system. In that process you are expected to resolve issues where you can yourself or upskilling the users if applicable, or escalate to the Tier 2 team or Business Analyst in the Global Team that facilitate the system.


In addition you will;


  • Initiate system improvements (both functional and data improvements)

  • Coordinate testing new features or actively participate in UAT for larger projects

  • Manage smaller data cleansing and upload processes

  • Act as our team champion on reports and dashboards

  • Host super user calls & coordinate the follow up

  • Be responsible for comms to the business units we represent

  • Maintain existing and provide new training materials

  • Provide training (both through conference calls and live training) and monitor results

  • Take ownership of our intranet page (Neo)

  • Participate in larger onboarding or improvement projects.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.


About You

  • You have worked 2-3 years in a sales environment, and therefore you have experience with sales processes.

  • Understanding of CRM, and preferably Salesforce / One CRM

Skills required

  • Global understanding of Sales, Marketing and Service Processes

  • 1-2 years of working in Salesforce or other comparable CRM system in a Sales environment

  • Preferably a Salesforce Administrator Certification, and at least obtain this within a year

  • Good Excel / Google Sheets skills

  • People person with good oral and written communication skills (across cultures)

  • Service oriented

  • Structured worker

  • Proactive, self starter, team player

  • Excellent command of the English language


  • The position is preferably based in either the Strand Office in London or the Pearson Amsterdam office, but can also be based at any of the other Pearson Offices across the UK or Europe.

Primary Location: GB-GB-London

Other Locations GB-GB-London, GB-GB-Harlow, GB-GB-Manchester, NL-NL-Amsterdam

Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL

Job: General Business Operations

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 8, 2019

Job Unposting: Aug 9, 2019

Schedule: Full-time Regular

Req ID: 1908732

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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