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

8115 ASOL - Hyderabad 2 SEZ Company; Hyderabad; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

Accenture is seeking a Senior Manager for GN - SONG - C&S focusing on MS Dynamics 365 CRM. You will design, build, and implement CRM initiatives across Customer Service, Marketing, and Sales modules to improve client performance.

Collaborate with clients and delivery teams to gather requirements, map processes, and drive backlog grooming, user stories, and demos. Strong MS Dynamics CRM and Power Platform knowledge is essential.

Qualifications

• Experience implementing MS Dynamics 365 CRM across Service, Marketing and Sales.
• Ability to gather requirements and model business processes.
• Experience in Agile or Waterfall project delivery.

Responsibilities

• Lead CRM solution design and, if needed, hands-on delivery of D365 Customer Service, Marketing, and Sales modules.

Skills

MS Dynamics 365 CRM

Customer Service Life Cycle

Job description

Job Title

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

Management Level & Locations

Management Level: 06/Senior Manager
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Skills

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, performing analysis on industry research and market trends and bringing in innovative solutions, etc. Participate in growing the MS Dynamics practice

Professional & Technical Skills

Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation. Enable MS Dynamics 365 CRM solution: Apply this to facilitate solution build on MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc.). Apply key business Analysis skills: Focus on process analysis and designing/redesigning Customer Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas. Hands‑on with MS Dynamics 365 Customer Service, Marketing, Sales – Power Platform knowledge Good to Have. Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements. Ability to work in high‑paced and complex projects and understand industry‑specific customer service processes, marketing and campaigning processes, operations and functional needs. Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project. Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e.g., Agile, Waterfall). Ability to articulate the business value of recommendations/plans/strategies. Excellent analytical and problem‑solving skills. Strong understanding of business processes, workflows, and systems. Thorough understanding of MS Dynamics CRM Framework and integration with internal and external components. Technical implementation experience – not mandatory but good to have. Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and MS Dynamics 365 CRM Framework and integration Deep dive with MS Dynamics 365 CRM certification: Certification in one or more these focused solution areas- Service/Marketing/Sales Functional Consultant.

About Accenture

About Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Our Company | Accenture About Accenture Strategy & Consulting: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in‑country teams to deliver cutting‑edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network Accenture Global Network | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Experience & Educational Qualification

Experience: Minimum 12+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture