D365 Client Relationship & Success Lead

BDO USA; United States; On-site; USD 125,000 - 185,000; Full time

Benefits offered by this job

ESOP

Job summary

BDO USA is seeking a Client Relationship Manager (CRM) to be the primary liaison for a portfolio of managed services clients utilizing Microsoft Dynamics 365 CE/F&O/BC and Power Platform. The role focuses on relationship governance, customer experience, and successful delivery across delivery teams to meet SLAs and KPI targets.

The CRM will lead business reviews, translate client needs into actionable work items, and collaborate with cross-functional teams to drive continuous improvement and

Qualifications

• Six+ years in client relationship management and/or service delivery in B2B IT managed services.
• Three+ years managing delivery against SLAs/KPIs and driving service improvement.
• Experience with requirements discovery, roadmap planning, and advising on technology outcomes.
• Experience coordinating cross-functional delivery teams and managing escalations.
• Experience with Dynamics 365 (CE/F&O/BC) and/or Power Platform.

Responsibilities

• Own and manage client relationships for assigned support accounts with executive sponsors.
• Establish governance cadence and act as primary escalation point for satisfaction concerns.
• Translate client processes into actionable support work items with clear acceptance criteria.
• Lead or participate in quarterly business reviews with clients and internal leadership.
• Coordinate delivery across D365/Power Platform teams and monitor SLA/KPI performance.

Skills

Client relationship management

Stakeholder management

Governance & accountability

D365/Power Platform knowledge

Service delivery leadership

Communication

Education

Bachelor’s degree with ERP experience

High School Diploma with ERP experience

Tools

Dynamics 365 CE/F&O/BC

Power Platform

Azure DevOps

Office Suite

ServiceNow (ITSM)

Job description

BDO USA is seeking a Client Relationship Manager (CRM) to be the primary liaison for a portfolio of managed services clients utilizing Microsoft Dynamics 365 CE/F&O/BC and Power Platform. The role focuses on relationship governance, customer experience, and successful delivery across delivery teams to meet SLAs and KPI targets.

The CRM will lead business reviews, translate client needs into actionable work items, and collaborate with cross-functional teams to drive continuous improvement and