Global CRM Support Team Lead
hace 7 días
**About Leica Biosystems**
Leica Biosystems is a global leader in cancer diagnostics, dedicated to advancing cancer diagnostics and improving lives. Our mission is at the heart of our corporate culture, driving us to develop innovative solutions that enable accurate diagnoses. With a comprehensive portfolio from biopsy to diagnosis, we help improve workflow efficiency and diagnostic confidence.
As an inclusive employer and member of myGwork – the largest global platform for the LGBTQ+ business community – we value diversity and welcome talented individuals to join our team.
**Job Summary**
We are seeking a skilled Global CRM Support Team Lead to join our team. As a key member of our Global CRM RUN team for LBS and LMS, you 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 role is part of our global support function, ensuring timely and effective response to tickets and issues.
**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. Creating training documentation for all community user to support unified answers/usages.
- Vendor Management: Manage relationships with Salesforce vendors and contractors, ensuring optimal support and service.
**What We Offer**
As a Global CRM Support Team Lead, you can expect a competitive salary ranging from **€80,000 to €110,000 per annum**, depending on experience and qualifications. Our benefits package includes access to our employee assistance program, flexible working arrangements, and opportunities for professional growth and development. We also offer a dynamic and inclusive work environment, where you can make a real impact in the fight against cancer.
**Requirements**
To succeed in this role, you will need:
- A strong understanding of Salesforce applications and internal bespoke solutions.
- Excellent leadership and team management skills, with experience in managing cross-functional teams.
- Ability to define, measure, and monitor KPIs and SLAs.
- Strong communication and interpersonal skills, with experience in liaising with stakeholders.
- Experience in developing and delivering training programs.
- Vendor management experience, preferably with Salesforce vendors.
**How to Apply**
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