Senior - Microsoft CRM Functional

Key Responsibilities

• Lead the functional design and implementation of D365 CRM solutions, ensuring alignment with business requirements and best practices.
• Collaborate with clients to gather, analyze, and document business requirements, translating them into functional specifications for D365 CRM.
• Conduct workshops and interviews with stakeholders to understand their needs and pain points, facilitating discussions to prioritize requirements.
• Design and configure D365 CRM modules, including Sales, Customer Service, Marketing, and Field Service, to optimize business processes.
• Develop and maintain functional documentation, including business process flows, user stories, and acceptance criteria.
• Provide training and support to end-users, ensuring successful adoption of D365 CRM solutions.
• Collaborate with technical teams to ensure that functional requirements are accurately translated into technical specifications.
• Stay current with the latest D365 CRM features and updates, providing insights and recommendations for continuous improvement.
• Participate in project planning and management activities, ensuring timely delivery of project milestones and objectives.

Qualifications

• Bachelors degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in Microsoft Dynamics 365 CRM functional consulting.
• Strong understanding of CRM concepts, data modeling, and business processes across various industries.

Proficiency in D365 CRM modules, including:

• Sales: Lead and opportunity management, sales forecasting, and pipeline management.
• Customer Service: Case management, service level agreements (SLAs), and knowledge management.
• Marketing: Campaign management, lead scoring, and customer segmentation.
• Field Service: Work order management, resource scheduling, and inventory management.
• Excellent business analysis skills, including requirements gathering, process mapping, and stakeholder management.
• Strong problem-solving skills and the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and stakeholders.

Preferred Skills

• Microsoft Dynamics 365 certifications (e.g., MB-200, MB-210, MB-220).
• Experience with Power Platform (Power Apps, Power BI, Power Automate).
• Familiarity with Agile methodologies and project management practices.
• Understanding of security and compliance requirements in CRM implementations.