The Dynamics CRM Specialist acts as the lead analyst and system administrator for our client's Dynamics CRM instance. This includes, but is not limited to, designing, configuring, testing, supporting, and maintaining the overall CRM system and its users. This role will translate business needs into functional requirements and act as a liaison with all departments and partners involved with CRM. The ideal candidate will have experience with managing reporting, dashboards, building workflows, account troubleshooting, licensing, and onboarding and offboarding users. This role is a 4-6 month contract role to start, hybrid (2 days in office) in North York, Ontario.
Responsibilities Provide 1st level support and onboarding for new CRM users across Must be authorized to work in Canada. This includes any issues that the service desk cannot troubleshoot. Translate current and future business needs into functional requirements and Dynamics CRM solutions. Works closely with partners in solutions development, budgeting and project delivery. Analyze and assist with all CRM system integrations (internal or external). Maintain, support and enhance CRM add-ons and applications. Create new workflows, as required, to ensure the system is running at its maximum efficiency. Configure, test and maintain CRM system and its users. Design, implement and update CRM user training curriculum and testing on LMS 365. Use internal customer data and external data sources to identify and implement new sales opportunities. Work with partners to enter, review and manage lead entry into CRM. Provide regular reporting, including but not limited to CRM dashboards, adoption and monthly metrics reports for CRM user groups - Sales, Head Office Stakeholders, Funeral. Partner with IT, Sales operations and Funeral Services on annual licensing requirements and systems integration (ERP, Harmony). Works with Marketing team to support branch and corporate initiatives. Utilize CRM system for management of outbound leads and email nurturing. Other duties may be assigned as required, in addition to the principal duties and responsibilities outlined above.
Qualifications University Degree/College Diploma in Business Management or related field and/or related work experience with a solid understanding of marketing and sales practices, and good interpersonal skills. Three (3) + years of experience administering a CRM system with strong knowledge of Dynamics CRM and technology of SaaS (Software as a Service). Strong analytical and problem-solving skills combined with the ability to use discretion and diplomacy. Previous knowledge of and ability to develop and run data queries against customer databases. Strong computer software knowledge of MS Excel, MS Word, Access, PowerPoint, Outlook, SharePoint, LMS 365. Experience creating formulas, working with PivotTables, linking multiple spreadsheets and creating ‘If statements. Detail oriented, superior written and oral communication skills including strong organizational skills to prioritize multiple tasks. Self-motivated with the ability to work effectively Independently or as part of a team. Exceptional interpersonal and communication skills; verbal, written and presentation. Demonstrated strong customer service skills with the ability to partner will all levels of the organization.
Required Skills Strong analytical and problem-solving skills. Exceptional interpersonal and communication skills. Detail oriented with superior written and oral communication skills.
Preferred Skills Experience with Dynamics CRM and SaaS technology. Knowledge of MS Excel, MS Word, Access, PowerPoint, Outlook, SharePoint, LMS 365.
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