CRM Dynamics Consultant

Job Description

Looking for Both CRM developer and CRM support candidates Need to have 5+ years of specific MS Dynamics CRM experience for aligned technology area Responsibilities: Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates ⁠Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediation's shared across Delivery Partners and LOBs, as applicable. Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to…" measures) Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME) Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG) ⁠Release Management and Deployment for DP (ensure it happens, don't own directly) ⁠Focus on the quality of engagement, working with the DP Quality team As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond. Provide Frontline Technical or Sales Operations Oversight to DP ⁠Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs) Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Manage ICM/Bug Creation to SLAs ⁠Land ‘Time to Competency’ for DP Resources Participate in Technical & SME Interviews for New PTA Hires Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) ⁠Raise and share opportunities from Voice of the Customer Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific. Show more Show less