Global CRM Support Manager
hace 6 días
Job Overview: We are seeking a Global CRM Support Manager to lead and manage a team of staff members in supporting Salesforce applications and internal bespoke solutions.
About the Role
- Lead a team of First Responders for all Salesforce-related requests and incidents, ensuring service level agreements and quality standards are met.
- Define, measure, and monitor KPIs and SLAs, ensuring timely and effective response to tickets and issues.
- Oversee the creation and maintenance of support documentation, including admin standard work, housekeeping, user maintenance, and knowledge management articles.
- Act as the liaison between the support team, leadership, and the development/integration team, removing roadblocks and providing expertise and direction.
- Develop and deliver training programs for IT Support internal staff, ensuring harmonized effective use of the process.
- Manage relationships with Salesforce vendors and contractors, ensuring optimal support and service.
Key Responsibilities
- Team Management: Ensure the team is meeting service level agreements and quality standards.
- KPI and SLA Adherence: Monitor and maintain KPIs and SLAs for timely and effective response to tickets and issues.
Requirements
- Experience in Salesforce management and support.
- Leadership and team management skills.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment.
What We Offer
- A dynamic and inclusive work environment.
- Ongoing training and development opportunities.
- A competitive salary and benefits package.
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