CRM Technical Consultant
Title: CRM Technical Consultant
Reports To: VP of Customer Success (Alex Tuck)
Executive Summary
The CRM Technical Consultant team member is focused on delivering the best solution and services to our customers to help them maximize the value and benefit of their Dynamics CRM environments. Working in the Customer Success Department, you will work with the team to develop solutions in CRM to supplement the existing capabilities by creating supplementary software to meet the needs and challenges of our customers. You will also work to integrate other software tools created by the Alima Software Development team or leveraged from third parties.
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 |
| Develop supplementary CRM software solutions to meet requirements | Achievement of 90% of all deadlines set and measured by the VP of Customer Success as outlined in project plans |
| Achieve the satisfaction of CRM Functional Consultants who will implement and support developed solutions |
Essential Duties and Responsibilities
In the day and the life of the CRM Technical Consultant, you are expected to perform the following duties:
- Work with CRM Functional Consultants and/or customers to understand the issues and challenges not addressed by CRM native capabilities
- Investigate root causes to issues identified to uncover application issues, enhancement opportunities, or need for user training/guiding
- Develop supplementary software solutions to address such issues, enhancement opportunities, and challenges
- Document developed solutions to ensure understanding by CRM Functional Consultants and end users
- Integrate external applications and data sources to facilitate the flow of data to and from the CRM environment
- Collaborate with team members to work on complex issues
- Work with CRM Functional Consultants to implement developed solutions
- Work with CRM Functional Consultants to deploy and utilize Alima’s CRM companion software developed by the Alima software engineering team
- Investigate and diagnose any issues discovered by end users of our products
- Manage and maintain all data integration points to and from other data sources
- Constantly work to maintain and optimize developed solutions
- Ensure ongoing compatibility with developed solutions align with changes in Dynamics 365 platform
- 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 Optimization & Operations Team
- CRM Developers
- The CRM Technical 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 relationship 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 Technical Consultants will, together with the Functional Consultants, 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:
- Implementation, support, configuration, and customization of Microsoft Dynamics 365 CRM (Customer Engagement)
- Development of front-end solutions using JavaScript or TypeScript and .NET
- Developing solutions consuming REST APIs
- Developing solutions with PowerAutomate or other workflow automation tools
- Direct support of sales organizations and sales personnel (i.e. end users)
- Deep understanding of Dynamics 365 functionality, data structures, and user interfaces
- Understanding of relational databases and SQL
- Working with US-based customers
- Certified with one of the following:
- Microsoft Certified: Power Platform Developer Associate
- Microsoft Certified: Power Apps + Dynamics 365 Developer Associate
- Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert
The following skills and experience are preferred:
- Implementation, support, configuration, and customization of Microsoft Dynamics 365 CRM (Customer Service)
- Implementation, support, configuration, and customization of Microsoft Dynamics 365 CRM (Marketing)
- Experience creating analytical reports with PowerBI
- Certified with any of the following:
- Microsoft Certified: Azure Developer Associate
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: DevOps Engineer Expert
- MCSE: Business Applications
- Microsoft Certified: Dynamics 365 for Sales Functional Consultant Associate
- 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
To inquire about this position, simply send an email to [email protected].
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