Responsibilities

Customer Centricity

• Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.

• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions'' capability and value through design collaboration sessions with the customer/partner. Understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Assesses and transfers knowledge to close customer skill gaps.

• Guides other team members to focus on customer/partner experience through efficient delivery. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.

• Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.

Qualifications

5+ years of industry experience assessing complex, business critical Dynamics CRM - Dynamics 365 Apps and/or D365 Customer Engagement on-premise environments against Microsoft good practices & supporting customers as they go-live and operate their solution

Dynamics 365 Finance & Operations, Project management, Power Platform experience is a plus.

Knowledge with tools commonly used to manage complex D365 Apps (Online)/D365 Customer Engagement (CE) implementations,

Deep understanding of related Microsoft technologies, including SQL, SSRS, SSIS, SharePoint, Visual Studio and .NET

Knowledge and experience in reviewing Microsoft D365 Apps/Customer Engagement performance, supportability, infrastructure design and customizations Strong problem-solving and technical leadership skills

Solid understanding of client/server, networking, and Internet technologies fundamentals

Understanding of n-tier solutions

Strong problem-solving and technical leadership skills

Works well in a global team environment

Adaptability is necessary skills – should be ready to ramp up on newer technologies/product based on customer or business need.

Excellent Communication Skills - presentation and written English. Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.

Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focu