Global CRM Support Manager

hace 6 días


Barcelona, Barcelona, España Mygwork A tiempo completo

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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