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Dynamics CE Capability Lead - Customer Service

Company: Ignify
Location: Irvine
Posted on: June 8, 2021

Job Description:

Job Description

The Hitachi Solutions Customer Engagement (CE) practice delivers solutions to its customers within the following Microsoft Dynamics 365 workloads:

  • Dynamics 365 Sales
  • Dynamics 365 Marketing
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service
  • Dynamics 365 Project Service

Each D365 workload represents a services capability that requires a comprehensive execution strategy including growth, delivery, and skills development. A Capability Lead is assigned to lead each workload.

Responsibilities:

  • Define, document, and communicate strategy for assigned capability.
  • Define and communicate capability goals that align with annual practice goals.
  • Monitor capability performance and report on metrics.
  • Listen to customer feedback and adjust strategy as needed to achieve goals.
  • Identify training needs and Lead Capability Training Academy.
  • Provide coaching to CE Team Leads on the development of resources.
  • Collaborate with Marketing to develop GTM collateral for assigned capability.
  • Provide sales support for assigned capability
  • Create and grow the community around the related capability.
  • Work collaboratively with Microsoft based on the capability
  • Provide biannual training for Regional Sales teams aligned with product releases.
  • Lead by example and motivate team members to reach their potential.
  • Performs other duties or tasks as assigned or require.
  • Participates as a member of the CE Practice Leadership team.
  • Maintain a personal utilization of 70%.
  • Maintain personal CSAT of 80%.

Keywords: Ignify, Irvine , Dynamics CE Capability Lead - Customer Service, Other , Irvine, California

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