GN - SONG - Service - Microsoft CRM - Manager

The Global Network SONG Practice | Platforms – Microsoft Dynamics 365 CRM

Join our team of GN SONG consultants who solve customer facing challenges at clients spanning service, marketing and sales to accelerate business change.

Practice: GN SONG Platforms – MS Dynamics CRM (Customer Service) I Areas of Work: Microsoft Business Analyst/Functional Consultant – MS D365 Customer Service & Marketing, Service module | Level: Manager| Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad| Years of Exp: 10-13 Years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Global Network SONG practice.

The SONG practice is aligned to the Global Network Practice of Accenture and works with clients across their service, marketing and sales functions. As part of the team, you will work on transformation services driven by key offerings like Advanced Customer Engagement, Marketing Transformation and Commerce & Sales. These services help our clients become living businesses by optimizing their customer service, marketing and sales strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following: -
 

• Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing & Sales modules)
• Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
• Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
• Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
• Process Optimization: Analyze and redesign business processes to maximize efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
• Deploy understanding of detailed MS Dynamics CRM configuration: Use customization and MS Dynamics 365 CRM architecture & landscape
• Use prior experience with MS Dynamics 365 CRM configuration: Apply thorough knowledge & hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
• Work with the client and implementation team: to conduct design sessions, requirement gathering sessions, drive backlog grooming sessions, create user stories and acceptance criteria, give regular working demos to all stakeholders during sprint reviews, functional testing, solution design and implementation activities.
• Be a member and/or lead the project delivery workstream across phases.
• Extensive Microsoft D365 Customer Service, Marketing & Sales Implementation experience and developing enhancements: Across life cycle with multiple geographies and work as a CRM solution consultant.
• Provide best practices direction and implement approach based on MS Dynamics 365 CRM standards.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Develop knowledge of prevailing trends, financials, and operating drivers across multiple industry segments.

• Participate in pre-sales activities including response to RFPs, creating ‘Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
• Participate in practice-specific initiatives including creating ‘Point of View’, creating reusable assets on industry wise Sales Life cycle, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Participate in growing the MS Dynamics practice

Bring your best skills forward to excel at the role:

• Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.
• Enable MS Dynamics 365 CRM solution: Apply this to facilitate solution build on MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc.).
• Apply key business Analysis skills: Focus on process analysis and designing/redesigning Customer Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas.
• Hands-on with MS Dynamics 365 Customer Service, Marketing, Sales – Power Platform knowledge Good to Have.
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, marketing and campaigning processes, operations and functional needs.
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
• Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e.g., Agile, Waterfall).

• Ability to articulate the business value of recommendations/plans/strategies.
• Excellent analytical and problem-solving skills.
• Strong understanding of business processes, workflows, and systems.
• Thorough understanding of MS Dynamics CRM Framework and integration with internal and external components. Technical implementation experience – not mandatory but good to have.
• Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and MS Dynamics 365 CRM Framework and integration
• Deep dive with MS Dynamics 365 CRM certification: Certification in one or more these focused solution areas- Service/Marketing/Sales Functional Consultant.

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