CRM Functional Consultant
Title: CRM Functional Consultant
Reports To: VP of Customer Success (Alex Tuck)
Executive Summary
The CRM Functional Consultant team member is focused on translating the customer’s business needs and requirements into technical solutions to be implemented in the CRM environment or further developed by the CRM Technical Consultants. Working in the Customer Success Department, you will work with the team to deliver solutions in CRM through both the configuration of CRM, development of CRM customizations, and/or integration of additional software tools created by the Alima Software Development team or leveraged from third parties. Alima’s CRM Functional Consultants shall also drive adoption, working closely with customers to ensure their satisfaction in the use and operation of their CRM environment. This will be achieved by supporting the customers’ activities, providing guidance and instruction to better understand CRM, and constantly finding ways to improve the user experience.
Key Metrics and Objectives
At Alima, we manage by objectives thereby allowing team members to work flexibly in a way that is optimum for them. In this role, the following high-level objectives are expected to be achieved personally and in concert with the team.
| Ongoing Objectives | Expected Results |
|---|---|
| Delight the customers earning their endorsement | Achieve 85% or above NPS on all service engagements |
| Obtain feedback from a minimum of 1 for every 5 engagements usable in marketing material | |
| Earn and maintain credibility with Microsoft | Maintain industry certifications as directed by the VP of Customer Success |
| Meet delivery deadlines as set by the VP of Customer Success | Achievement of 90% of all deadlines set and measured by the VP of Customer Success as outlined in project plans |
Essential Duties and Responsibilities
In the day and the life of the CRM Functional Consultant, you are expected to perform the following duties:
- Work with customers to understand the goals and challenges in using the CRM application
- Drive adoption among customers’ CRM owners by understanding their unique use cases and business processes, then delivering tailored solutions and training.
- Investigate root causes to issues identified to uncover application issues, enhancement opportunities, or need for user training/guiding
- Develop solutions in CRM to address such issues, enhancement opportunities, and challenges
- Make appropriate changes to CRM configuration and customization to address the needs
- Document findings and solutions to ensure user’s understanding
- Create and customize reports according to requirements to provide customers with intelligent data
- Work on project teams to develop business requirements and deliver solutions to meet the needs of the customer through configuration and customization of Dynamics CRM
- Collaborate with team members to work on complex issues
- Document requirements for CRM Technical Consultants/Developers that shall develop supplementary solutions as needed
- Implement technical solutions developed by CRM Technical Consultants/Developers
- Deploy and utilize Alima’s CRM companion software developed by the Alima software engineering team
- Support Alima’s CRM companion software to assist end users to utilize them
- Investigate and diagnose any issues discovered by end users of our products
- Document findings in deployment and support of Alima’s CRM companion software products to assist software engineers to understand impact of our products
- Manage and maintain all customer records (cases, reports, etc.) to ensure accurate tracking of activities for customers and projects
- Regularly monitor and report on status of customer sentiment, their level of satisfaction, and the health of all systems we are managing for the customer
- Interact with each customer at the appropriate levels to maintain full awareness of the customer’s sentiment
Characteristics
Culture is very important to us at Alima. Not only are we measured by the output of our work efforts, we also care about the means we accomplish our work. This requires not only the general characteristics we share in our Vision and Values video, but also unique characteristics in your role. Such characteristics are the following:
- Take initiative in addressing the needs of customers
- Prioritize the satisfaction of the customers through world-class customer service
- Challenge yourself and other service team members to “go the extra mile”
- Champion the innovative ways to use our tools to communicate, collaborate, and perform our work
- Build camaraderie in the services team to develop mutual trust and appreciation for each other
- Mentor and train employees to develop their professional skills
- Maximize productivity and success of team members by contributing to a positive working subculture where people feel important and appreciated
- Build camaraderie with the R&D team members
Being part of the team…
As member of the team, you shall work with various team members and groups. Below outlines those working relationships:
- You shall report to the VP of Customer Success who will care for your development and well-being. He/She shall challenge you with objectives to reach while also providing you with the resources you need to succeed.
- You shall be responsible to work collaboratively with the following team members:
- Other CRM Consultants (Technical and Functional)
- CRM Developers
- The CRM Functional Consultant will serve with a team of CRM field service consultants (US onshore) and CRM Consultants (primarily offshore).
- You will also work alongside other groups as part of a symbiotic relationships recognizing that each team member brings benefit to others. In particular, the following people/teams shall work alongside you:
- Software R&D – They shall develop software to enhance the capabilities of the services team. They shall also develop our go-to-market products which shall be field-tested in our service engagements
- Sales – The CRM Functional Consultants will be the first point of contact for customers. However, all business opportunities will be managed by the sales team. You shall ensure that Sales is made aware of any opportunities discovered in the engagement regularly reminding services team members to find such opportunities.
Skills and Experience
The following skills and experience are required:
- Experience with the Sales and Customer Service aspects (apps) of the Dynamics 365 Customer Engagement platform
- Experience with implementation, support, configuration, and customization of Microsoft Dynamics 365 CRM (Customer Engagement)
- Experience providing direct support of sales organizations and sales personnel (i.e. end users)
- Deep understanding of Dynamics 365 functionality, data structures, and user interfaces
- Familiarity with data structures and relationships
- Expertise in reporting with PowerBI (or other reporting products such as Tableau)
- Expertise developing flows in Power Automate
- Experience working with US-based customers
- Certified as a Microsoft Certified: Dynamics 365 for Sales Functional Consultant Associate (Must associate certifications with Alima – exception requests will be considered)
The following skills and experience are preferred:
- Implementation, support, configuration, and customization of Microsoft Dynamics 365 Marketing
- Software development experience
- Certified with any of the following:
- MCSE: Business Applications
- Microsoft Certified: Dynamics 365 for Marketing Functional Consultant Associate
- Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate
- Microsoft Certified: Dynamics 365 for Field Service Functional Consultant Associate
- Microsoft Certified: Power Apps + Dynamics 365 Developer Associate
- Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert
- Microsoft Certified: Power Platform Developer Associate
To inquire about this position, simply send an email to [email protected].
Job Features
| Job Category | Jobs |