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

Accenture PLC; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture is seeking a Senior Manager to lead MS Dynamics 365 CRM initiatives across Customer Service, Marketing and Sales modules. You will design, implement, and optimize CRM solutions for clients, guiding cross-functional teams and delivering high-impact outcomes.

The role requires deep MS Dynamics expertise, stakeholder management across geographies, and strong delivery experience in complex ERP/CRM projects within a consulting context.

Qualifications

• Must have experience with MS Dynamics 365 CRM across Customer Service, Marketing and Sales modules.
• Hands-on with CRM configuration, process mapping and requirement gathering.
• Experience in designing and delivering CRM solutions within a consulting context.

Responsibilities

• Serve as CRM solution consultant and, if required, perform hands-on delivery of Microsoft Dynamics 365 Customer Service, Marketing & Sales modules.
• Gather and document business requirements; elicit objectives and processes from stakeholders.
• Map processes, create detailed documentation, use cases, and user stories for solution design.
• Design and propose CRM solutions, including software enhancements and organizational changes.
• Analyze and redesign business processes to improve efficiency; drive backlog grooming and acceptance criteria.
• Lead design sessions and demos, participate in pre-sales activities, and contribute to project delivery across phases.
• Manage stakeholder expectations and coordinate with cross-functional teams to deliver CRM projects.

Skills

MS Dynamics 365 CRM

Customer Service

Sales

Marketing

Power Platform

Agile

Tools

MS Dynamics CRM

Power Platform

CRM Tools

Job description

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

Management Level: 06/Senior 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: 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:

• 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:

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