.Manager Global Support CRMBarcelona Barcelona, Catalonia, ES This job is with Danaher, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. 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