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