Salesforce Training & Production Support Specialist

POSITION: Salesforce Training & Production Support Specialist

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity.We are seeking a dynamic Salesforce Training & Production Support Specialist to play a dual role: driving user adoption of Salesforce through engaging training and ensuring smooth daily operations by supporting users in production. This individual will work on-site as well as travel to local branches. They will assist in the design and delivery of training programs, assist with providing responsive support for user issues, and serve as a bridge between business users and the Salesforce analysts, and technical resources.

Key Result Areas:

• Develop, deliver, and continuously update Salesforce training programs tailored to various user groups (end users, power users, managers).
• Facilitate training sessions, workshops, and office hours to promote adoption and proficiency.
• Create self-service learning materials such as quick reference guides, videos, and FAQs.
• Partner with business leaders and Salesforce admins to incorporate new features into training.
• Champion Salesforce adoption through change management and communication efforts.
• Provide first-line support for Salesforce-related inquiries, issues, and troubleshooting.
• Monitor and manage support tickets, ensuring timely resolution or escalation to admins/technical teams.
• Document recurring issues and partner with admins/developers on system fixes or enhancements.
• Provide end-user coaching on "how-to" questions, reinforcing best practices in real time.
• Participate in UAT (User Acceptance Testing) for new features, enhancements, or integrations.
• Maintain a knowledge base of solutions, best practices, and training resources.
• Willing and able to travel to branch site visits

• Perform additional duties as required.

Qualifications:

• 2+ years of Salesforce experience in a support or training role.
• Strong knowledge of Salesforce Financial Service Cloud including Sales Cloud, Service Cloud, and Lightning Experience.
• Knowledge of nCino Loan Originations is a plus.
• Excellent communication and presentation skills, with the ability to explain technical concepts in simple terms.
• Experience with ticketing/help desk tools (e.g., Fresh Service, Jira) preferred.
• Proficiency in creating training materials using Word, PowerPoint, video tools, or e-learning platforms.
• Salesforce Administrator certification strongly preferred.

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA Salary Range: $70,000 - $85,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $70,000 - $85,000. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

Visa Sponsorship: Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.