Microsoft has heightened the importance and expectation for CRM solutions. As Microsoft's leading Dynamics CRM solution provider, Avanade combines extensive implementation expertise, leading practices, and user experience design with the strength, stability and power of Microsoft Dynamics CRM software enabling companies to maximize the business value of their CRM Solution. Across the globe and in multiple industries, Avanade helps enterprises create superior customer experiences, deepen customer relationships and maximize business agility.
As a CRM Professional, you will be responsible for overseeing the design and delivery of CRM solutions to clients, often across workstreams. Additionally, you will be responsible for translating high-level strategy into more localized strategy and operational objectives for your team(s).
Key Role Responsibilities:
Day-to-day you will:
Oversee your team(s') work across all phases of Avanade projects (e.g. Plan, Analyze, Design, Build and Test)
Direct efforts to defining technical, operational, and user requirements
Review and improve conceptual architecture and technical solutions designs
Oversee partnership and coordination between customers, IT staff, and business partners to ensure high quality and timely resolution of customer issues
Hold your team(s) accountable to project quality standards through KPI identification and testing plan
Own partnership with cross-functional technology and design teams to ensure consistent, beneficial client interaction and solution delivery
Ensure off-shore resources are utilized and leveraged appropriately
Participate in sales activities as required (30%)
Help determine and translate customer needs into an Avanade solution and approach
Contribute to proposal development
Contribute to scope, approach, and estimating input to the proposal team
Deliver content effectively to customer stakeholders at senior levels
Lead continuous improvement efforts to proactively identify potential challenges to customer success and business productivity
Key Role Skill & Capability Requirements:
To succeed in this role, you are likely a seasoned CRM management professional with a great track record. You are able to understand large, complex CRM solutions and the business benefits they deliver. You are likely a great manager with vast CRM experience. You understand the nuts and bolts of CRM systems and, more importantly, you know how to connect with clients and lead a team to reach its goals. You are organized, energetic, and as comfortable in front of a board room as in front of a white board with your development team.
Understanding of common industry standard business practices supported by CRM
Extensive Development experience with Dynamics CRM
Experience working in a Software as a Service (SaaS) environment, Microsoft SQL, HTML, Microsoft ASP, Microsoft .Net, and etc.
Basic understanding of relational database concepts desired
Excellent client management skills and the ability to work with customers to develop and manage an action plan
Experience consulting with external clients on complex projects, including in leadership roles
Experience working with global teams on CRM technology implementation and maintenance projects
Extensive experience in a management or leadership role.
Experience working with offshore teams to facilitate project work
Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form
Self-starter and able to work independently with minimal supervision
Your business skillset likely includes:
Excellent client management skills
Experience leading large complex technology projects
Experience managing global CRM teams and working with offshore teams
Excellence in communicating and presenting complex information to technical and nontechnical stakeholders
Self-starter and able to work independently with minimal supervision.