Application Consultant II - D365 CRM

The Opportunity:

As an Application Consultant you will leverage your expertise in Anthology’s Reach and Raise products and your customer service skills to provide valuable consulting services to our customers. You will also be responsible for delivering and coordinating Anthology Reach/Raise Application Administration services, which are based on Microsoft D365 CRM. In this role, you will work independently to understand customer needs, provide solutions, and lead customer engagements to drive positive outcomes. With a focus on customer satisfaction and effective problem-solving, you will play a vital role in ensuring the success of our customers' implementations and ongoing operations.

Primary responsibilities will include:

• Serving as the primary customer contact relative to service delivery needs and Management
• Understanding customer business objectives and managing service delivery expectations
• Facilitating and coordinating customer and internal stakeholder communication
• Serving as the Application Administrator and a Subject Matter Expert for Anthology Reach and Raise products
• Configuring, integrating and developing Anthology Reach and Raise business solutions
• Assisting business owners in translating concepts and requests to written requirement
• Providing problem resolution for end users, including research on various data and reporting issues, collaborates to gain input on potential solutions
• Recommending system configurations and proposes business solutions where appropriate
• Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
• Evaluating upcoming Microsoft Dynamics 365 CRM and Anthology Reach/Raise releases and recommending the use of new features
• Communicating the status of releases, major projects, and ongoing Anthology activities to relevant stakeholders
• Performing ad-hoc system training as needed
• Driving escalated Product support tickets to resolution by coordinating with appropriate internal teams
• Participating in training and development opportunities to enhance knowledge of the Anthology Reach and Raise products and consulting practices
• Documenting customer interactions, solutions provided, and relevant information to support project documentation and knowledge sharing
• Contributing to process improvement initiatives to enhance the efficiency and effectiveness of customer engagements
• Creating and updating Salesforce cases for activity management
• Following existing initiative plans or templates, contributing to and coordinating weekly activity reports and communication
• This role requires occasional travel

The Candidate:

Required skills/qualifications:

• Bachelor’s degree in Computer Science, Engineering, Business Administration, Finance or other related field or equivalent experience
• At least 2 years of experience working with Microsoft Dynamics
• Strong communication and interpersonal skills
• Executive/Senior Management communication experience
• Demonstrated strong analytical and logical thinking skills
• Ability to work independently and with cross-functional global teams
• Ability to thrive in a fast-paced environment and have a positive attitude
• Ability to manage and prioritize multiple tasks
• Ability to learn and adapt quickly to working with new technologies
• Excellent troubleshooting and problem-solving skills
• Excellent written and oral communication skills
• Proven effective listening skills
• Ability to influence, negotiate, and build consensus
• Fluency in written and spoken English

Preferred skills/qualifications:

• Experience with MS SQL Server scripting or building SSIS packages
• Power Platform experience (PowerApps, Power BI, Power Automate)
• Technical support or system administration experience
• Business analysis skills and industry knowledge to design Dynamics 365 Customer Engagement or Sales and Power Platform based solutions or other CRM software to solve complex business problems
• Experience working with Microsoft Dynamics 365 (CRM) and Power Platform or other CRM software
• Experience with MS SSRS and Power BI
• Microsoft Power Platform + Dynamics 365 Core certification
• Higher Education industry experience
• Knowledge of MS Dynamics HigherEd Accelerator
• Experience with HTML and JavaScript

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.