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CRM Support Manager

Our client, a leading Microsoft partner is looking to welcome a CRM Support Manager to their team. The role is ideal for someone who is passionate about providing stellar customer service, adept at leading a team and is knowledgeable within CRM.

The main purpose of the role is to mentor and lead the team of CRM Support consultants, resolve issues in a timely manner, to deliver bits of CRM customization within budget and timescales and help develop the support processes, systems and functions, among other things.

Your main responsibilities:

  • Leading a team of CRM Support Consultants
  • Presenting solutions to clients/assisting with implementation of solutions
  • Taking full ownership of assigned cases
  • Customising/configuring CRM
  • Gathering requirements via phone for small change requests
  • Delivering remote user training
  • Managing customer expectations
  • Monitoring the portal for new cases
  • Identifying new business opportunities
  • Making support processes as efficient as possible
  • Logging time against cases

Required Skills:

  • Experience leading a team
  • Knowledge of Microsoft Dynamics CRM (including standard functionality, sales, marketing, customer service modules)
  • Able to understand problems, come up with solutions and implement changes
  • Able to build relationships with suppliers, partners, customers and prospective customers
  • Able to work part of a team
  • Able to recognize if a problem needs to be escalated
  • Knowledge of CRM usage (Browsers, Tablet, Outlook, Mobile Applications)
  • Knowledge of configuring Outlook CRM plugin
  • Knowledge of related technologies (SharePoint, Office365, PowerBI, SQL, Yammer)

If you’re interested in this role, then apply now and a consultant will be in touch shortly to discuss the role in further detail.

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