Microsoft Dynamics Customer Engagement Manager

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

Your Journey at Crowe Starts Here

At Crowe, you'll help clients transform their customer-facing operations through Microsoft Dynamics 365 Customer Engagement (CE). We combine deep industry specialization with technology expertise to deliver real value-optimizing business processes, improving customer experiences, and enabling scalable technology solutions. If you're someone passionate about bridging business and technology and delivering high-impact CRM implementations, this is your role.

What You'll Do

• Lead and/or support full lifecycle implementations of Microsoft Dynamics 365 CE, including requirement gathering, solution design, configuration, testing, deployment, and post-go live support.
• Work with clients (Sales, Customer Service, Marketing, Field Service, etc.) to understand customer journey / customer engagement process flows, pain points, desired outcomes; translate business requirements into CE configurations or enhancements.
• Define functional specifications, design business process maps, and develop best practices around customer-facing operations.
• Provide guidance on Dynamics CE features: entities, forms, views, business rules, workflows / Power Automate flows, security model, integrations, data migrations.
• Collaborate with technical teams (developers, integration specialists, data engineers) to ensure non-standard requirements are addressed with high quality solutions.
• Lead / assist training, change management, user acceptance testing, and cutover to the new system.
• Serve as subject-matter expert for CE within client engagements, helping deliver recommendations for improving operating model, user adoption, extensibility, scalability.
• Contribute to internal initiatives: share lessons learned, develop accelerators / templates, help grow Crowe's CE capabilities.

Required Qualifications:

• Proven experience implementing Microsoft Dynamics 365 Customer Engagement (CRM) solutions in roles where you handled functional discovery, configuration, customer process design.
• Strong understanding of customer lifecycle / customer engagement processes (e.g. sales pipeline management, service case management, marketing automation, omnichannel service, field service).
• Solid hands-on skills in configuring Dynamics CE: entities, workflows/business rules, security, integration points, data migrations.
• Excellent ability to engage with stakeholders across levels (end users, managers, executives), facilitating workshops, gathering requirements, and driving consensus.
• Strong communication skills-both verbal and written. Ability to document functional designs, test plans, training materials clearly.
• Experience with Power Platform tools (Power Automate, Power Apps, Power BI) is a plus.

Preferred Qualifications:

• Microsoft certifications relevant to CE / CRM (e.g., MB-200 / MB-210 / related).
• Experience working in a consulting environment, with multi-client, multi-industry exposure.
• Familiarity with change management, user adoption best practices.
• Experience with integrating CE with ERP or other enterprise systems.
• Comfortable with moderate travel (if role demands on-site client work).

Why Crowe

• Opportunity to work on impactful Microsoft CRM engagements across industries in a firm known for combining technology, consulting, and industry specialization.
• Career growth through mentorship, internal learning programs, and exposure to broad engagement types.
• Collaborative culture aligned with Crowe values: Care, Trust, Courage, Stewardship.
• Competitive compensation and benefit package.

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.

Our Benefits:
Your exceptional people experience starts here. At Crowe, we know that great peopleare what makes a great firm. We care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you!

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.

Crowe will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. Please visit our webpage to see notices of the various state and local Ban-the-Box laws and Fair Chance Ordinances, where applicable.