Project Manager - CRM (8-12 yrs)

Job Summary:

We are looking for a seasoned Project Manager with over 8 years of experience in leading and managing Microsoft Dynamics 365 CRM projects. This individual will be responsible for overseeing all phases of CRM project implementation, ensuring successful delivery that meets both business and technical requirements. The ideal candidate will have proven expertise in managing large-scale D365 CRM implementations, working with cross-functional teams, and liaising with clients to deliver high-quality solutions that align with business goals.

Key Responsibilities:

End-to-End Project Management :

- Take full responsibility for the planning, execution, and delivery of Dynamics 365 CRM projects.

- Manage all project phases including initiation, requirements gathering, planning, design, configuration, testing, deployment, and post-go-live support.

- Ensure projects are completed on time, within scope, and within budget.

Stakeholder Engagement :

- Build and maintain strong relationships with stakeholders, including business leaders, technical teams, clients, and third-party vendors.

- Act as the primary point of contact for project updates and manage client expectations throughout the project lifecycle.

- Regularly communicate project progress, risks, and issues, ensuring alignment with stakeholder goals.

Team Leadership & Collaboration :

- Lead a cross-functional project team, which may include technical consultants, business analysts, developers, and functional experts.

- Motivate and guide team members, ensuring efficient collaboration and driving high-quality project deliverables.

- Foster a positive and collaborative environment that promotes shared success.

Scope and Risk Management:

Define and manage the scope of the project, ensuring that all deliverables are completed within the agreed-upon boundaries. Proactively identify risks and issues, and implement mitigation strategies to minimize project delays or resource constraints. Keep a close watch on project milestones and adjust plans when necessary to stay on track.

Quality Assurance & Testing :

- Ensure the solution meets the agreed-upon business and technical requirements.

- Oversee User Acceptance Testing (UAT) and other quality control activities to verify the accuracy, functionality, and effectiveness of the CRM solution.

- Ensure that the solution delivers real business value and end-user satisfaction.

Budget & Resource Management :

- Monitor and control the project budget, ensuring financial resources are efficiently allocated.

- Track project costs and ensure that resources are utilized effectively to meet project goals.

- Be prepared to manage multiple competing priorities and adjust resources as needed.

Change Management & Training :

- Lead change management initiatives to ensure that clients adopt the new CRM solution smoothly.

- Work with clients to develop training materials and ensure that end-users are well-equipped to use Dynamics 365 CRM.

- Facilitate training sessions and ensure that employees understand how to leverage the new system to improve business processes.

Reporting & Documentation :

- Maintain comprehensive project documentation, including detailed project plans, status reports, and issue logs.

- Regularly update key stakeholders on project status, and ensure accurate and transparent reporting.

- Ensure all project documentation complies with organizational standards and best practices.

Post-Go-Live Support :

- Oversee the transition from project deployment to the post-go-live support phase.

- Ensure that the system is functioning as expected and that any issues are addressed quickly.

- Manage any post-deployment changes and enhancements, working closely with both the client and internal teams to fine-tune the system as needed.

Required Skills & Qualifications :

Experience :

- A minimum of 8 years of project management experience, with at least 5 years of direct experience managing Microsoft Dynamics 365 CRM projects, including implementations, customizations, and upgrades.

Project Management Expertise :

- Proven experience in managing complex CRM projects, overseeing all aspects from conception to delivery. Ability to handle multiple projects simultaneously while managing competing priorities.

Certifications :

- Microsoft Certified: Dynamics 365 Fundamentals (or similar)

- Project Management Professional (PMP) or equivalent certification (e.g., PRINCE2)

- Certified ScrumMaster (CSM) or Agile Certified Practitioner (PMI-ACP) is an advantage.

Methodologies :

- Solid experience working with both agile and waterfall methodologies, with a flexible approach to adapt to project needs.

- Experience in managing projects using Azure DevOps, JIRA, or similar tools is a plus.

Technical Skills :

- In-depth knowledge of Dynamics 365 CRM modules, including Sales, Customer Service, Field Service, Marketing, and Customer Insights.

- Experience with Power Platform (PowerApps, Power Automate, Power BI) is highly desirable.

- Familiarity with integration approaches and third-party system integrations with D365 is a strong advantage.

Communication & Leadership Skills :

- Strong interpersonal and communication skills with the ability to manage relationships at all levels, both internally and externally.

- Excellent presentation and negotiation skills with the ability to communicate complex technical concepts to non-technical stakeholders.

Problem-Solving & Analytical Thinking :

- Exceptional ability to troubleshoot issues and find effective solutions.

- Strong decision-making and analytical skills to drive projects forward and mitigate challenges.

Client-Focused Approach :

- Demonstrated ability to understand customer needs, translate those needs into actionable project deliverables, and build long-term relationships through successful project delivery.

Desirable Skills :

- Experience with Power BI for reporting and data visualization, as well as integrating Dynamics 365 with external data sources.

- Knowledge of cloud architectures and deployment models (on-premise, cloud, hybrid) is a plus.

- Experience in data migration and system integrations using D365 CRM and other enterprise solutions.

Benefits :

- Competitive salary and comprehensive benefits package.

- Opportunities for career growth and skill development.

- Work in a collaborative and supportive environment with a focus on continuous learning.

- Exposure to innovative technologies and a chance to lead cutting-edge CRM solutions.