Role: Senior Dynamics 365 CRM Consultant
Experience: 6 - 8 Years
Dynamics 365 CE professional in a customer support-focused role. Leverage your expertise to address complex client issues, provide guidance to the team, and handle day-to-day operational challenges for our diverse clientele.
Key Responsibilities:
- Excel in innovative problem-solving, offering solutions to various client challenges.
- Play a crucial role in mentoring team members, enhancing their problem-solving capabilities for clients.
- Engage in the consulting lifecycle, defining problems, proposing solutions, and actively participating in development, configuration, and deployment.
- Lead business process consulting, defining problems and creating strategic solutions.
- Contribute to proposal development, client training, and project scoping, showcasing expertise in shaping value-adding consulting solutions.
- Internally contribute to capability building, sharing insights to enhance the team's skill set and stay ahead of the evolving global landscape.
Required:
- 5+ years Microsoft D365 CRM in Support or earlier versions.
- Understanding client businesses, gathering project requirements, and conducting gap analysis.
- Successfully implementing practical business solutions using industry best practices.
- Post go-live customer support experience.
- Implementation and support of Dynamics 365 Sales, Marketing, Customer Service, Field Service, Project Service Automation.
- Designing, configuring, and testing core Dynamics 365 CRM.
- Experience with Data Migration.
- Experience handling Phased Cutover implementations along with cutover planning.
- Converting requirements to functional specs and creating comprehensive functional design documents.
- Leading Conference Room Pilot (CRP) and system walkthrough presentations showcasing Microsoft D365 FO’s capabilities.
- Assisting customers in understanding out-of-the-box system capabilities and advising on optimal utilization through creative configuration.
- Preparing Discovery Documents on various issues and functional specifications for customizations required for Dynamics 365 ERP implementations.
- Dynamics 365 Customer Engagement: Customization & Configuration, Plug-ins, Workflows, JavaScript.
- SaaS Environment management, Microsoft SQL, Reporting Services, Web Development (ASP.NET, ASP.NET MVC, Web Services, HTML5, JavaScript, JQuery, KnockoutJS, SignalR).
- XRMToolskit, Ribbon workbench.
Soft Skills:
- Strong written and verbal communication skills.
- Willingness to participate in client discussions at various project or support stages.
- Assessing support statistics and preparing detailed reports on findings.
- Overseeing ongoing training efforts, managing the customer support department's budget.
- Responding to escalated customer support issues.
- Demonstrated arbitration skills with the ability to remain impartial.
- Capacity to accept and utilize constructive criticism.
- Strong client interfacing and articulation skills regarding business value delivery, acting as a primary liaison and contact accountable to customers to ensure expectations are properly set, met, or exceeded.