Customer Success Manager, Dynamics 365 Managed Services (Business Central, F&O & CE)

BDO • Vancouver, BC

16d • CA$97,000 - CA$147,000 • Hybrid

About The Position

As part of BDO's rapidly expanding Solution Operations (Managed Services) practice, this role seeks an accomplished Customer Success Manager with substantial experience in leading Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects. The role involves overseeing and guiding the team responsible for executing new and ongoing engagements, owning a portfolio of assigned clients and their managed services programs, coaching staff, fostering continuous improvement, and monitoring best practices to enhance service delivery. This position is for an existing vacancy. Responsibilities include building client relationships, supporting business objectives, managing solution operations, ensuring compliance with SLAs and KPIs, encouraging innovation, and identifying opportunities for additional services. The role consistently applies Agile methodologies and ITIL principles (incident, problem, change, and release management). Accountability extends to all aspects of portfolio management, including aligning with business outcomes, defining and managing scope, resource allocation, budget oversight, risk assessment and mitigation, contracting, project and team management, status updates, backlog maintenance, account growth, and stakeholder communication. The ideal candidate is passionate about client service, possesses excellent communication and collaboration skills, strong learning, analytical thinking, and problem-solving abilities, a business-oriented and industrial approach, excels at team leadership and coaching, and is committed to driving advancements through continuous improvement and innovation.

Requirements

• Extensive experience working with clients on Dynamics 365 managed services engagements (Business Central, F&O and/or CE).
• 5+ years of overall experience in ERP and CRM technology within client success management, project management, technical support, or another related role.
• Proven experience in managing ERP and/or CRM from initiation through to implementation and transition to the Operations team.
• Bachelors or Diploma or degree in Information technology, Business Management, Project Management preferred.

Nice To Haves

• Certification in ERP / CRM products is a strong asset.
• Experience interacting with senior leadership in an Enterprise organization.
• Agile Certification (CSM), ITIL or PMP preferred.
• Knowledge of Microsoft BizApps products and the ability to stay current with developments is considered an asset.

Responsibilities

• Serve as a Strategic Customer Advisor, demonstrating leadership attributes such as collaboration, communication, creative thinking, and decision-making to support customers' strategy and vision.
• Utilize effective negotiation skills to increase growth and retention, fostering trusted customer relationships.
• Translate customer business goals into strategic actions and identify new growth verticals to support customers.
• Communicate clearly, concisely, and influentially with excellent listening abilities.
• Apply strong business and financial acumen, supported by industry and competitive knowledge, and understanding of account profitability, economic trends, and competition.
• Manage assigned engagements to successful completion, tracking scope, budget, and timeline.
• Schedule and facilitate internal stand-ups and customer meetings.
• Manage action, change, and risk registers for all engagements, recommending resolutions for identified risks.
• Manage the transition of projects to solution operations.
• Manage all tasks from new client onboarding to the steady phase.
• Develop and manage delivery plans for every engagement.
• Lead the contracting and change management process, including estimates, approvals, change requests, and SOWs.
• Regularly manage resource assignment of contract resources and resources located globally.
• Act as an escalation point for business-critical scenarios.
• Manage engagement conflicts and challenges professionally.
• Manage the release management process, from testing to production release.
• Track the portfolio of engagements against KPIs and proactively implement timely measures to ensure ongoing compliance.
• Monitor and improve SLA and KPI compliance by the team.
• Track, monitor, and control budgets in alignment with planned engagement parameters, while proactively forecasting and executing cost management strategies.
• Demonstrate strong execution, discipline, and proactive management across all operational activities, including billing and invoicing, payment collection, client meetings, status reporting, contract renewals, and change requests.
• Apply ITIL principles, including incident and problem management for client-reported issues.
• Adhere to, follow, and update standards and guidelines.
• Document or update standard operating procedures.
• Provide support, guidance, and coaching to the engagement team.
• Handle conflict resolution, teamwork, empathy, active listening, and positivity.
• Identify areas of challenge or opportunity in client engagements.
• Identify areas of improvement, innovation, and optimization for processes and methodologies.
• Contribute to thought leadership.
• Demonstrate value-driven delivery leadership by achieving meaningful outcomes and business value.
• Understand clients’ businesses and align work with strategic goals.
• Maintain high ownership and accountability for delivery quality, client satisfaction, and portfolio health.
• Conduct regular executive business reviews with senior stakeholders to showcase ROI, impact, and strategic value.

Benefits

• Competitive total cash compensation that recognizes and rewards your contribution.
• Comprehensive benefits from day one.
• Flexible personal time off policy.
• Reimbursement for wellness initiatives that fit your lifestyle.
• Opportunities for learning and development.
• Support for achieving personal goals outside of the office and making an impact on your community.
• Support with local and national events where you will be given the opportunity to contribute to your community.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree