CRM Support Specialist

The CRM Support Specialist position entails facilitating and presenting training sessions aimed at enhancing the marketing and automation strategies of the branch network using Total Expert. The goal is to attract and retain both customers and business partners. The role involves engaging with Fairway employees through individual and group virtual training sessions, as well as maintaining regular internal communication.

Position Details: Full-time

Position Location: Remote Opportunity

What we are looking for: 

Training & Customer Success:

• Provides exceptional customer service in person, on the phone, via live digital sessions, or on email assisting employees with marketing questions.
• Designs, prepares, promotes, facilitates, and presents live internal training sessions regularly for both branch and corporate employees. Additionally, gathers and responds to feedback, adjusting materials as needed to ensure the success of the network.
• Assists in onboarding new branches by providing training and reviewing accounts to ensure setups meet their specific needs.
• Provides ongoing coaching and training internally and across the branch network using various communication methods, including email, recorded video sessions, live demonstrations, and written resources.
• Maintains the accuracy and relevance of course content, addressing any concerns promptly and escalating issues to management when necessary.
• Stays updated on technical knowledge by attending workshops and reviewing relevant publications.
• Compiles training content and transforms it into video format for wider accessibility.
• Analyzes monthly training data, including attendance and participant feedback, to identify trends and areas for improvement.
• Utilizes data analysis techniques to enhance training effectiveness, recommending strategies to increase participant engagement and knowledge retention.
• Collaborates with trainers and stakeholders to implement data-driven strategies aimed at improving live training attendance and performance.
• Promotes CRM usage by encouraging Total Expert adoption through incentives, gamification, and internal communication campaigns.

Marketing Team Support:

• Creates cross-department and cross-team communication to contribute to organization’s overall success through a collaborative learning environment.
• Help with the execution of marketing campaigns by providing input and suggestions of email campaigns, print marketing, presentations, and product launches and deployment strategies.
• Contributes to managing the Total Expert support queue with the team by forwarding questions to their designated team or assign tasks and projects to team members based on their skills and workload, ensuring deadlines are met.
• Facilitate clear communication and motivation within the team, fostering a collaborative work environment and resolving roadblocks
• Professional development: identifying training opportunities and resources to help develop skills within team mates to advance their careers.
• Assists with account setups and admin tasks within the system.
• Provides technical and layout support to employees on Total Expert.
• Assists marketing colleagues and management both in back up and support.

What are we looking for: 

• 3-5 years of relevant experience
• 2+ years of experience in Marketing Support
• Total Expert experience preferred
• Mortgage industry knowledge preferred
• Solid knowledge and understanding of marketing
• Solid knowledge and understanding of customer service and intrapersonal best practices
• Solid knowledge and understanding of current business acumen
• Demonstrated experience with a CRM 
• Demonstrated experience training 
• Demonstrated experience to train via zoom, in person and in phone
• Demonstrated experience of creating and maintaining training materials 
• Demonstrated experience critically thinking, researching and interpreting information, problem solving and making solid business decisions

• Demonstrated experience working in a fast paced and changing environment.

• Demonstrated experience effectively managing relationships with internal and external partners

At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity, equity, inclusion, and belonging. We do this with dialogue and advocacy through voluntary employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the very best employees at all levels. Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway's Core Values. 

Fairway is an equal opportunity employer & is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

What Fairway can offer YOU! 

• Competitive compensation
• Benefits include medical and dental insurance.
• Life and Disability insurance
• Matching 401k
• Employee Stock Ownership Plan
• Paid Time Off plus company-paid holidays
• Employee discounts for wellness, pet insurance, auto and homeowner’s insurance, and MORE!

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