Manager

Mount Talent Consulting Pvt Ltd.; Haryana; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Mount Talent Consulting Pvt Ltd. is seeking a CRM solution consultant with deep expertise in Microsoft Dynamics 365 Customer Service, Marketing and Sales.

The role involves requirements gathering, process mapping, and designing effective CRM-driven solutions. You will collaborate with stakeholders and the implementation team to drive sessions, backlogs, user stories, and acceptance criteria throughout sprints.

Qualifications

• Experience with MS Dynamics 365 CRM configuration and implementation.
• Ability to gather requirements and translate into functional designs.
• Proven skills in process mapping and requirement analysis for CRM projects.
• Experience with pre-sales activities and client demos is a plus.

Responsibilities

• Serve as CRM solution consultant and deliver customer interaction solutions using Dynamics 365 modules.
• Gather requirements from stakeholders and document business needs.
• Create process maps and documentation for current and future state processes.
• Design solutions with cross-functional teams and drive backlog grooming sessions.

Skills

MS Dynamics CRM

Customer Service

Marketing

Sales

Power Platform

Pre-sales

Agile

Waterfall

Business Analysis

Process Mapping

Requirements Gathering

Solution Design

Backlog Grooming

User Stories

D365

Tools

MS Dynamics CRM

Power Platform

Job description

Roles and 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

Bring your best skills forward to excel at the role:

• 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.