Dynamics 365 Business Central Team Manager, Support

Stoneridge Software•Minneapolis, MN

16h•Remote

About The Position

Stoneridge Software is seeking an experienced Team Manager for its Business Central practice. This hybrid player-coach role combines direct client support delivery with people leadership and operational responsibilities. The manager leads team members across a range of technical competencies, coaches and develops the team, supports resourcing and operational performance, and proactively delegates work or escalates capacity constraints to protect client outcomes and team effectiveness. The role also contributes to practice strategy, best practices, growth, and long-term organizational initiatives. As a coach, the Team Manager models delivery excellence, client focus, and technical expertise; sets goals and supports performance and career development; participates in staffing and capacity decisions; oversees utilization, time entry, billing information, and client escalations; coordinates client onboarding and administration; and contributes to continuous improvement and management rhythms. As a player, the manager provides proactive and reactive support for Dynamics NAV and Business Central clients, including strategic client work and break/fix support. The role involves qualifying opportunities, shaping solution approaches, estimating and scoping work, understanding client requirements, designing and testing custom solutions and integrations, coordinating with development resources, escalating ISV product issues, and communicating with clients throughout the solution life cycle. The position is remote in the United States or in Alberta, British Columbia, Manitoba, or Ontario, Canada. Travel across the United States and Canada is expected, up to 25%, including travel for industry events, client and project needs, and in-person collaboration at company offices in Fargo, North Dakota, and Minneapolis, Minnesota. In-person office work is encouraged and may be required based on role expectations and business needs.

Requirements

At least 5 years of experience leading, managing, and motivating a team through growth and learning stages.
Previous consulting-environment experience is required.
At least 5 years of Microsoft Dynamics NAV or Business Central experience; support experience is preferred.
Proven ability to partner across internal business groups, executive stakeholders, and execution partners, and build relationships at all organizational levels.
Ability to influence, drive impact, gain agreement across disparate groups, integrate differing opinions into a cohesive strategy or message, and present and defend recommendations to technical and non-technical audiences, both internal and client-facing.
Ability to explain complex solutions, issues, and concepts clearly to technical and non-technical people.
Ability to manage multiple complex projects and priorities, identify potential issues early, and develop proactive solutions.
Exceptional written, verbal, and creative communication skills, including creating presentations and communication plans and translating insight into content.
Ability to navigate ambiguity, drive clarity, remain calm, and exercise good judgment in a fast-paced environment.
Ability to communicate effectively in spoken and written English.
Exhibits Stoneridge Software’s core values: Integrity, Technical Excellence, Tenacity, Client Centric, and Enjoy your Work.
Must be authorized to work for any employer in the United States or Canada; visa sponsorship is not offered.
Years of experience do not need to be consecutive.

Nice To Haves

Bachelor’s degree in Business, Accounting, Information Technology, or a related field, or equivalent work experience.
Player-coach experience is strongly preferred.
Knowledge of Microsoft Dynamics technologies in addition to ERP expertise.
MB-800 Dynamics 365 Business Central Functional Consultant Associate credential.

Responsibilities

Model delivery excellence, client focus, and technical expertise.
Set individual and team goals, coach and mentor direct reports, and ensure career and skill development plans are communicated and carried out.
Participate in resourcing decisions with other Team Managers and senior leadership, balancing team capacity against organizational priorities.
Monitor direct reports’ utilization and other operational metrics.
Monitor client subscription and service-plan information, identify risks, and coordinate timely follow-up with internal teams.
Oversee team time entry, timesheet approvals, billing information, and proformas to support accurate reporting and client invoicing.
Own and coordinate team and client escalations, establish response plans, align resources, and ensure effective communication and resolution.
Collaborate across internal teams to support business decisions, prioritization, and consistent client delivery.
Oversee onboarding and ongoing administration of support clients, including expectations, resource assignments, and handoffs.
Lead or contribute to practice goals and continuous-improvement initiatives involving service quality, delivery consistency, team capacity, automation, and operational efficiency.
Execute management and operating rhythms, including team planning, performance discussions, leadership meetings, and company-wide initiatives.
Drive the team to uphold Stoneridge Software’s values and mission.
Maintain expertise in core software, business processes, best practices, related technologies, enhancements, and industry trends.
Partner with Sales, Client Partners, Account Managers, and delivery leadership to qualify opportunities, shape solutions, contribute to estimates and scope, and identify opportunities to expand client value.
Work proactively with clients on strategic projects and initiatives involving NAV and Business Central applications.
Provide reactive break/fix support to minimize client service disruptions.
Escalate ISV-related product issues and work with partners toward resolution.
Work with clients to determine solution requirements, technical options, and associated scope and resource requirements.
Design and test custom solutions and integrations, manage functional design and scope, and coordinate delivery with development resources.
Communicate effectively with clients throughout the solution life cycle.
Coordinate efficiently with internal teams and external groups as needed.
Organize tasks and projects, set clear goals, make effective decisions and recommendations, and deliver accurate, high-quality work on time.