CRM Product Specialist

FMC Corporation•Philadelphia, PA

About The Position

FMC Corporation is seeking a CRM Functional Specialist & Administrator to manage the day-to-day functional administration, support, and continuous improvement of Microsoft Dynamics 365 across the Americas. The role serves as the platform’s functional expert, triaging live-market issues, addressing administration and configuration needs, and involving development resources when technical changes are required. It works with business teams, Sales Excellence, the CRM Product Owner, and technical teams to ensure the system supports regional commercial needs. The specialist provides CRM functional support across account and contact management, customer hierarchies, activities, cases, customer engagement, reporting, dashboards, segmentation, and marketing capabilities. The role gathers and documents requirements, supports enhancements and regional or global initiatives, and assists with testing, UAT, deployment, releases, training, and user guidance. It also supports data quality, integrations, governance, privacy, security, compliance, and CRM documentation. FMC describes itself as a global agricultural sciences company focused on developing crop protection technologies and advancing agriculture. It emphasizes innovation, integrity, safety, respect, results, and an inclusive workplace.

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.
Serve as the first point of contact for live-market CRM issues and tickets; triage, validate, and categorize issues before escalation.
Resolve issues using available administrative and functional capabilities, escalating to development when technical changes are required.
Manage user access, security roles, functional configuration, data corrections, and other CRM administrative activities.
Coordinate and track technical issues through resolution and keep stakeholders informed.
Provide functional expertise for account and contact management, customer hierarchies, activities, cases, customer engagement, and other CRM-enabled processes.
Understand regional business requirements and recommend how Dynamics 365 can support them.
Identify configuration and functional process gaps, recommend improvements, and support standardization across regions.
Translate agreed business needs and processes into clear CRM functional requirements.
Gather, analyze, and document functional requirements and user stories.
Assess enhancement requests and provide prioritization recommendations to the CRM Product Owner.
Provide functional input into solution design and support testing, UAT, deployment, and release readiness.
Identify and communicate functional risks, dependencies, and business impacts; support regional and global CRM initiatives.
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; translate reporting and analytical needs into functional requirements.
Partner with Sales Excellence and other business teams to understand CRM needs and issues.
Provide functional expertise, demonstrations, and guidance; support training on new or changed CRM capabilities.
Communicate system changes, releases, issues, and impacts to relevant stakeholders.
Support CRM governance, data privacy, security, and compliance requirements; promote standards and best practices.
Maintain appropriate functional and system documentation.