CRM Dynamics 365 Analyst: Process Improvement & Adoption

MED-EL

Durham (NC)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

MED-EL is seeking a CRM Functional Analyst to serve as the primary business-facing advisor for Microsoft Dynamics 365 CRM. You will collaborate with sales, marketing, customer care, and operations to optimize processes, data quality, and user adoption, leveraging standard Dynamics functionality wherever possible.

The role blends business process analysis with hands-on Dynamics 365 configuration and is not focused on software development.

Qualifications

3-5 years of Dynamics 365 CRM experience.
Experience facilitating workshops and leading discussions.
Ability to translate business requirements into CRM solutions.
Bachelor's degree in a related field or equivalent experience.

Responsibilities

Partner with stakeholders to understand processes, gather requirements, and recommend CRM solutions using Dynamics 365 best practices.
Analyze current workflows and identify opportunities to streamline, standardize, and improve processes.
Document current and future-state processes and align stakeholders on changes.
Configure and maintain Dynamics 365 CRM components including entities, forms, views, dashboards, and workflows.
Monitor CRM adoption, data quality, and KPIs to measure business success.
Train and coach users on CRM functionality and best practices.
Develop user guides, training materials, and SOPs.
Create and execute testing plans for system updates and enhancements.
Troubleshoot CRM issues and provide ongoing functional support.
Communicate new features and process updates across the organization.