The Microsoft Dynamics CRM Lead is responsible for leading the functional aspects of Microsoft Dynamics CRM projects, ensuring the successful design, configuration, and implementation of CRM solutions that align with business objectives. This role requires a combination of technical expertise, business acumen, and leadership skills to drive the CRM strategy and deliver value to the organization. The CRM Lead will be expected to lead and mentor the Dynamics and CPQ Support teams, who triage and solve incident and enhancement tickets submitted by the various teams.
Functions and Responsibilities
- Collaborate with business stakeholders to understand and document business processes, objectives, and requirements.
- Translate business requirements into functional specifications for CRM customization and configuration.
- Lead the design and configuration of Microsoft Dynamics CRM solutions based on business requirements.
- Work closely with technical teams to ensure the alignment of functional and technical designs.
Implementation and Customization:
- Configure and customize Microsoft Dynamics CRM to meet specific business needs.
- Integrate CPQ tools with CRM solutions to streamline the quote-to-cash process.
CRM Support Lead:
- Provide guidance and direction as tier 3 support as ticket escalations occur.
- Ensure Dynamics and CPQ Support resources provide timely and accurate resolutions.
- Access and identify training and development plans for Dynamics and CPQ Support resources as needed.
User Training and Support:
- Develop and deliver training programs for end-users to ensure effective and efficient use of CRM functionality.
- Provide ongoing support and troubleshooting assistance to users.
- Conduct testing and quality assurance activities to ensure that CRM solutions meet business requirements and are free of defects.
- Communicate with key stakeholders to provide product updates, address concerns, and ensure alignment with organizational goals.
Best Practices and Continuous Improvement:
- Stay informed about the latest Microsoft Dynamics CRM features and updates.
- Recommend and implement best practices for CRM configuration and usage.
Qualifications and Experience
- Proven experience (7+ years) as a Microsoft Dynamics CRM Functional Consultant or Lead.
- In-depth knowledge of Microsoft Dynamics CRM features, configuration, and customization.
- Strong understanding of business processes related to CRM, sales, marketing, and customer service.
- Experience with Configure, Price, Quote (CPQ) tools is a desired skill.
- Excellent communication, leadership, and problem-solving skills.
- Project management experience with the ability to manage multiple priorities.
- Bachelor s degree in Business, Information Technology, or a related field.
- Dynamics 365 Customer Engagement Functional Consultant Associate.
Microsoft Dynamics CRM Technical Lead