CRM Administrator – Microsoft Dynamics 365
Position Summary
We are seeking a CRM Administrator to serve as the primary administrator and continuous improvement lead for our Microsoft Dynamics 365 Customer Engagement platform. This role bridges technology and business operations by supporting advisors, sales teams, and internal users while designing system enhancements, automations, and process improvements that make CRM easier to use and more effective.
The ideal candidate will own day-to-day CRM administration, support users at varying skill levels, and collaborate with business and IT stakeholders to improve adoption, data quality, and workflow efficiency. This role also contributes to ongoing CRM initiatives as we continue to evolve our use of Dynamics 365 and related Microsoft technologies.
Key Responsibilities
CRM Administration & Support
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Serve as the primary administrator for Microsoft Dynamics 365 CE, including D365 Sales and D365 Customer Service.
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Configure and enhance the CRM system, including views, forms, tables, workflows, automations, security roles, business rules, and business process flows.
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Monitor system performance, maintain data quality, and troubleshoot user issues in a timely manner.
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Maintain system configurations and ensure compliance with established IT standards and best practices.
Automation & System Usability
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Design and maintain workflow automations using native Dynamics 365 functionality and Power Automate.
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Identify opportunities to streamline processes and improve user experience through thoughtful configuration.
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Support ongoing efforts to ensure CRM aligns with business workflows and remains intuitive and efficient.
User Training & Adoption
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Provide day-to-day support to new and existing users with varying levels of technical experience.
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Develop and maintain training materials and user documentation.
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Collaborate with business users to improve CRM adoption and effective system usage.
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Support onboarding of new users and rollout of new features.
System Optimization & Process Improvement
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Partner with business stakeholders to understand needs, identify pain points, and recommend CRM enhancements.
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Build and maintain dashboards, reports, and views to support sales performance and leadership insights.
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Participate in CRM-related projects including enhancements, integrations, and process redesign initiatives.
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Contribute to roadmap planning and continuous improvement efforts.
Cross-System & Technical Collaboration
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Collaborate with IT teams to support integrations between Dynamics 365 and other enterprise systems.
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Assist with monitoring data flows and resolving integration issues.
Qualifications
Education
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Bachelor’s degree in Information Systems, Business, or a related field preferred.
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Microsoft or CRM-related certifications are a plus.
Experience
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2+ years of experience administering Microsoft Dynamics 365 Customer Engagement or a comparable CRM platform preferred.
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Experience with low-code or integration tools such as Power Automate, Power Apps, Azure Logic Apps, Tibco Scribe Cloud, or similar platforms preferred.
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Basic familiarity with JavaScript for CRM customization, or willingness to learn.
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Experience in financial services or another regulated industry is a plus.
Skills & Competencies
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Strong customer service mindset with patience and professionalism.
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Excellent communication and documentation skills.
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Ability to explain technical concepts clearly to non-technical users.
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Strong analytical and problem-solving skills with attention to detail.
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Highly organized with the ability to manage multiple priorities.
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Ability to collaborate effectively with both technical and non-technical stakeholders.
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Commitment to continuous learning and professional growth.
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Willingness to travel occasionally for training or business support.
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