Program Manager
4 weeks ago
- Deep understanding and demonstrated hands-on experience of implementation, troubleshooting and supporting one or more of the Dynamics 365 products (Sales/Core Service/Field Service / Marketing) is a must – Dynamics Customer Engagement (CRM).- Passion for customers and focus on delivering the right customer experience.- Understanding of cloud computing technologies is highly desired - Azure Core Platform; Data Platform: SQL, Azure DB ; Application development experience; Power BI, PowerApps- Ability to learn new technology in a fast-paced environment- Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.- 7+ years in a Technical position with exposure to customer side troubleshooting- Passion for customers and focus on delivering the right customer support experience
Preferred/Additional Qualifications
- Experience implementing (functional or technical) and supporting Dynamics 365 or competitive solutions.- Technical proficiency in adjacent technologies including one or more of the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, SSRS, AAD, etc. (certifications a plus).- Demonstrated skills and abilities to consistently create an engaging experience for our customers and Partners.- Program or Engineering management experience implementing cloud technologies.- Travel: Occasional travel is expected in this role.
Responsibilities
- Directly manage the long-term support relationship with appointed Dynamics 365 Customer Engagement customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team.- Take your deep technical and Dynamics 365 Customer Engagement product expertise and combine it with your understanding of our customers’ needs to solve their complex business challenges.- Work with engineering teams to not only reactively support but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encouraged by the team around you to go above and beyond to delight the customer.- Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them.- Work on critical, highly complex customer scenarios that span across multiple services- Be able to quickly identify customer issues and conduct in-depth diagnostics- Contribute in forums and develop self-help documentation and quick "How To" videos- Participate in recruiting and ramping up a global support team for our top customers- Coach/mentor new hires.- Act as a technical escalation point within the team- Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.- Work with leadership on process improvement and strategic initiatives.- Acts as a Designated Responsible Individual (DRI) as part of on-call rotation and work along with other engineers by developing and following the playbook, working on call to monitor system/product/service for degradation, downtime, or interruptions, alerting stakeholders about status and initiates actions to restore system/product/service for simple and complex problems when appropriate.
Key business metrics:
- Drive customer success and adoption- Reduce time and cost to onboard- Provide high quality data to help drive service improvement:
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