Training Specialist – CRM

CRG

Training Specialist providing sustainment training for CRM platform at the Department of State. Designing and facilitating training modules for a global workforce.

Posted 6/17/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

Provide support for sustainment training in support of the Contact Relationship Management (CRM) platform in R/PPR's Organizational Learning Unit.
Design, deliver and evaluate online/virtual and in-person training modules across platforms used by the Department, customized by strategic outcomes and policy priorities as set by the Office.
Track important interactions and strategically identify and engage target audiences through CRM.
Manage the intake of help desk ticket requests for sustainment training.
Support and maintain an eLearning platform for on-demand self-service training.

Requirements

What you’ll need

Demonstrate ability to interact and cooperate professionally with all Department employees and vendors.
Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
Maintain professional internal and external relationships that foster core values.
Proactively establish and maintain effective working team relationships with all support departments.
Must maintain a neutral stance concerning any political or diplomatic topics.
Maintain composure under the stresses of multiple simultaneous tasks often from high officials.
Handle all directives with candor and professionalism on the phone and in person.
Manage the intake of help desk ticket requests for sustainment training, as requested from end users.
Update virtual lessons, learning materials, and lesson plans at least every two months to reflect system changes.
Trainee satisfaction is at least 80 percent Satisfied or Very Satisfied according to a monthly average based on response to a mutually agreed-upon survey by the Government and the vendor.
Conduct regular sustainment training of CRM users who need training outside of regular deployment, both remotely during global business hours and via scheduled in-person workshops.
Support and maintain an eLearning platform to support on-demand self-service training for Mission users.
Anticipate training several hundred DOS staff globally and domestically.
Create and curate custom trainings based on user identified needs, drawing from an agreed-upon curriculum of sustainment training modules and offerings.
Revise training materials and exercises as necessary to increase effectiveness and encourage training efficiencies.
Schedule and hold training sessions in accordance with user’s local schedules, accounting for Mission operating hours and holidays.
Devise, plan, coordinate and conduct a slate of regular virtual training workshops to serve offices and posts after deployment.
The contractor must develop customized agendas, curricula, and presentations for government review and approval prior to delivery.
Maintain an on-demand learning management system to enable self-paced learning for end users.
Plan, coordinate and implement Bureau-specific training modules designed to achieve specific digital diplomacy strategic objectives according to specifications and deadlines.
Create detailed schedules and work plans which identify and sequence the activities needed to successfully complete assigned projects.
Lead trainings, whether in-person or via online platforms, for overseas and Washington-based staff on both the functionality and strategic use of R/PPR-assigned digital platforms, tailored and customized to achieve specific digital diplomacy strategic objectives.
Develop and manage materials and resources used in each module, whether in-person or via online platforms.
Manage communications, training schedules and logistics with clients, stakeholders, project contributors and SMEs.
Develop, execute, and submit detailed reports measuring effectiveness of assigned training modules.
Develop forms and records to document project activities and related information.
Execute projects according to project plans in collaboration with the Government.
Monitor progress of projects and make adjustments as necessary to ensure successful completion.
Apply knowledge of the various levels of adult learning and break technical and at-times complicated information into distinct, hands-on modules that achieve identified and desired learning objectives.
Adapt training modules for varying conditions in the field, customizing modules for maximum outcome for trainees’ level of skill, desired learning objectives and the overall strategic digital diplomacy objective.
Design, lead or co-lead interactive and hands-on modules whether training is delivered in-person or via online platforms.
Ability to obtain and maintain a suitable security clearance and DoS badge; ideal candidates will already possess a Secret-level clearance or higher.
Infrequent OCONUS travel may be required.

Benefits

Comp & perks

401(k) and Roth retirement plans
Medical, Dental, and Vision Insurance (for employees and families)
Supplemental Insurance
11 Federal Holidays
At least three weeks of Paid Time Off (PTO), including sick and personal leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRMeLearning platformonline trainingin-person trainingtraining module designhelp desk managementlearning management systemproject managementadult learning principlestraining evaluation

Soft Skills

communicationcollaborationproblem-solvingtrust-buildingcustomer focusinnovationintegrityprofessionalismadaptabilitystress management

Certifications

security clearanceDoS badge