GN - SONG - Service - Microsoft CRM - Senior Manager

Job Title - GN - SONG - Service - Microsoft CRM – Senior Manger

Management Level : 6-Senior Manager

Location : Bengaluru, BDC7A

Must-have skills : Microsoft Dynamics 365 Customer Relationship Management (CRM)

Good to have skills : Ability to leverage design thinking, business process optimization, and stakeholder management skills.

Job Summary :

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities :

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following : -

• Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing & Sales modules)
• Requirements Gathering : Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
• Process Mapping : Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
• Solution Design : Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
• Process Optimization : Analyze and redesign business processes to maximize efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
• Deploy understanding of detailed MS Dynamics CRM configuration : Use customization and MS Dynamics 365 CRM architecture & landscape
• Use prior experience with MS Dynamics 365 CRM configuration : Apply thorough knowledge & hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
• Work with the client and implementation team : to conduct design sessions, requirement gathering sessions, drive backlog grooming sessions, create user stories and acceptance criteria, give regular working demos to all stakeholders during sprint reviews, functional testing, solution design and implementation activities.
• Be a member and / or lead the project delivery workstream across phases.
• Extensive Microsoft D365 Customer Service, Marketing & Sales Implementation experience and developing enhancements : Across life cycle with multiple geographies and work as a CRM solution consultant.
• Provide best practices direction and implement approach based on MS Dynamics 365 CRM standards.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Develop knowledge of prevailing trends , financials, and operating drivers across multiple industry segments.
• Participate in pre-sales activities including response to RFPs, creating ‘Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
• Participate in practice-specific initiatives including creating ‘Point of View’, creating reusable assets on industry wise Sales Life cycle, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Participate in growing the MS Dynamics practice

Professional & Technical Skills :

Bring your best skills forward to excel at the role :

Additional Information :

About Our Company | Accenture

Experience : 14 to 16 Years

Educational Qualification : B.Com

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