Senior CRM Consultant

Senior CRM Consultant – Dynamics365

Birmingham – Hybrid (3-4 Days a month)

We are engaged with a midlands based Microsoft Consultancy, looking to add a genuine Senior Consultant to the ranks. They are a genuine market leader in their industry specific market, and have clients queuing to engage. As a result, the CRM function is looking for their next Senior Consultant to help shape that journey.

As CRM consultant you will lead on the development of the Company’s CRM product stream, providing governance over the operational delivery of CRM projects and mapping out future CRM business. You will provide expert input into the Company’s development strategy and make suggestions in relation to effective pre sales activity’s, working closely with the marketing and sales team to support them in the delivery of their objectives. You will ensure that customer satisfaction is maximised by regularly attending prospect and client meetings, providing product demonstrations, prospect engagement, training and liaising closely with the development and sales teams to ensure an effective and smooth customer journey.

You will hold line management responsibility and will liaise with HR to ensure that relevant coaching and development plans are put in place for each member of the team. You will act as an effective point of escalation for the CRM team along with ensuring the quality of CRM project delivery, in line with client objectives.

As CRM consultant, you will provide feedback and suggestions in order to assist with improving Company best practice and customer experience along with providing input in the Company’s strategic development plans.

Key Tasks

• Effectively support the sales team in completing pre-sales activities
• Liaise with HR to effectively line manage CRM product specialists, completing coaching, setting appropriate deadlines and objectives, one to ones and appraisals as required
• Effectively manage capacity for CRM project delivery and where appropriate engage in recruitment activities.
• Act as a point of escalation to manage more complex consultancy enquiries.
• Work effectively to meet utilisation targets which may change from time to time in line with business need
• Work effectively with project managers to ensure effective delivery of CRM projects
• Define and draft the methodology and documentation for all IP modules in line with agreed roadmap
• Work strategically to identify and draft a service maturity model for CRM product offering
• Effectively contribute to CRM business sales strategy and collateral in order to support the sales team with the delivery of targets
• Liaise closely with sales and marketing to generate effective content in order to ensure maximum customer engagement.
• Produce and maintain product sales performance reports for sales director monthly, and wider business as and when required in line with business need
• Facilitate the delivery of training resources for standard application as well as IP modules for both internal and external consumption
• Ensure CRM project tasks are undertaken such as GAP analysis, effective product handovers and signing off project milestones, verifying that configuration is appropriate based on client requirements and expectations
• Work to self-set deadlines in line with SLAs and effectively manage customer expectations
• Identify service and product delivery improvements and make recommendations to further improve the performance of the department
• Attend security committee once a month and make recommendations in order to improve business continuity
• Liaise with development team in order to discuss customer requirements and develop product in line with methodology and define standard D365 configuration parameters
• Attend client sites UK wide as required in line with business need in order to complete presales and training key users

Person Specification

• Proven experience of working in an MS Partner environment or as a Dynamics 365 Key User
• Extensive knowledge of Microsoft Dynamics 365
• Evidenced Dynamics 365 Functional Consultancy Qualifications
• Experience in sales management
• General knowledge of CRM systems, Power Platform Knowledge and Sales Management
• Excellent problem solving ability
• Excellent verbal and written communication skills
• Solution based and customer focused with excellent adaptability
• Excellent teamworking skills
• Target driven with excellent time management skills
• Proven Stakeholder Management skills