Customer Support Systems Manager - CRM and Salesforce

Customer Support Systems Manager - CRM and Salesforce

LSEG
Not Specified
Not Specified

Job Description



Manager, Workflow & Systems will be part of the Workflow & Systems team, who are specialists with a focus to provide support and stewardship to Customer Operations workflow changes and enhancements while partnering with the business and technology teams. In this role, you are responsible to plan, lead and
Deliver business change projects & enhancements, and solutions for Service Cloud/Salesforce user base.
You will be the expert providing advice, consultation and support to other team member and coordinating across groups to deliver outcomes.
Responsibilities:

  • Leads planning and execution of projects supported by Customer Support Workflow & Systems team (Salesforce/Service Cloud)

  • Support planning, prioritization and implementation of Customer Support systems roadmap

  • Drives & delivers new and ongoing projects and priorities by applying appropriate governance and knowledge

  • Partners closely with Technology, Customer Operations to deliver business outcomes

  • Keep the user and stakeholder aware of service disruption and mitigation plan

  • Subject matter expert for all issues, queries and enhancement requests impacting Service Cloud/Salesforce in Customer Operations space

  • Support day to day running of CRM solutions (Salesforce)

  • Suggests process improvement following investigative, analytic or diagnostic services

  • Provide process-related training and support on new processes

  • Support major change programs and projects across customer operations in a way that adds transparency

Experience & Skills Required:

  • Strong knowledge of systems and tooling platforms aligned to Customer Support - Salesforce/Service Cloud platform

  • Has played a key role in supporting strategic or major business process improvement initiatives in Customer Operations

  • Strong knowledge of Customer Support processes

  • Experience in system requirements review, prioritization, management, implementation and UAT support

  • Passionate about delivering outstanding customer service

  • Experience in designing and embedding operational process improvements on the Salesforce platform

  • Experience with system analysis and enhancement

  • Experienced in driving initiatives which requires collaborations and negotiation skills

  • Proven problem-solving approach and ability to think creatively as well as logically

  • Self-motivated. Works well under pressur

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants and employees religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this carefully, as it describes what personal information the London Stock Exchange Group (LSEG) (We) may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Job Details

Employment Types:

Function:

IT

About LSEG

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG. HOW TO APPLY If you want to apply for this job, please click the Apply button to the left. You will then be redirected to the sign-in page where you can enter your credentials or set up an account with us.

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