Global CRM Support Manager
hace 4 semanas
Leica Biosystems is a global leader in cancer diagnostics, driven by our mission to Advance Cancer Diagnostics, Improve Lives. Our comprehensive portfolio spans from biopsy to diagnosis, with a focus on ease of use and reliability. Our team is dedicated to improving workflow efficiency and diagnostic confidence, knowing that every moment matters in cancer diagnostics. We're committed to developing solutions that enable accurate diagnoses, turning anxiety into answers. As a member of our diverse, global team, you'll be inspired to grow every day, working alongside a community of talented individuals. Our company is proud to partner with customers worldwide, helping them solve complex challenges and architect solutions that bring the power of science to life.
Job Summary: We're seeking a highly skilled Global CRM Support Manager to lead and manage a team of 8 staff members in supporting Salesforce applications, including Sales Cloud, Service Cloud, and Salesforce CPQ. This position is part of the Global CRM RUN team for LBS and LMS, supporting approximately 5000 salesforce users globally. The successful candidate will work closely with leadership to define, measure, and adhere to KPIs for backlog, SLA compliance, and ticket escalation.
Key Responsibilities:
- Team Management: Lead and manage a team of First Responders for all Salesforce-related requests and incidents, ensuring all activities meet service level agreements and quality standards.
- KPI and SLA Adherence: Define, measure, and monitor KPIs and SLAs, ensuring timely and effective response to tickets and issues.
- Support Documentation: Oversee the creation and maintenance of support documentation, including admin standard work, housekeeping, user maintenance, and knowledge management articles.
- Liaison Role: Act as the liaison between the support team, leadership, and the development/integration team, removing roadblocks and providing expertise and direction.
- Training and Development: Develop and deliver training programs for IT Support internal staff, ensuring harmonized effective use of the process.
- Vendor Management: Manage relationships with Salesforce vendors and contractors, ensuring optimal support and service.
- Process Improvement: Identify and implement process improvements, addressing breakdowns and opportunities for efficiency.
Requirements:
- Salesforce Expertise: 10+ years of experience with Salesforce, including Sales Cloud, Service Cloud, and CPQ.
- Communication: Excellent verbal and written communication skills to interact with various stakeholders.
- Collaboration: Strong team player and manager, capable of working with cross-functional teams.
- Business Acumen: Understanding of business processes, issues, and strategies to align the CRM support team with organizational objectives.
- Problem Solving: Act as a consultant to guide the team towards sustainable solutions.
Preferred Qualifications:
- ERP Experience: Familiarity with ERP systems such as SAP.
- Salesforce Certified Admin: Any other Salesforce Certifications.
About Us: At Leica Biosystems, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.
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