CRM Salesforce Service Process Manager (m/f/x) - limited 24 months

Seeing beyond - future of medical technology

For more than 100 years, ZEISS medical technology has been driving progress in ophthalmology and microsurgery. In ophthalmology, our solutions help to maintain and improve people's vision at every stage of their lives. In microsurgery, our solutions enable targeted interventions on diseased tissue so that small and sensitive organs continue to function optimally.

Medical technology from ZEISS supports medical professionals in improving the lives of patients worldwide. The fact that our actions have a direct impact on people's well-being is what drives us every day.

We are seeking a highly skilled and motivated CRM Salesforce Manager to join our global Service department for medical technology. This role is pivotal in driving the implementation and optimization of Salesforce CRM solutions to enhance our service processes and strategically our advance medical services. The successful candidate will act as a service process expert, aligning input within the HQ Service department and enable country organizations through training and workshops post-implementation. Act as a liaison between country organizations and the IT Salesforce team, facilitating clear communication and feedback loops to address challenges in tool implementation and usage. Your target is to drive the success of the implementation to enable growth and deliver exceptional customer service experience.

Your Role Cross-Functional Collaboration: Support Salesforce CRM implementation workstreams, ensuring seamless integration of service processes with CRM functionalities

Service Process Expertise: Provide insights and align input within the HQ Service department to meet strategic and operational requirements

Requirement Translation: Convert strategic and operational service business requirements into project deliverables. Participate as a part-time workstream member (up to 50%) to collect, define, and write user stories, supporting alignment and implementation

Country Implementation Success: Assist service teams during the transition phase and post-implementation with CRM consulting to ensure successful Salesforce CRM implementation

Stakeholder Management: Collaborate stakeholders with to refine service process flow and CRM functionalities. Post-Implementation Enablement

Country Support and Compliance: Ensure service process compliance and execution quality through a comprehensive (re)training concept, consulting services, and monitoring. Lead training sessions and workshops for country teams after the hyper care phase

Continuous Learning Integration: Incorporate learnings from the implementation phase into ongoing activities. Continuous improvement

Process Improvement Advocacy: Identify opportunities for improvement by analysing country feedback and data from the implementation phase

Strategic Integration: Integrate Salesforce capabilities into medical service offerings, ensuring alignment with long-term strategic goals

Objective Alignment: Collaborate with global HQ to understand demand and service requirements, ensuring country organizations meet these needs effectively

Innovation and Best Practices: Gather insights from country organizations to drive the effectiveness of Salesforce implementations across regions. Stay updated on Salesforce CRM best practices and industry trends to drive innovation and enhance patient care

Bachelor's degree in business administration, information technology, service or related field with 10+ years of total experience in Sales, Service, Business or IT background and 3+ years in Salesforce project management (end-to-end project management)

Certification in Salesforce administration or development

Proven experience in Salesforce CRM management and implementation within a service-oriented environment

Strong understanding of service processes in medical technology and the ability to act as a process expert

Any certification related to project management (PMI -ACP / PMP / Prince 2 / PSM II, etc.) is an advantage

Practical experience with PM tools such as JIRA / MS Project

Advanced Microsoft Excel skills (formulas, data cleaning, data manipulation)

Willingness to travel as needed

Excellent planning and strategic skills

Organized and meticulous in your work

Excellent communication and interpersonal skills to facilitate training and workshops

Ability to work collaboratively in a fast-paced, dynamic environment.

A dynamic and adaptable mindset as well as strong communication and presentation skills

Professional and deadline-oriented

Ability to multitask and manage several projects at once