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Global CRM Support Manager

hace 1 mes

Barcelona, Barcelona, España Leica Biosystems A tiempo completo
Job Summary

Leica Biosystems is seeking a highly skilled Global CRM Support Manager to lead and manage a team of 8 staff members in supporting Salesforce applications (Sales Cloud, Service Cloud, Salesforce CPQ) as well as some internal bespoke solutions. This position is part of the Global CRM RUN team for LBS and LMS, supporting approximately 5000 salesforce users globally.

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
  • 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.

Preferred Qualifications
  • ERP Experience: Familiarity with ERP systems such as SAP Salesforce Certified Admin or any other Salesforce Certifications

About Leica Biosystems
Leica Biosystems is a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit .