Global Support Manager CRM

hace 3 semanas


Barcelona, Barcelona, España Leica Biosystems A tiempo completo

The 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 Salesforce-related requests and incidents, ensuring activities meet service level agreements and quality standards.
  • 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.
  • Identify and implement process improvements, addressing breakdowns and opportunities for efficiency.

The ideal candidate will have 10+ years of experience with Salesforce, including Sales Cloud, Service Cloud, and CPQ, and excellent communication and collaboration skills.

As a Global CRM Support Manager at Leica Biosystems, you will play a critical role in ensuring the success of our Salesforce implementation, and will have the opportunity to make a meaningful impact on our business.



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