CRM Administrator- D365 CE

Responsibilities

• CRM Maintenance & Support

• Manage day-to-day system operations and ensure data integrity.

• Enforce CRM entry processes to maintain high-quality, reliable data.

• Provide first-line user support and troubleshooting, escalating complex issues to internal experts or third-party support teams as needed. It is not responsible for security, user roles, or access controls.

• Provide timely communication regarding system updates and/or outages to users complete with summarizing what the issue was, or what changes or enhancements were made.

• Reporting & Data Management

• Ensure teams have access to necessary reports by coordinating requests and tracking progress.

• Partner with internal teams to project manage reporting needs but is not will not be responsible for creating reports or performing data analysis.

• Training & User Adoption

• Train new employees on D365 CE usage, best practices, dashboards, and company-specific processes.

• Develop user-friendly documentation and guides as needed.

• Customization & Process Improvements

• Assist in evaluating and implementing CRM enhancements while keeping customization minimal.

• Support integrations between D365 CE and D365 F&O as well as a custom reporting tool.

• Document business processes and procedures.

Requirements

Qualifications & Skills

Experience:

• Bachelor s degree or equivalent combination of education and work experience.

• Minimum of 3 years of experience as a CRM Administrator, Sales Operations Analyst, or similar role working with Microsoft Dynamics 365 CE ( Sales & Customer Service modules).

• Experience with CRM maintenance, user support, and process enforcement.

• Familiarity with CRM integrations, particularly with D365 F&O.

Technical Skills:

• Strong understanding of data management best practices withing a CRM.

• Basic familiarity with CRM reporting tools (though this role does not create reports).

• Ability to evaluate and implement CRM Pprocess improvement with minimal customization.

Soft Skills:

• Excellent communications skills ability to train users, explain technical concepts, and enforce best practices.

• Strong attention to detail to maintain high data quality.

• Ability to work independently while collaborating with the Sales Operations and Customer Support teams.

• Familiarity with Power Automate and other Power Platform tools preferred.

• Basic knowledge of Microsoft Power BI and reporting tools preferred.

• Previous experience in Sales Operations or Customer Service Environments preferred.

• Professional written, verbal and interpersonal communication skills that produce desired results.

• Ability to effectively present information and respond to questions from internal customers which includes coworkers, managers, customers and regulatory agencies.

• Capable of reading and interpreting information, such as reports, general correspondence and policy guidelines, with the ability to share with others as needed.

• Ability to use a computer and standard business and other work-related software with minimal instruction.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions and decimals.

• Excellent active listening, decision-making, team building and customer service abilities.

• Excellent time and organizational abilities with the ability to seek assistance in a professional manner.

• Ability to manage multiple and varied projects simultaneously with minimal supervision while maintaining attention to detail.

• Demonstrated ability to learn and apply newly acquired feedback, skills, and knowledge.

• Ability to maintain confidentiality and comply with professional ethics and standards.

• Ability to learn and apply new competencies and information as to enhance individual job performance and make recommendations to the department.

• Strong sense of urgency, accuracy, and follow-through.

• Proficient in Dynamics 365 CE, Microsoft Office applications including PowerPoint, Excel, Word, Teams, etc.

• Flexible, organized, personable; professional attire required.

• Work diplomatically and effectively across cross-functional teams.

• Attendance is an essential function of this position; minimum onsite three days per week.

• Performing all other duties as assigned.