Do you want to play a key role in building multi-billion-dollar revenue products for Microsoft? The Dynamics 365 portfolio is the fastest growing SaaS Enterprise Resource Planning (ERP) portfolio in the world and is on a mission to re-imagine business applications leveraging Copilot and AI first experiences.

Microsoft Dynamics 365 and Power Platform are at the heart of our customers’ digital transformation journey. Our products meet today’s challenges by bringing customers and businesses together with the next generation of CRM and ERP applications. Recognized as a platform leader across Sales, Marketing, Service, Finance, Operations, Commerce, HR and Automation, an increasing number of enterprises rely on Microsoft Dynamics to operate their businesses.

In the Business Applications Platform (BAP) – ACE Team, we are looking to hire Sr. PM Manager with technical expertise and experience in one or more Dynamics 365 suit of products to join our team. We are a fast-growing engineering team of customer-obsessed engineers that enjoy solving complex problems and working with customers to improve Dynamics365 customer experience.

This position offers:

• An environment that fosters continuous learning of new skills and technologies.

• Opportunity to be part of one of the fastest-growing businesses as we continue to release new capabilities for Dynamics 365 and Copilot.

• Opportunity to work alongside the engineering team responsible for the design, development, and release of Dynamics 365.

• Opportunity to help shape the future product roadmap.

Opportunity to lead diverse individuals and model, coach and care the team as a manager.

Responsibilities

Responsibilities:

• Directly manage the long-term support relationship with appointed Dynamics 365 Customer Engagement customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team.

• Lead diverse team as a people manager and coach/mentor employees and new hires.

• Lead business operations to support customers 24x7 and collaborate with managers from other regions.

• Take your deep technical and Dynamics 365 Customer Engagement product expertise and combine it with your understanding of our customers’ needs to solve their complex business challenges.

• Work with engineering teams to not only reactively support but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encouraged by the team around you to go above and beyond to delight the customer.

• Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team, you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them.

• Work on critical, highly complex customer scenarios that span across multiple services

• Be able to quickly identify customer issues and conduct in-depth diagnostics

• Contribute in forums and develop self-help documentation and quick "How To" videos

• Participate in recruiting and ramping up a global support team for our top customers

• Act as a technical escalation point within the team

• Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as cloud & AI technologies evolve.

• Work with leadership on process improvement and strategic initiatives.

• Acts as a Designated Responsible Individual (DRI) as part of on-call rotation and work along with other engineers by developing and following the playbook, working on call to monitor system/product/service for degradation, downtime, or interruptions, alerting stakeholders about status and initiates actions to restore system/product/service for simple and complex problems when appropriate

Qualifications

Required/Minimum Qualifications ( From Role Library, plus any other HM-determined qualifications)

• Deep understanding and demonstrated hands-on experience of implementation, troubleshooting and supporting one or more of the Dynamics 365 products (Sales/Core Service/Field Service / Marketing) is a must – Dynamics Customer Engagement (CRM).

• 3+ yrs. of people management experience

• Passion for customers and focus on delivering the right customer experience.

• Understanding of cloud computing technologies is highly desired - Azure Core Platform; Data Platform: SQL, Azure DB ; Application development experience; Power BI, PowerApps

• Ability to learn new technology in a fast-paced environment 

• Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.

• 7+ years in a technical position with exposure to customer side troubleshooting

• Passion for customers and focus on delivering the right customer support experience.

Other Requirements

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:

• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred/Additional Qualifications (Optional, at HM discretion)

• Experience implementing (functional or technical) and supporting Dynamics 365 or competitive solutions.

• Technical proficiency in adjacent technologies including one or more of the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, SSRS, AAD, etc. (certifications a plus).

• Demonstrated skills and abilities to consistently create an engaging experience for our customers and Partners.

• Program or Engineering management experience implementing cloud technologies.

• Travel: Occasional travel is expected in this role.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .