Enterprise CRM Support Specialist

2 days ago

Melbourne, Victoria, Australia beBeecrm Full time $130,000 - $180,000
Senior Leader Wanted for Enterprise CRM Support

This is a key leadership position within the Technology Services Division. The successful candidate will be responsible for leading a team of Senior Engineers in providing support for a complex and business-critical enterprise CRM platform.

Key Responsibilities:
  • Lead a team of Senior Engineers to streamline and improve the efficiency and effectiveness of the support model.
  • Manage staff, including work allocation, mentoring, training, and upskilling.
  • Develop processes and implement support activities to ensure consistent, efficient, and effective delivery for all stakeholders.
  • Negotiate with business on the scope of Salesforce releases and manage expectations, risks, and dependencies.
  • Facilitate discussions and workshops with Product Owners to define scope and acceptance criteria.
  • Respond to major incidents and represent the directorate internally and with external vendors.
  • Engage with external vendors and internal ICT teams to resolve incidents and access ICT services as required.
  • Coordinate testing activities, sign-offs from various stakeholders, and Change Advisory Board representation.
Essential Criteria:
  • More than 3 years' experience leading and managing ICT support teams.
  • Experience supporting or managing complex CRM/business systems (e.g., ERP).
  • Demonstrable experience in process development, documentation, and implementation.
  • Proactive approach to building relationships and working with stakeholders to deliver an effective support model and drive continuous improvement.
  • Ability to translate complex technical concepts into user-friendly explanations and solutions.
  • Strong problem-solving and trouble-shooting skills, patience, and understanding of how their role impacts the overall customer experience.
Desirable Criteria:
  • Exposure to Salesforce or other CRM systems.
  • Experience with tools including Jira, Confluence, Gitlab.

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