As a Global Microsoft Dynamics 365 user engagement and platform adoption leader you’ll be part of Revenue Operations team with your role focused on user adoption of Dynamics 365 CRM in sales and finance business areas. The main goal of the role is to maximize ROI from the investments made to introduce new features to our users. ROI maximization is expected to come from the following steps you will be accountable for:
- Introducing the ROI concept into conversations with key platform stakeholders
- Measuring ROI on constant basis and taking data-driven actions coming from these measurement · Making sure that new features have solid adoption plans in line with the framework defined by you and that business leaders requesting a certain feature are kept accountable for ensuring its targeted adoption
- Making sure users are aware and get high quality training materials for the new features
- Making sure user feedback (positive and negative) is collected systematically and triaged to inform platform design changes/adoption plan changes/training materials changes
- Making sure CRM administrator team are fluent with sales and finance business processes and related platform features to be able to provide relevant responses to the business users
- Making sure processes available in CRM do not get outdated and stay relevant to the respective business processes and policies
As a sole leader of this direction you will have tasks in a variety of areas (starting with training materials preparation and finishing with representing user voice in front of leadership and product teams) and will collaborate with a lot of stakeholders at all levels of the organization needing to demonstrate a strong ability of influence, educate others and drive change where necessary.
Responsibilities
- Maintain deep expertise of sales and finance business processes and understand how they are reflected in Dynamics 365 design
- Be aware in detail of the D365 new features release plans for the month and for the quarter
- Create training content for the new features and work with the training team to make sure this training content is reflected in the standard platform trainings Conduct regional roadshows for new features released to train the end users on them and drive adoption
- Make sure D365 administrator team is aware in detail about the new functionalities released to be able to support them and respond to the user questions
- Collaborate with key stakeholders to make sure adoption plans are in place where necessary to ensure maximum adoption of the new features
- Measure features adoption and ROI and maintain respective scorecards available to the stakeholders, socialize adoption and ROI metrics with them to course correct or leverage best practices where necessary
- Collect user feedback 1-3-6 months after a new feature was introduced, share this feedback with key stakeholders to course correct adoption plans or improve platform design where necessary
- Regularly conduct audit of the internal processes implemented in Dynamics 365 to confirm that platform functionality is still in line with the business process and no changes/improvements needed
- Regularly check knowledge of the CRM administrators team of the sales and finance business processes and define gaps to close, so that responses to user requests are accurate, relevant and are in line with the business processes
- Be the go to person for “tricky” questions (i.e. cases where it is not clear how to manage a particular business scenario in the platform) and triage those accordingly (e.g. an extra business scenario should be added to the instructions, a business process needs to be standardized more, platform design needs to be changed to accommodate this case, etc. )
- Internally represent user voice being able to articulate what they like about the platform, what they struggle with most, etc. Suggest and implement action plans to increase user comfort with the platform (some actions will be about platform enhancements, some – about additional trainings or office hours, etc.)
Qualifications
- Fluent English speaker
- Practical experience with writing user instructions and creating training materials
- Practical experience with conducting user trainings
- Practical experience with applying various change management frameworks in digital transformation projects
- Knowledge of core sales and finance business processes
- Knowledge of CRM and CPQ/CLM tools is preferred
- 2-3 years of experience in a similar role is preferred
- Practical experience with Microsoft Dynamics 365 Customer Engagement, Experlogix CPQ and Conga CLM is preferred
Who you are:
- Motivated, high-potential performer, with strong track record of increasing adoption of software products
- Strong communicator with excellent interpersonal and conflict management skills and ability to interface with all levels of the organization
- Passionate about connecting business processes and technology to drive value for the business
- Passionate about explaining complex things in a simple way and about improving experience of software users via increasing their knowledge of the tool as well as voicing user concerns to the tool owners and pushing for the tech enhancements where necessary
- Comfortable with different pace of work and variety of tasks: tideous work to create user high quality training materials, tasks requiring to speak in public explaining new features, tasks focused on ROI measurement, etc.
- Challenging the status quo to achieve the best possible business outcomes
- Teachable and embracing of best practices and feedback as a means of continuous improvement
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.
NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.
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