Customer Success Manager responsible for improving partner metrics and collaboration with onboarding and management teams. Working with SaaS platforms for customer engagement and marketing solutions.
About the role
- Lead Microsoft Dynamics CRM initiatives for DLA Piper, ensuring successful project delivery and team management. Enhance customer engagement, operational efficiency, and drive digital transformation strategies.
Responsibilities
- Develop, communicate, and execute a vision for Microsoft Dynamics CRM initiatives that align with the company's business development digital transformation and customer engagement strategies.
- Lead the planning, execution, and delivery of end-to-end CRM projects.
- Ensure projects are delivered on time, within scope, and within budget while maintaining high standards of quality and client satisfaction.
- Supervise and mentor a team of CRM managers, specialists, and administrators.
- Foster a culture of collaboration, continuous learning, and professional development.
- Serve as a point of contact for executive sponsors, business leaders, and other key stakeholders.
- Facilitate workshops, requirements gathering sessions, and regular project updates.
- Collaborate with others to oversee the architecture, customization, and integration of Microsoft Dynamics CRM with other enterprise systems.
- Ensure solutions are scalable, secure, and aligned with best practices.
- Work with Business Development and Marketing leaders and other professionals to develop and execute change management strategies, including end-user training, communication plans, and support structures to drive adoption and maximize ROI.
- Define and track key performance indicators (KPIs) for CRM initiatives.
- Use analytics and reporting tools to measure success and identify areas for continuous improvement.
- Proactively identify, assess, and mitigate project and system risks.
- Implement governance frameworks and compliance controls to safeguard data and ensure regulatory adherence.
- Manage relationships with Microsoft and other third-party vendors or partners to leverage the latest technologies, resources, and support for CRM projects.
- Stay current with advancements in Microsoft Dynamics CRM, cloud technology, and digital trends.
- Advocate for and implement innovative solutions that create competitive advantage.
Requirements
- At least four years focused on Microsoft Dynamics CRM (including Dynamics 365) preferred.
- Expert knowledge of Microsoft Dynamics CRM/Dynamics 365 platform, including Sales, Customer Service, Field Service, and Marketing modules.
- Proficiency in Power Platform (Power BI, Power Automate, Power Apps).
- Experience with solution architecture, data modeling, and integration with other enterprise applications (ERP, SharePoint, Azure, etc.).
- Strong understanding of cloud computing concepts and Microsoft Azure services.
- Familiarity with CRM security models, data privacy, and regulatory compliance (GDPR, HIPAA, etc.).
- Ability to translate business requirements into technical solutions.
- Strong understanding of sales, marketing, and service processes.
- Proven track record of leading and developing high-performing teams.
- Hands-on experience with project management methodologies (Agile, Waterfall, Hybrid) and tools (Microsoft Project, Jira, etc.).
- Proficient in data analysis, business intelligence, and performance measurement techniques.
- Minimum Education Bachelors degree in Computer Science, Information Systems, Business Administration, or a related field.
Benefits
- medical/dental/vision insurance
- 401(k)
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