Global CRM Support Manager
hace 2 semanas
Leica Biosystems is a global leader in cancer diagnostics, and we're seeking a skilled professional to join our team as a Global CRM Support Manager.
The successful candidate will 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 Key Responsibilities of this role include:
- 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.
The Essential Requirements of the job include:
- 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.
It would be a plus if you also possess previous experience in ERP systems such as SAP or Salesforce Certified Admin or any other Salesforce Certifications.
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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Manager Global Support Crm
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Barcelona, Barcelona, España Leica Biosystems A tiempo completoPosition OverviewThe Global CRM Support Manager will be 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. This position is part of the Global CRM RUN team for LBS and LMS, supporting approximately 5000 Salesforce users...
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Barcelona, Barcelona, España Leica Biosystems A tiempo completoThe Global CRM Support Manager will lead 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.Key Responsibilities:Manage a team of First Responders for all...
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Barcelona, Barcelona, España Leica Biosystems A tiempo completoLeica Biosystems is a global leader in cancer diagnostics, and we're seeking a skilled professional to lead our CRM support team.The Global CRM Support Manager will be responsible for managing 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...
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