Digital Platform Manager

Senior Digital Platform Manager

We are seeking a dynamic and experienced Senior Digital Platform Manager to join our team and drive the adoption and optimization of Microsoft Dynamics 365 for sales and field service. The successful candidate will be the platform owner for our Industrial Customer Relationship Management platform and be accountable for business outcomes by driving standard training, growth and adoption while delivering a positive user experience.

The Digital Platform Manager will work closely with divisional, development, marketing, sales, business readiness teams, and Microsoft or other partners to serve the digital solution needs of our internal field sales and service team. This role is responsible for all aspects and process utilized in the design, build-out, delivery, adoption and business outcomes of the CRM platform. Digital solutions vision, strategic roadmap, business model, product ownership, digital marketing, sales and service channel adoption of digital offering will be key success factors for the candidate.

This position will be part of the Digital Organization for the Industrial Water Sector and report to Director Digital Industrial Sales and Service.

What You Will Do :

• Lead the strategic planning, implementation, and management of Microsoft Dynamics 365 for sales and field service.
• Drive the adoption of CRM technology across the global organization, ensuring seamless integration and user engagement.
• Develop and execute strategies to leverage Dynamics 365 to increase leads, sales, and overall business growth.
• Collaborate with sales and field service teams across global markets to identify and implement process improvements that enhance efficiency and customer satisfaction.
• Monitor and analyze system performance, user feedback, and key metrics to continuously optimize the platform.
• Understand business strategy, gather market intelligence and seek VOC and VOB, and translate strategy, findings and insights into industry leading product strategies and concepts.
• Define the strategic vision and roadmap of CRM, based on Voice of Business, Voice of Customer and competitive intelligence. Leverage cross functional groups to couple knowledge of business needs with existing and future technology capabilities.
• Define business outcome of CRM platform as measured by relevant KPI. Responsible for communicating the product vision effectively to key partners.
• Formulate the business value and partner with key stakeholders to identify and prioritize high level business requirements and features to deliver to field users, through the analysis of opportunity, risk and dependency.
• Partner in development of business processes and solutions to meet new business needs. Oversight and leadership of the end-to-end digital customer experience and make business decision to maximize field value and business ROI.
• Assist team in management of project expectation, deadlines and schedules with various stakeholders across multiple functions.
• Lead business planning and own product value realization to ensure release readiness for digital product features and services.
• Supports change leadership, communications and training to ensure that internal field sales and service associates embrace the digital offerings.
• Stay updated on the latest Dynamics 365 features and industry trends to ensure the platform remains cutting-edge.
• Manage vendor relationships and coordinate with IT and other departments to ensure successful project delivery.
• Track and report on metrics and take corrective action working with leads in Sales and marketing as required.

Qualifications :

The ideal candidate should have demonstrated expertise and experience in Microsoft Dynamics 365 CRM management and execution. Experience in a well-regarded global industrial B2B company that has leveraged Customer Relationship Management to gain competitive advantage is strongly preferred.

Specific qualifications include :

Critical Competencies :

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.