Salesforce CRM User Support Specialist
Company: First Horizon
Location: Charlotte
Posted on: March 31, 2026
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Job Description:
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.) Related Qualities:
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. Important Knowledge and Skills: 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) Qualifications: 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 About Us 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 nations 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
Keywords: First Horizon, Greenville , Salesforce CRM User Support Specialist, IT / Software / Systems , Charlotte, South Carolina
