Salesforce CRM User Support Specialist

Summary:

The Salesforce CRM User Support Specialist is a member of the Marketing team, reporting to the Data and Campaign Manager. This position is responsible for providing frontline support to bankers across the organization using the Salesforce Financial Services Cloud CRM. This role manages and resolves user-submitted tickets, troubleshoots system issues, supports data integrity, and ensures consistent adoption of CRM best practices. The ideal candidate combines strong customer service skills with functional Salesforce knowledge and a problem-solving mindset.

Roles and Responsibilities:

• Monitor and respond to Salesforce Financial Services Cloud related support tickets submitted through the CRM work request system.
• Diagnose and resolve user issues related to navigation, reporting, data entry, automation, and permissions.
• Escalate complex technical issues to Salesforce Administrators or Developers as needed.
• Maintain detailed documentation of support work request resolutions and recurring issues.
• Assist with user account setup, deactivation, and permission updates.
• Support role hierarchy, profile adjustments, and banking center assignments.
• Collaboration: Work closely with Marketing team members to gather and document requirements, ensuring that the platform meets their needs.
• Demonstrate features and functionality that enable campaigns to business partners.
• Coordinate and provide training to users on new features and functionalities within Salesforce.
• In conjunction with Product Owners and Managers, create and maintain user documentation, FAQs, and knowledge base articles.
• Strong understanding of Salesforce standard objects. (Leads, Accounts, Contacts, Opportunities, Relationships, etc.)

• Demonstrates critical thinking skills, ability to accurately analyze information and make sound decisions.
• Must have strong oral and written communication skills, communicating complex findings in a clear and understandable manner.
• Demonstrated ability to work independently while taking initiative and accountability for achieving results.
• The ability to successfully partner with multiple stakeholders and thrive in a fluid environment while managing multiple priorities.
• Enjoys new challenges and has a growth mindset.
• Must champion the importance of the quality and accuracy of data and information leveraged by our customers and banking partners.

• Marketing Campaign Management – demonstrated understanding of the application of Marketing campaigns across channels, including offer and incentive-based programs
• Salesforce.com – Salesforce CRM (Financial Services Cloud, Sales / Service Clouds, Marketing Cloud)
• Salesforce Marketing Cloud, Journey Builder, Salesforce Loyalty Cloud and related capabilities are a plus.
• Banking and Financial Services: Domain knowledge related to consumer and commercial banking, customer journeys, customer experience (CX)

• 1–3 years of experience supporting Salesforce CRM users preferably in a banking or financial services environment.
• Bachelor’s Degree and/or Job Experience Equivalent

First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.

Benefit Highlights

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

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