CRM Product Specialist

FMC Corporation•Philadelphia, PA

About The Position

The CRM Functional Specialist & Administrator is responsible for day-to-day functional administration, support, and continuous improvement of Microsoft Dynamics 365 across the Americas. The role serves as the functional expert for the CRM platform, triaging and resolving live-market issues, addressing administrative and configuration needs, and engaging development resources when technical changes are required. The specialist works with business teams, Sales Excellence, the CRM Product Owner, and technical teams to ensure Dynamics 365 supports regional commercial needs. The position supports CRM operations and business processes, gathers and documents enhancement requirements, contributes to solution design and testing, and helps manage CRM data, integrations, reporting, and user support. It also supports governance, privacy, security, compliance, standardization, and documentation.

Requirements

At least 5 years of CRM experience, preferably with Microsoft Dynamics 365.
Hands-on experience with CRM functional administration, configuration, support, and troubleshooting.
Experience translating business needs into functional CRM requirements.
Experience supporting testing, releases, and production environments.
Strong analytical, problem-solving, and communication skills.
Ability to work effectively across business and technical teams.

Nice To Haves

Experience with CRM integrations, ERP/SAP, data platforms, and marketing systems.
Experience with Power BI, reporting, or analytics tools.
Experience with Microsoft Customer Insights or related capabilities.
Experience supporting CRM across multiple countries or regions.

Responsibilities

Manage day-to-day functional administration and support of Dynamics 365 across the Americas.
Act as the first point of contact for live-market CRM issues and tickets; triage, validate, categorize, and resolve issues where possible, escalating technical changes to development as needed.
Manage user access, security roles, functional configuration, data corrections, and other CRM administrative activities.
Coordinate technical issues through resolution and keep relevant stakeholders informed.
Provide functional expertise for CRM-enabled processes, including account and contact management, customer hierarchies, activities, cases, and customer engagement.
Understand regional business requirements, recommend CRM solutions, identify configuration and process gaps, and translate agreed needs into functional requirements.
Support standardization of CRM functionality across regions.
Gather, analyze, and document functional requirements and user stories.
Assess enhancement requests and recommend prioritization to the CRM Product Owner; provide functional input to solution design.
Support testing, UAT, deployment, release readiness, and regional and global CRM initiatives.
Identify and communicate functional risks, dependencies, and business impacts.
Support CRM data quality and synchronization with connected systems, and coordinate resolution of data and integration issues.
Support CRM reporting, dashboards, segmentation, and marketing capabilities, translating reporting and analytics needs into functional requirements.
Partner with Sales Excellence and other business teams to understand CRM needs and issues.
Provide CRM expertise, demonstrations, and guidance; support training on new or changed capabilities.
Communicate system changes, releases, issues, and impacts to stakeholders.
Support CRM governance, data privacy, security, and compliance; promote standards and best practices and maintain functional and system documentation.