The Challenge
First Horizon Bank needs someone who can be the bridge between bankers and their Salesforce Financial Services Cloud-keeping the platform humming, users unblocked, and data clean. You'll own frontline support while shaping how a regional powerhouse drives customer engagement through CRM.
Your Mission
Establish yourself as the go-to Salesforce support resource: respond to all tickets within SLA (target: 90%+ on-time), document 100+ resolutions, and build credibility with Banking Centers
Master First Horizon's Salesforce architecture: deep-dive on standard objects (Leads, Accounts, Contacts, Opportunities), role hierarchies, and permission models specific to banking workflows
Reduce ticket volume by 15% through proactive knowledge base creation: write 20+ FAQ articles and user guides for common issues (navigation, data entry, reporting, automation)
Support 2-3 new feature rollouts: coordinate training sessions, demo functionality to business partners, and gather feedback to inform future iterations
Become the Salesforce Financial Services Cloud expert on the Marketing team: handle 80%+ of user issues without escalation, escalating only complex admin/dev work
Drive measurable CRM adoption: track user engagement metrics, identify adoption gaps, and deliver targeted training that increases active daily users by 20%
Build a scalable support infrastructure: maintain a living knowledge base (50+ articles), create video tutorials for top 10 issues, and establish a monthly user office hours
Partner with Product and Admin teams: feed user feedback into feature requests, prioritize improvements, and co-own the roadmap for Salesforce enhancements
KPIs You'll Own
Ticket Resolution Time
Average time to resolve user support tickets; target: <24 hours for Tier 1 issues.
First Contact Resolution Rate
Percentage of tickets resolved without escalation to Admins/Developers; target: 80%+.
User Adoption Rate
Percentage of active Salesforce users logging in regularly and using core CRM functions; target growth: +20% over 6 months.
Knowledge Base Engagement
Monthly views of self-service documentation and FAQs; target: reduce repeat tickets by 15%.
Training Effectiveness
Post-training user competency scores and reduction in feature-related tickets after training sessions.
Tools & Stack
Your Team
Your Manager
Data and Campaign Manager
Current Team
Marketing team with collaboration across multiple banking centers and business partners
Backfill or new support function
The Package
Salary
$55K-$70K base
Remote
On-site at Miami, FL location; no remote flexibility
Benefits & Perks
Company Intelligence
First Horizon Corporation is a leading regional financial services company headquartered in Memphis, TN, serving consumer and commercial banking clients. They're focused on helping clients and communities unlock their potential with capital and counsel, operating a substantial banking subsidiary across multiple locations.
Is This Role For You?
- You've spent 1-3 years supporting Salesforce users and you actually enjoy debugging workflows and permission issues
- You speak both tech and business: you can explain data schemas to bankers and translate their needs back to Admins
- You're obsessed with data quality and best practices-you won't let sloppy data entry slide
- You thrive on ownership: you'll document everything, build resources, and proactively solve problems rather than wait to be asked
- Financial services or banking domain knowledge is a plus, but hunger to learn it matters more than having it already
- You need flexibility: this is 100% on-site in Miami with no remote option
- You want to code or build complex automation-you'll escalate technical development work to specialists
- You get frustrated explaining the same thing twice-support requires patience and repetition
Interview Process
Phone Screening
Initial conversation about Salesforce experience, support philosophy, and fit with banking/financial services
Technical Assessment
Scenario-based questions: walk through how you'd troubleshoot common Salesforce issues (permissions, reporting, data entry)
Manager Interview
Conversation with Data and Campaign Manager about collaboration style, handling multiple priorities, and CRM adoption strategy
Team/Stakeholder Interview
Meet with Marketing team members and/or banking center representatives to assess communication skills and ability to partner cross-functionally
Ready when you are
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.