Bain & Company, Inc.

WHAT MAKES US A GREAT PLACE TO WORK
We are proud to be consistently recognized as one of the world’s best places to work. We are currently the #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009.

Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.

WHO YOU’LL WORK WITH
You’ll join Bain’s global CRM team within the Enterprise Technology group. In this highly collaborative role, you’ll partner with product owners, business stakeholders across 65+ global offices, and external tech providers to shape how Bain consultants and teams engage with Salesforce and supporting tools.

WHERE YOU’LL FIT WITHIN THE TEAM
As the Senior Specialist, CRM Enablement and Training, you’ll serve as the go-to expert helping to drive adoption of Bain’s Salesforce CRM. Based in Mexico City, you’ll lead onboarding and upskilling efforts, own the development of enablement materials, and manage day-to-day support through Bain’s ServiceNow helpdesk—serving a global user base of ~4,000.

WHAT YOU’LL DO

• Design and deliver engaging training programs to promote Salesforce CRM adoption globally

• Onboard new users and admin teams with sessions tailored to their business needs

• Act as a subject matter expert for CRM-related questions, including external tools like Introhive and BoardEx

• Lead enablement efforts for new feature rollouts and system upgrades in close coordination with the Global CRM team

• Maintain and enhance training assets—slide decks, GIFs, walkthroughs, knowledge articles

• Use digital adoption tools (e.g., WalkMe) to create interactive and user-friendly learning experiences

• Partner with data teams to identify and resolve CRM data issues impacting user experience

• Oversee ServiceNow helpdesk operations, manage escalations, and resolve tickets efficiently

• Translate support interactions into micro-training opportunities

• Monitor and report on support trends, identifying opportunities for process improvement

• Explore automation and AI-based solutions to enhance helpdesk efficiency

POSITION SUMMARY
Your mission is to unlock the full potential of Bain’s Salesforce CRM through impactful training, clear documentation, and responsive user support. You’ll champion enablement, streamline onboarding, and serve as the voice of the end user—partnering closely with product, data, and tech teams to continuously improve UX and CRM adoption. You’ll also manage our ServiceNow helpdesk function, turning frontline support insights into system improvements. This high-impact individual contributor role blends technical acumen, strategic thinking, and human-centered design to help Bain teams thrive.

ABOUT YOU
Must Have:

• 3+ years of hands-on Salesforce experience with a focus on training and user enablement

• 5+ years working with CRM, enterprise systems, or complex databases

• Strong communication skills in English—both verbal and written

• Proven experience in helpdesk management or technical support escalation

• Analytical thinker who proactively solves problems and improves workflows

• Highly organized, detail-oriented, and adaptable in fast-paced, global environments

• Comfortable working flexible hours to support global users across time zones

Nice to Have:

• Salesforce Trailhead badges or certifications

• Familiarity with Salesforce Sales Cloud, ServiceNow, BoardEx, or Introhive

• Background in consulting or professional services environments