Manager Global Support CRM

Leica Biosystems’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. 

The 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 globally.

The successful candidate will work closely with leadership to define, measure, and adhere to KPIs for backlog, SLA compliance, and ticket escalation.

In this role, you will have the opportunity to:

• 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.
• 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 Experience: Familiarity with ERP systems such as SAP
• Salesforce Certified Admin or any other Salesforce Certifications

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, 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.