Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Microsoft Dynamics 365 CRM Consultant leading design, configuration, and deployment of CRM solutions. Collaborating with stakeholders to translate requirements into scalable CRM systems.
Responsibilities
- Lead requirement-gathering workshops with business stakeholders
- Analyze business processes and translate them into functional and technical requirements
- Map business requirements to Dynamics 365 CRM capabilities
- Conduct gap analysis and recommend optimal CRM solutions
- Prepare solution design and functional specification documents
- Configure entities, forms, views, dashboards, workflows, and business rules
- Design and maintain Dataverse data models and relationships
- Configure SLA management, case routing, and escalation workflows
- Implement role-based security models and access controls
- Ensure adherence to CRM architecture best practices
- Develop or oversee CRM customizations including:
- Plugins (C#)
- JavaScript customizations
- Power Automate flows
- Custom workflows
- Power Platform components
- Support integrations using APIs and web services
- Manage Application Lifecycle Management (Dev, Test, Production environments)
- Ensure system scalability, performance, and stability
- Integrate Dynamics 365 CRM with internal and third-party systems
- Support integrations using REST APIs and web services
- Design automated workflows and approval processes
- Ensure full process traceability and system reliability
- Lead System Integration Testing (SIT)
- Support User Acceptance Testing (UAT)
- Coordinate go-live activities and deployments
- Provide post-implementation support and system stabilization
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field
- 6+ years of experience in Microsoft Dynamics CRM / Dynamics 365
- Proven experience delivering full lifecycle CRM implementations
- Strong experience with Dynamics 365 Sales and Customer Service modules
- Strong knowledge of:
- Microsoft Dynamics 365 CRM
- Power Platform (Power Automate, Power Apps)
- Dataverse security model
- CRM data modeling and reporting
- Experience with CRM integrations and APIs
- Experience with plugins (C#) and JavaScript customizations is highly preferred
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Strong consulting and client-facing abilities
- Ability to manage multiple stakeholders and priorities
- Strong documentation and governance discipline
- Experience in the Insurance industry
- Microsoft Dynamics 365 certifications
- Power Platform certifications
- Dynamics 365 Solution Architect certification
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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