Manager, MS Dynamics CRM

Job Functions

, Essential Duties and Responsibilities

Leadership & Management

• Directly manage and mentor CRM Administration team members, providing coaching, performance feedback, and professional development opportunities.
• Set team goals, prioritize tasks, and allocate resources to ensure timely delivery of projects and support requests for both Microsoft Dynamics CRM and Salesforce Service Cloud.
• Foster a collaborative, high-performing team culture aligned with organizational values.
• CRM Administration
• Oversee daily monitoring, troubleshooting, and performance analysis of Microsoft Dynamics CRM and Salesforce Service Cloud.
• Manage security, configuration, user support, and training for both platforms.
• Execute design tasks and collaborate with stakeholders to drive product increments and enhancements.
• Identify and implement product improvement opportunities to increase efficiency, productivity, and end-user adoption across both systems.

Strategic Collaboration

• Partner with Product Owners and business leaders to align CRM capabilities with organizational priorities.
• Provide process and documentation overviews to support company initiatives such as Disaster Recovery and audits.

Compliance & Risk Management

• Ensure adherence to data security standards and protect all client data against unauthorized access or transmission.
• Lead Disaster Recovery testing and maintain documentation for both CRM platforms.
• Continuous Improvement
• Promote ongoing learning and technical development within the team.
• Stay current with CRM trends, architecture, and best practices through training and industry engagement.

Other Responsibilities

• Support additional tasks and projects as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision

• Direct Reports: CRM Administration team members
• Reports To Head of Technology; Corporate Development

Section 3: Experience, Skills, Knowledge Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum 7+ years of experience with Microsoft Dynamics CRM and Salesforce Service Cloud, including administration and customization.
• Proven experience in team leadership or management, including mentoring and performance management.
• Strong understanding of CRM security configuration and workflow management.
• Excellent analytical, organizational, and communication skills.
• Ability to translate business challenges into technical solutions.
• Experience working with third-party applications such as Data8, ClickLearn, ClientPoint, etc.
• Knowledge of PC applications including SQL and MS Office products.
• Travel requirement up to 10% annually.