CRM Support Lead

Job description / Role

As the CRM Support Lead you will be responsible for leading a team providing tier 2 support to relevant department Sales applications whilst managing incidents, requests, resolutions and maintaining a consistent high level of customer satisfaction

Client Details

A well-established multinational organisation with over 10,000+ employees globally. This organisation is an industry leader and constantly strives to set industry standards

Description

* Lead a team of colleagues supporting the relevant department's Enterprise Applications for Sales
* Manage escalations from internal customers
* Work with management colleagues to monitor, manage and improve the support service
* Provide level 2 support for relevant department's Enterprise Applications for Sales
* Manage and resolve incidents and service requests within agreed service levels
* Provide guidance and training to internal customers on usage of Sales applications
* Gather and analyse business requirements for development requests
* Create knowledge articles for use by support staff
* Manage colleagues including coaching, mentoring and appraisals
* Create reports and dashboards for internal customers
* Coordinating with internal stakeholders, level 3 support teams and vendors

Job Offer

* Fixed tax free salary of AED 15,000 - AED 16,500
* Exciting role with an opportunity to work with the latest technology
* International environment

Requirements

* A minimum of 2 years of Salesforce Administration experience at the enterprise level
* Experience in providing level 2 support for applications such as Salesforce, Conga Composer, Expocad, Docusign, Adobe Sign, Skuid or WalkMe
* Strong knowledge of Incident Management, Request Fulfillment and Change Management processes
* Excellent English language communication and interpersonal skills
* Ability to manage and co-ordinate diverse groups to deliver common goals and targets

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.