Overview
In this role you lead and shape the Customer Support tech stack, focusing on Salesforce Service Cloud and adjacent systems to power global support. You will guide a multidisciplinary team, driving delivery speed, quality, and alignment with the company’s support and AI initiatives. Your work enables scalable, reliable customer service experiences and closer collaboration with stakeholders across Adyen. The position offers the chance to influence how support technology supports growth and transformation at scale.
Verantwoordelijkheden
- Lead a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts
- Improve planning, release practices, and cross-functional collaboration to boost delivery speed and quality
- Define and execute the Customer Support technology strategy including Service Cloud and related tools (QA, WFM, telephony)
- Own the Service Cloud roadmap and align needs across global teams
- Collaborate with regional and functional stakeholders, communicating priorities, risks, and progress
- Guide Salesforce architecture, integrations, and best practices, empowering team members
- Establish KPIs for Support technology initiatives to track outcomes and drive improvement
Belangrijkste vereisten
- 7+ years of Salesforce experience with strong Service Cloud expertise
- 5+ years of directly leading technical teams
- Deep platform expertise across architecture, customization, automation, integrations, security, governance
- Proven coaching and development experience for engineers and administrators
- Experience bridging high-level strategy with day-to-day execution
- Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives
- Excellent stakeholder management and ability to influence technical and business audiences
- Collaborative leadership balancing stability, technical debt, innovation, and delivery
- stakeholder management
- leadership and mentoring
- cross-functional collaboration
- Salesforce Service Cloud
- Salesforce architecture and integrations
- Automation and governance
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