Adyen

Manager Service Cloud (Salesforce)

In short

This role leads a multidisciplinary Support Infrastructure team and defines the Customer Support technology strategy, with a focus on Salesforce Service Cloud architecture, integrations, automation, and governance. It requires 7+ years of Salesforce experience and 5+ years directly leading technical teams, plus strong stakeholder management skills. The job involves mentoring Salesforce Developers, Administrators, Architects, and Business Analysts, owning the Service Cloud roadmap, and establishing KPIs for support technology initiatives. It is a hybrid position based in the Netherlands at a product company.

About the Role
You will lead a multidisciplinary Support Infrastructure team and set the technology strategy for Customer Support. You will own the Service Cloud roadmap, guide architecture and integrations, improve delivery practices, collaborate with stakeholders, and measure outcomes through KPIs.
Requirements
•7+ years of Salesforce experience with strong Service Cloud expertise
•5+ years directly leading technical teams
•Platform expertise in architecture, customization, automation, integrations, security, and governance
•Experience coaching technical engineers and administrators
•Knowledge of SDLC, Agile delivery, enterprise system integrations, and AI automation initiatives
•Stakeholder management skills
Responsibilities
•Lead, mentor, and develop Salesforce Developers, Administrators, Architects, and Business Analysts
•Optimize planning, release practices, and cross-functional collaboration
•Define and execute the Customer Support technology strategy
•Own the Service Cloud roadmap
•Partner with regional and functional stakeholders
•Guide Salesforce architecture, integrations, and best practices
•Establish KPIs for Support technology initiatives

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