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CRM Adoption and Training Specialist - Middletown, Ri 

About the Organization Since 1983, Embrace Home Loans, Inc. (formerly Advanced Financial Services) has been a direct-to-consumer originator of residential mortgage loans. Headquartered in Middletown, Rhode Island and employing over 800 people, Embrace currently originates business across 46 states.

Embrace Awards & Recognitions
Best Small & Medium Companies to Work for In America (GPTWI) 2012, 2011, 2009, 2008, 2007, 2005, 2004
INC 5000 Fastest Growing Private Companies in America (Inc. Magazine): 2013, 2012, 2011, 2010, 2007
Best Places to Work in Rhode Island (PBN): 2016, 2015, 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006
Business Excellence Award for Community Involvement (PBN): 2006


This role will work closely with the Director of CRM Development and Implementation, Sales leadership, Sales Training team, Quality and Productivity Director, broader business team(s), and 3rd party partners to define, develop and deliver change management programs that foster and evolve Embrace Home Loans’ CRM ( environment as a strategic capability and center of excellence. The role will identify, design, and assess opportunities for continuous improvement and will recommend solutions, practices, and policies to ensure the ever-increasing effectiveness and adoption of CRM within the organization. In addition, the role will be an advocate for CRM within the business and will champion practices that accelerate end-user adoption, ensure CRM capabilities fulfill business needs and evolve as the business changes, and provide best practice guidance. He/she will work to help transform the customer experience, improve customer satisfaction, maximize business performance and help mature and grow our future systems and processes.


  • Actively work with the business to promote end-user engagement and system adoption; assist in developing a formal CRM communications and adoption program (i.e. establish an Embrace Home Loans CRM University Training Strategy & Adoption Program)
  • Develop training curriculum supporting implementation of the CRM environment, with responsibility for delivering training and for training others in the business (train-the-trainer) to deliver the curriculum
  • This role will be responsible for architecting integrated playbooks that establish day-to-day operational rhythm for CRM end-users
  • Participate in developing and maintaining detailed knowledge of the business's current technology, infrastructure, and business processes from a functional perspective
  • Partner with business stakeholders to identify, refine, and document detailed business needs, features, and functional requirements for CRM
  • Serve as an internal consultant to the business on practices and process improvements that will increase the impact of CRM solutions and improve business results; ensure partners understand and appreciate the business implications of CRM development projects
  • Participate in testing, training, and implementation of applications supporting the CRM strategy and infrastructure
  • Interface with business lines, including management, and other internal resources to ensure quality, timeliness, and testing of project/release work
  • May be a first point of contact for user support and problem solving
  • May supervise routine change management projects or several projects concurrently
  • Assist in the creation, review, and validation of user acceptance test plans and approaches
  • Assist in coordination and execution of user acceptance test plans with business lines
Position Requirements

The successful Candidate will have direct technical understanding of and in technical training (development and delivery). He/she will have direct appreciation for CRM applications in sales, marketing and customer service.

  • Knowledge of training frameworks and sales and service methodologies and an ability to align with an organizational culture and functional user groups
  • Experience coordinating integrated sales training and customer training plans cross-functionally
  • 5+ years of direct experience working in a CRM environment, including:
    • systems implementation experience;

    • Experience in curriculum training (content) development and delivery

    • Experience with assessing and documenting business processes and change management activities

    • Operations experience leveraging predictive analytics and workforce planning

    • Understands the pros and cons of push and pull knowledge transfer systems

    • Knowledge of advanced sales enablement tools and customer success software for increasing sales and marketing effectiveness (i.e. Highspot, Gainsight,, etc.)

  • Experience training centralized, distributed and remote sales and service teams, including Call Center environments
  • Experience in financial services, particularly consumer lending, a plus
  • Working knowledge of configuration (Administration and End-User perspectives)

  • Thorough understanding of the fundamentals of products and how they should be leveraged to solve business challenges
  • Experience process modeling and mapping and in mapping specific business requirements to product features
  • Familiarity with systems integrations to such as Adobe, Axciom, SharePoint & other Digital Marketing Services
  • Experience as a end-user

  • Working knowledge/understanding of:
    • Training frameworks and sales and service methodologies

    • System development life cycle and Agile project methodologies

    • Organizational Change Management

    • Business Process Consulting

  • Understanding of CRM best practices and delivery of accelerators
  • Relevant implementation experience with cloud-based products
  • Bachelor's degree or equivalent work experience
  • Maintains or willing to acquire core certifications: Sales Cloud Consultant or Service Cloud Consultant

Candidate Attributes

The ideal candidate will have the following:

  • Proven ability to understand business requirements and work with the technical team to help translate them into solutions
  • Proven ability to interact with all levels of an organization (technical and non-technical colleagues)
  • Ability to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter on an as-needed basis
  • Ability to operate and interact with colleagues in a remote / virtual environment
  • Excellent written and verbal communications with a strong aptitude for communicating complex business and technical concepts using visualization and modeling aids
  • Strong presentation skills with the ability to effectively tailor messaging based on the audience and subject matter
  • A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies
  • Demonstrate good judgment and pragmatic approach to leading workshops to transform organizations and lead to stronger adoption

Health Benefits:

  • Medical, Dental and Vision Coverage
  • Company-paid Life & Long-term Disability Insurance
  • Voluntary Life & Short-term Disability Insurance
  • 401(k) Automatic Enrollment, first of the quarter, following your six month anniversary
  • Flexible Spending Accounts
  • Employee Assistance Plan
  • Concierge/Referral Service

*Medical, Dental, and Life benefits commence on the first of the month following the date of hire.

Embrace Home Loans, Inc. is an Equal Opportunity Employer

Full-Time/Part-Time Full-Time  
Created By Connie Rybacki  
Exempt/Non-Exempt Exempt  
Location New York City, NY  

This position is currently not accepting applications.

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