Customer Relationship Management Developer

A Dynamics 365 (CRM) developer will provide high-level implementation and support for the Enterprise CRM. This includes implementing new functionality, troubleshooting critical issues, managing system upgrades, and championing the “Dynamics Culture”. Mentors other CRM team members and may be cross trained to assist with other critical, Enterprise systems and applications. A Dynamics CRM Developer will have a bachelor’s degree in information systems, Marketing, Business, or an equivalent mix of education and experience.

This person must have at least five years of hands-on, CRM experience, preferably with Microsoft’s, cloud-based CRM product. D365 certification is required; Power Platform Certification is preferred. Responsible for maintaining confidential Member/prospective Member information.

Essential Duties and Responsibilities: (List in order of importance the essential functions of the job and the approximate percentage of time spent on each of the activities; describe what must be accomplished, not how it must be done; include supervision or management responsibilities, quality and quantity standards, physical, mental, and perceptual functions of the job)

Customize and configure various modules within Dynamics 365, including Sales, Customer Service, Marketing to align with business objectives.

Creates custom, enterprise and departmental dashboards to facilitate reporting and monitoring of CRM usage, activity, Enterprise and/or Organizational initiatives, marketing campaigns, etc.

Facilitate user journey mapping workshops to map out the ideal customer experience within the CRM platform.

Integrate Dynamics 365 with various data sources (internal and external) to ensure seamless data flow and a unified customer view.

Collaborate with development and deployment teams to ensure solutions are implemented according to design specifications.

Design and document scalable and secure Microsoft Dynamics 365 solutions, leveraging your deep understanding of the platform architecture and data model

Develop and document integration strategies, ensuring data integrity and security throughout the integration process

Partners with Software Quality Assurance (SQA) to create test scripts, including scripts for integrated third-party systems and data integrations. Critical stakeholder during planning and execution of periodic system upgrades released by Microsoft. Partners with Internal Communications and Change Management resources; follows standard protocols to communicate system changes, new functionality,

Assists Business Analyst with line of business process reviews and functional and technical design. May participate in testing and validating new functionality and documenting results in software tracking tools, such as Jira

Excellent analytical, communication and technical skills combined with excellent planning and organizational skills

Support of junior functional resources as needed

Any other duty as assigned by the supervisor.

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Have one or more Dynamics 365 Certification(s):

Dynamics 365 Fundamentals and/or

Dynamics 365 for Customer Service and/or

Dynamics 365 for Sales and/or

Dynamics 365 for Marketing and/or

Dynamics 365 Power Platform Fundamentals

Experience:

5+ years of experience as a CRM Architect or similar role

Financial institution experience preferred

Knowledge, Skills, and Abilities:

Working knowledge of Microsoft Power Platform: Power BI, Power Apps, Power Automate, Power Virtual Agent

Demonstrated experience with Microsoft Azure cloud services

Deep knowledge of technology processes, implementation procedures, and administration of critical, enterprise applications, as well as a broad & deep understanding of various, financial institution business units, products, programs, services, and processes.

Strong interpersonal communication and collaboration skills, including strong listening skills, emotional intelligence, analytical, and creative thinking abilities. Ability to communicate complex issues in a structured, concise, and layman’s-term manner

Ability to design processes and workflows that are highly member- and employee-centric with a focus on automation and ease of doing business

Ability to create and/or edit technical documentation, including but not limited to technical requirements, process workflows, and diagrams, training materials, user guidelines, and other publications

Ability to be flexible and adaptable when conditions warrant

Ability to manage multiple priorities in a dynamic, fast-paced environment

Ability to work collaboratively across the Enterprise and with other software system administrators, specifically other CRM administrators/team members

Proficient in various bug tracking software

Recognized as a “change champion”. Possesses the ability to drive Enterprise-wide adoption of the “Dynamics Culture”.

Technical expertise and general understanding of software applications, technological trends, and evolutions, especially in the customer relationship management discipline

Continually learns and stays current with trends in the marketplace

Detail oriented and highly organized and efficient; effective time management skills

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.

Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Our company offers a dynamic hybrid work arrangement, which requires three days of on-site work, in the Sugar Land, TX office. Our retail roles are required to be onsite at the branch locations.