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Role Overview:
As a CRM Functional Manager, you are responsible for identifying, developing, and deploying end-user solutions in the Microsoft Dynamics Customer Relationship Management (CRM) system. Through deep functional knowledge and familiarity with the application, you ensure business requirements are adequately met and provide a variety of leadership and advisory services around project management, business process development, implementation support, and end-user training as required. Additionally, you will lead project planning, implementation, and requirements gathering efforts across CRM projects to work through complex problems.

Key Role Responsibilities:
Day-to-day you will:

• Work with delivery teams and client stakeholders to translate business requirements into CRM business solutions
• Liaise between business leadership, end users, and IT staff to identify, design, and configure business solutions
• Identify key stakeholders for requirements gathering; elicit and document requirements and validate against scope
• Own requirements management, including approval, communication, traceability, and re-use
• Lead transfer of functional requirements to development and test team members
• Leverage CRM workflow technology to automate business processes
• Determine, in collaboration with business and IT stakeholders, patches and upgrades needed to the CRM system in order to meet evolving business requirements
• Stay abreast on updates and new releases in CRM technologies
• Educate end users on CRM functionality, as needed

Key Role Skill & Capability Requirements:
You are excited about working with a global technology leader to solve business-critical problems for some of the top companies in the world. You are a great leader, self-starter, and creative thinker. You are passionate about software and its potential to move organizations forward through innovation.

Technical Requirements:

• Extensive knowledge of Microsoft Dynamics CRM and business solution implementations
• Demonstrable experience in Business Process Reengineering (BRP)
• Knowledge of CRM issue diagnosing and troubleshooting
• Experience in the Customer Service module will be highly regarded

Non-Technical Requirements:

• Experience consulting with external clients on complex projects, including in leadership roles
• Experience working with global teams on CRM technology implementation and maintenance projects
• Experience working with offshore teams to facilitate project work
• Proven experience supporting clients within the government sector will be highly regarded
• Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form

Preferred Education Background:
You likely possess a Bachelor\'s degree in a relevant field from an accredited college or university (Computer Science, Business Administration, Finance, or Information Technology preferred).

Preferred Years of Work Experience:
You likely have a minimum of 5+ years of relevant experience in business systems analysis, design, or management.

Preferred Years of Management Experience:
3+ years managing complex teams of business and technical resources

Scope of Work:
Nature of Work:
Creates and implements work plans for assigned projects, programs, and/or clients against established operational objectives; supports translation of group strategy into objectives and work plans.

Scope of Work:
Provides operational leadership for work efforts requiring significant coordination.

Complexity:
Complex problems that consistently span work domains, requiring considerable judgment of contextual factors.

Discretion:
Wide latitude in approach to work, including ability to reshape work plans, guided by professional best practices and domain expertise.

Organizational Impact:
Work efforts have significant impact on near- and medium-term Avanade and/or client operations. If client-facing, should contribute to client-relationship and sales outcomes.

Supervision Received:
Works independently, with occasional validation of work efforts against strategic and operational objectives. Significant latitude in judgment & approach.

Supervision Provided:
Mentors and manages work efforts of more junior colleagues and team members as required by various workstreams; may formally supervise work of project teams. If managing team(s) of more junior employees full-time, then refer to the People & Business Leadership leveling criteria. Often serves as Career Advisor

Knowledge Applied:
Applies advanced knowledge of learned occupation / discipline and strong business operational acumen.

About Avanade

Avanade is the leading provider of innovative digital and cloud services, business solutions and design-led experiences delivered through the power of people and the Microsoft ecosystem. Our professionals bring bold, fresh thinking combined with technology, business and industry expertise to help fuel transformation and growth for our clients and their customers. Avanade has 30,000 digitally connected people across 24 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.

What we offer you

Come for the distinctive experiences you have helping forward-thinking corporations, non-profits, and governments push the boundaries of digital innovation. Stay for the limitless learning opportunities that encourage you to master Microsoft and pursue big ideas. Enjoy ambitious growth for yourself as part of Avanade\'s people-first culture with benefits like employee share purchasing, flexible work arrangements, a commitment to diversity and inclusion, and competitive pay.