Dynamics 365 CRM Support Manager

Job Summary:

We are seeking an experienced D365 CRM Project Lead to oversee the successful implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions. The ideal candidate will have deep expertise in D365 CRM, strong project management skills, and the ability to drive complex CRM projects from initiation to completion while aligning with business objectives.

Key Responsibilities:

• In Microsoft Dynamics 365 CRM, providing deep functional expertise.

• Work both as a team player and an individual contributor, taking ownership of critical tasks and driving them to resolution.

• Lead and manage the end-to-end support operations for Microsoft Dynamics 365 CRM solutions.

• Oversee incident management and service requests to ensure timely and efficient support delivery.

• Collaborate with business stakeholders to understand support requirements and ensure alignment with SLAs and business goals.

• Work closely with technical teams to troubleshoot, optimize, and enhance D365 CRM performance.

• Identify and mitigate risks in support operations, ensuring quick resolution of critical issues.

• Manage small-scale CRM implementation projects, system enhancements, and integrations within support engagements.

• Identify recurring issues, drive root cause analysis, and implement preventive measures.

• Proactively analyse customer needs and system usage to drive improvements and identify opportunities.

• Ensure compliance with data security, privacy, and governance policies in support operations.

• Drive user engagement through training, knowledge base updates, and continuous support improvements.

• Monitor support performance metrics, analyze trends, and implement strategies for operational excellence.

• Stay updated with the latest D365 CRM updates, enhancements, and industry best practices to enhance support efficiency.

• Provide leadership, mentorship, and direction to the support team, ensuring alignment with best practices and business goals.

Required Qualifications & Skills for Support CRM Manager

Qualifications:

• Bachelor’s or master’s degree in business administration, Information Systems, or a related field.

• 7+ years of experience in Microsoft Dynamics 365 CRM (Customer Engagement), with a focus on support, troubleshooting, and enhancements.

• Proven experience in managing CRM support operations and incident management.

• Prior experience in handling small-scale CRM implementation projects, system enhancements, and integrations.

• Microsoft Dynamics 365 certifications (e.g., Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate) are preferred.

CRM Support & Operations:

• Expertise in CRM business processes such as Sales, Customer Service, Marketing, and Field Service.

• Strong understanding of case management, service-level agreements (SLAs), and escalation handling.

• Experience in root cause analysis and issue resolution to ensure minimal disruption to business operations.

• Ability to identify recurring issues and implement preventive measures to improve system efficiency.

• Prior experience in CRM migration, data management, and reporting.

• Understanding of CRM automation and workflows, leveraging tools like Power Platform (Power Apps, Power Automate, Power BI) to improve business processes and reporting.

Communication & Business Skills:

• Ability to collaborate with business stakeholders to align CRM support with organizational goals.

• Strong verbal and written communication skills for stakeholder management and training.

• Experience in training users and driving adoption through documentation and knowledge sharing.

• Experience in process optimization to enhance user experience and CRM effectiveness