Manager, Service Cloud

As Service Cloud Manager, you lead the team that designs and evolves the Customer Support tech stack, with a focus on Salesforce Service Cloud and complementary tools. You define the roadmap for Support technology, drive delivery, and partner with stakeholders across the organization to scale support. You’ll guide architecture, integrations, and best practices while expanding AI capabilities like FIN into the stack. You work closely with cross-functional teams to deliver reliable, scalable solutions that empower global support. This is a chance to shape how Adyen delivers exceptional customer experiences at scale.

• office-first role based in Amsterdam
• hybrid work environment
• global team collaboration
• opportunity to own career and impact
• focus on technical excellence
• development of AI-enabled support capabilities

• Lead a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts
• Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability
• Define and execute the Customer Support technology strategy including Service Cloud and tools like QA, WFM, and telephony platforms
• Own the Service Cloud roadmap and align needs across global Adyen teams
• Partner with stakeholders to communicate priorities, risks, and progress
• Guide Salesforce architecture, integrations, and best practices while enabling team ownership of implementations
• Establish KPIs for Support technology initiatives to drive continuous improvement

• 7+ years of Salesforce experience with strong Service Cloud expertise
• 5+ years directly leading technical teams
• Deep platform expertise across architecture, customization, automation, integrations, security, and governance
• Proven track record of coaching and developing technical engineers and administrators
• Adept at bridging technology 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 business delivery

• stakeholder management
• collaborative leadership
• communication
• Salesforce Service Cloud
• Salesforce architecture and integrations
• automation and governance