Dynamics 365 CRM Platform Lead — Strategy & Delivery

Toppan Merrill LLC; Cary (NC); On-site; USD 115,000 - 160,000; Full time

Benefits offered by this job

Enhanced Medical, Dental, Vision and..

Employer Contribution to 401K

Paid time off including vacation, sick

Paid parental leave

Paid community involvement/volunteer

Wellness Resources and EAP

Job summary

Toppan Merrill LLC is seeking a Platform Manager - Microsoft Dynamics 365 to lead the strategic direction, roadmap, and optimization of the Dynamics 365 platform. You will be the primary liaison between business stakeholders and tech teams, translating business needs into scalable solutions that improve processes and user experience.

The role requires 5+ years of Dynamics 365 experience, strong leadership, and deep knowledge of Power Platform tools.

Qualifications

• Bachelor's degree in Business, IT, CS, or related field, or equivalent combination of education and relevant professional experience.
• 5+ years of experience implementing and supporting Microsoft Dynamics 365 CRM solutions in a service organization.
• Demonstrated functional leadership experience working with Microsoft Dynamics 365 in a complex business or enterprise environment.
• Experience with Power Platform tools (Power Apps, Power Automate, Power BI).
• Strong understanding of Dataverse and API integrations.
• Experience developing and managing platform roadmaps, backlogs, user stories, acceptance criteria, and business requirements.
• Strong understanding of business process analysis, process improvement, system configuration, data management, integrations, workflows, and reporting.
• Demonstrated ability to lead cross-functional initiatives, manage competing priorities, and influence outcomes without direct authority.
• Excellent written and verbal communication skills.

Responsibilities

• Own and maintain the Microsoft Dynamics 365 CRM product vision, roadmap, and backlog, ensuring priorities align with business objectives and organizational strategy.
• Partner with business leaders, end users, IT, and other stakeholders to understand business processes, identify needs, and define opportunities for platform enhancements.
• Translate business requirements into clearly defined epics, features, user stories, acceptance criteria, and functional requirements for development and configuration teams.
• Prioritize product features, enhancements, defects, and technical improvements based on business value, user impact, risk, dependencies, and available resources.
• Serve as the primary functional decision-maker for the Dynamics 365 platform, providing direction and clarification to developers, administrators, analysts, architects, and implementation partners.
• Lead and participate in product discovery, backlog refinement, sprint planning, solution demonstrations, user acceptance testing, release planning, and post-implementation reviews.
• Evaluate existing processes and system functionality to identify opportunities for automation, standardization, simplification, and improved user experience.
• Partner with technical teams to support effective platform configuration, integrations, workflows, data management, reporting, security roles, and related Dynamics 365 capabilities.
• Establish and monitor product performance measures, adoption, user feedback, and business outcomes to evaluate solution effectiveness and identify opportunities for continuous improvement.
• Manage stakeholder expectations and communicate product priorities, roadmaps, release plans, system changes, dependencies, risks, and implementation impacts.
• Partner with business leaders, training resources, and subject matter experts to support change management, documentation, communications, training, and user adoption.
• Maintain knowledge of Microsoft Dynamics 365 and Microsoft Power Platform capabilities and product roadmaps, evaluating new functionality and emerging technologies for potential business value.
• Ensure solutions comply with established standards for platform governance, security, data integrity, documentation, change management, regulatory requirements, and system sustainability.
• Ability to interact with internal/external clients/customers in a professional manner.
• Miscellaneous duties as assigned.

Skills

Microsoft Dynamics 365 CRM

Power Platform

Power Apps

Power Automate

Power BI

Dataverse

API integrations

Business process analysis

Stakeholder communication

Education

Bachelor's degree in Business/IT/CS or related field

Tools

Dataverse

APIs

CRM integrations

Job description

Toppan Merrill LLC is seeking a Platform Manager - Microsoft Dynamics 365 to lead the strategic direction, roadmap, and optimization of the Dynamics 365 platform. You will be the primary liaison between business stakeholders and tech teams, translating business needs into scalable solutions that improve processes and user experience.

The role requires 5+ years of Dynamics 365 experience, strong leadership, and deep knowledge of Power Platform tools.