Client Success Associate managing relationships with a range of clients at Gartner. Ensuring successful utilization of services, facilitating engagement, and collaborating with internal teams.
About the role
- Customer Relationship Management (CRM) Functional Lead assisting in design and development of SAP BRIM & Dynamics CE solutions. Collaborating with technical teams and ensuring effective user adoption and seamless integration.
Responsibilities
- Assist with defining functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
- Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.
- Conduct a comprehensive business analysis to understand customer service processes and requirements.
- Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.
- Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
- Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.
- Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.
- Ensure seamless functional integration and data flow across systems.
- Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
- Promote user adoption through effective change management and support.
- Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
- Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.
- Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
Requirements
- Minimum of 7 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
- 5+ years’ experience in business analysis, requirements gathering, and functional solution design.
- Experience in managing and delivering Dynamics 365 CE projects with complex integrations.
- Experience as a CE Data Engineer in at least 2 implementation projects where at least 10 million customer accounts and at least 1 billion transactions were migrated.
- Experience in migrating systems where CE was tightly integrated with the financial system, like SAP or other non-Dynamics 365-based ERP systems, in real time.
- Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions) and self-service portals.
- Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
- Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
- Strong SQL skills to be able to understand legacy databases and map them to Dynamics.
- Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
- Proficient in the Microsoft Office 365 suite of business software, including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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