Customer Centricity
Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.
Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions' capability and value through design collaboration sessions with the customer/partner. Understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Assesses and transfers knowledge to close customer skill gaps.
Guides other team members to focus on customer/partner experience through efficient delivery. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.
Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.
Business Impact
Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with our best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate engagement hygiene.
Required Qualifications:
Industry experience assessing complex, business critical Dynamics CRM – Dynamics 365 Apps and/or D365 Customer Engagement on-premise environments against our good practices & supporting customers as they go-live and operate their solution.
Knowledge with tools commonly used to manage complex D365 Apps (Online)/D365 Customer Engagement (CE) implementations,
Understanding of related technologies, including SQL, SSRS, SSIS, SharePoint, Visual Studio and .NET.
Knowledge and experience in reviewing our D365 Apps/Customer Engagement performance, supportability, infrastructure design and customizations Strong problem-solving and technical leadership skills.
Arabic and English language skills – business / fluency.
Preferred Qualifications:
Dynamics 365 Finance & Operations, Project management, Power Platform experience is a plus.
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Understanding of n-tier solutions.
