GN - SONG - C&S - MS Dynamics - Manager

Accenture in India; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Accenture in India invites an experienced GN - SONG - C&S - MS Dynamics - Manager to drive MS Dynamics 365 CRM initiatives across major Indian cities. You will work with clients to design, build, and implement CRM solutions that enhance business performance.

The role involves consulting delivery, requirements gathering, process mapping, and hands-on configuration of Dynamics 365 CRM (Customer Service, Marketing, Sales) with Power Platform expertise, along with pre-sales activities as needed.

Qualifications

• Must have Microsoft Dynamics 365 CRM experience.
• Experience implementing MS Dynamics Customer Service, Marketing and Sales modules.
• Strong requirements gathering and process-mapping skills.

Responsibilities

• Serve as CRM solution consultant and deliver customer interaction solutions using MS Dynamics 365 CRM modules (Customer Service, Marketing, Sales).
• Collaborate with stakeholders to gather, document, and analyze business requirements and processes.
• Create detailed process maps and workflows; prepare BRDs, use cases, and user stories.
• Design solutions with cross-functional teams, including software enhancements and process changes.
• Analyze and redesign business processes to maximize efficiency; implement improvements with client teams.
• Demonstrate MS Dynamics CRM configuration knowledge and Power Platform capabilities.
• Engage with client and implementation teams in design sessions, backlog grooming, and demos.
• Lead project delivery workstreams across phases; ensure successful CRM implementations.

Skills

Microsoft Dynamics 365 CRM

Power Platform

Job description

Job Title - GN - SONG - C&S - MS Dynamics - Manager

Management Level: 7/ Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

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

Good to have skills: Customer Service Life Cycle

Job Summary:

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Areas of Work:

Microsoft Business Analyst/Functional Consultant - MS D365 Customer Service & Marketing, Service module

Roles & Responsibilities:

• 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,