Senior Consultant, Client Care

hace 1 semana

Desde casa, México Mountain State Software Solutions (MS3) A tiempo completo

**JOB SUMMARY**:
This role is responsible for working closely and effectively with our clients, providing troubleshooting and analysis of CE solutions, design, implementation, deployment and advising our clients how to best meet their goals. The Senior Consultant, Client Care, also acts as a project manager for clients, meeting with them on a pre-determined cadence, triaging and prioritizing issues, resource planning, and providing clear communication.

**Responsibilities**:

- Troubleshoot and resolve client care tickets at the senior consultant level
- Review inbound cases
- Actively chase and track updates on work from customers and internally
- Ensure progression and escalate as required
- Understand requirements for enhancement requests, author Functional Design documents, collaborate with technical resources for development work and collaborate with client through to deployment
- Act as a project manager for client care customers
- Ensure all cases are updated and status communicated
- Coordinate with other internal teams to maintain broad view of overall customer efforts and initiatives
- Set up Work Breakdown Structures (WBS)
- Provide budget to actuals
- Review and approve timesheets
- Invoice clients
- Assist in project delivery work as required
- Responsible for the overall Microsoft D365 CE solution and provides governance and oversight to the solution.
- Help in leading and driving the customer requirements sessions, helping in aligning the customer business and IT teams, in addition to help shape the overall workshop prioritization.
- Facilitate and participate in analysis, design, and configuration sessions.
- Communicate any issues to project leadership
- Responsible for delivering specific dedicated internal strategic initiatives - including process design, documentation, resource planning, sales activities, and status reporting
- Achieves quarterly Client Care goals

**Minimum and/or Preferred Qualifications**:
EDUCATION:

- Bachelor’s Degree in Information Systems Management, Computer Science, or related field.

EXPERIENCE:

- 5+ years of experience with Microsoft D365 CE projects.
- Experienced in at least 1-2 full end-to-end implementation cycle of Dynamics 365.
- Excellent communication skills.
- Thorough knowledge of D365 Sales, Service.
- Proficient in doing product configuration.
- Excellent in preparing design document.
- Strong verbal and written communication skills in English.
- Effective multitasker who can work on a variety of competing tasks at the same time

SKILL REQUIREMENTS:

- Demonstrated ability to work in a constantly changing environment with limited direction.
- Ability to ‘get things done’ across the breadth of own organization.
- Familiar with Agile implementation methodology.
- Experience working with a multicultural and/or multilingual team across several time zones.

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