Global CRM Support Manager

hace 1 semana

Barcelona, Barcelona, España Mygwork A tiempo completo

Job Title: Global CRM Support Manager

About the Role:

This is a senior leadership position responsible for leading and managing a team of 8 staff members in supporting Salesforce applications (Sales Cloud, Service Cloud, Salesforce CPQ) as well as some internal bespoke solutions.

About the Team:

This position is part of the Global CRM RUN team for LBS and LMS, supporting approximately 5000 salesforce users globally.

Key Responsibilities:

  1. 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.
  2. KPI and SLA Adherence: Define, measure, and monitor KPIs and SLAs, ensuring timely and effective response to tickets and issues.
  3. Support Documentation: Oversee the creation and maintenance of support documentation, including admin standard work, housekeeping, user maintenance, and knowledge management articles.
  4. Liaison Role: Act as the liaison between the support team, leadership, and the development/integration team, removing roadblocks and providing expertise and direction.
  5. Training and Development: Develop and deliver training programs for IT Support internal staff, ensuring harmonized effective use of the process.
  6. Creating training documentation for all community user to support unified answers/usages.
  7. Vendor Management: Manage relationships with Salesforce vendors and contractors, ensuring optimal support and service.
  8. Process Improvement: Identify and implement process improvements, addressing breakdowns and opportunities for efficiency

Requirements:

  • Bachelor ́s degree or comparable
  • 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.

About Mygwork:

At Danaher, 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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