Director of CRM Solution Development- Northeast location

About Avanade:

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 27,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.

Microsoft has heightened the importance and expectation for CRM solutions. As Microsoft's leading Dynamics CRM solution provider, Avanade combines extensive implementation expertise, leading practices, and user experience design with the strength, stability and power of Microsoft Dynamics CRM software enabling companies to maximize the business value of their CRM Solution. Across the globe and in multiple industries, Avanade helps enterprises create superior customer experiences, deepen customer relationships and maximize business agility.

Role Overview:

As a CRM Solution Development Director, you will be responsible for overseeing the design and delivery of CRM solutions to clients, often across workstreams. Additionally, you will be responsible for translating high-level strategy into more localized strategy and operational objectives for your team(s).

Key Role Responsibilities:

Day-to-day you will:

Oversee your team(s') work across all phases of Avanade projects (e.g. Plan, Analyze, Design, Build and Test)

Direct efforts to defining technical, operational, and user requirements

Review and improve conceptual architecture and technical solutions designs

Oversee partnership and coordination between customers, IT staff, and business partners to ensure high quality and timely resolution of customer issues

Hold your team(s) accountable to project quality standards through KPI identification and testing plan

Own partnership with cross-functional technology and design teams to ensure consistent, beneficial client interaction and solution delivery

Ensure off-shore resources are utilized and leveraged appropriately

Take an active role in sales activities and planning as required

Lead continuous improvement efforts to proactively identify potential challenges to customer success and business productivity

Key Role Skill & Capability Requirements:

To succeed in this role, you are likely a seasoned CRM management professional with a great track record. You are able to understand large, complex CRM solutions and the business benefits they deliver.

Technical Requirements

Understanding of common industry standard business practices supported by CRM

Extensive Development experience with Dynamics CRM

Experience working in a Software as a Service (SaaS) environment, Microsoft SQL, HTML, Microsoft ASP, Microsoft .Net, and etc.

Basic understanding of relational database concepts desired

Non-Technical Requirements

Excellent client management skills and the ability to work with customers to develop and manage an action plan

Experience consulting with external clients on complex projects, including in leadership roles

Experience working with global teams on CRM technology implementation and maintenance projects

Extensive experience in a management or leadership role.

Experience working with offshore teams to facilitate project work

Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form

Self-starter and able to work independently with minimal supervision

Your business skillset likely includes:

  • Excellent client management skills
  • Experience leading large complex technology projects
  • Experience managing global CRM teams and working with offshore teams
  • Excellence in communicating and presenting complex information to technical and nontechnical stakeholders
  • Self-starter and able to work independently with minimal supervision.

Preferred Education Background: You are also likely to have a Bachelor's degree in a relevant field, such as Information Technology, Business Technology, or Engineering (Master's degree preferred).

Preferred Years of Work Experience: You are likely to have 10 years of relevant experience, including CRM.

Qualifications

Nature of Work: Directs collective work efforts to accomplish strategic goals for given portfolio of projects, programs, and/or clients.

Scope of Work: Translates high-level strategy into more localized strategy and operational objectives.

Complexity: Highly complex problems, often requiring analysis of near-intangible factors, creative solutioning and significant networking to succeed.

Discretion: Authority to establish standards and shift overall direction of projects and programs in response to functional strategy

Organizational Impact: Work efforts are typically strategic in nature, and may have a lasting, long-term impact on Avanade and/or client operations and strategic direction. If client-facing, should drive client-relationship and sales outcomes.

Supervision Received: Operates with extreme latitude in determining focus and approach to work objectives.

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 expert knowledge of a learned occupation / discipline and demonstrable, broad knowledge of business operations and organizational strategy.

Accountabilities & Metrics: - Chargeability target

Avanade® is an equal opportunity employer. Avanade prohibits discrimination and harassment against any employee or applicant for employment because of race, color, age, religion, sex, national origin, sexual identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status.

Requisition ID - 45891

Avanade is the leading provider of innovative digital and cloud-enabling services, business solutions and design-led experiences, delivered through the power of people and the Microsoft ecosystem. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation and has 30,000 professionals in 24 countries. Visit us at www.avanade.com.


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