Microsoft Dynamics CRM Sr Manager

DLA Piper•Raleigh, NC

1d•Hybrid

About The Position

DLA Piper is, at its core, bold, exceptional, collaborative and supportive. Our people are the backbone, heart and soul of our firm. Wherever you are in your professional journey, DLA Piper is a place you can engage in meaningful work and grow your career. Let’s see what we can achieve. Together. Summary The Microsoft Dynamics CRM Senior Manager will be responsible for the successful implementation, management, and optimization of Microsoft Dynamics CRM solutions within the firm. This role will be a key contributor to the firm's large-scale CRM implementation and ongoing projects, will directly manage the firm's CRM and client data quality teams, and closely collaborate with stakeholders to drive business value, operational efficiency, and customer engagement. The Senior Manager will combine expertise in Microsoft Dynamics CRM with strong leadership, project management, and business analysis skills to deliver transformative solutions that align with organizational goals. Location This position can sit in our Atlanta, Austin, Baltimore, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Minneapolis, New York, Northern Virginia, Philadelphia, Phoenix, Raleigh, San Diego, Seattle, Short Hills, Washington DC, or Wilmington office and offers a hybrid work schedule.

Requirements

At least four years focused on Microsoft Dynamics CRM (including Dynamics 365) preferred.
Expert knowledge of Microsoft Dynamics CRM/Dynamics 365 platform, including Sales, Customer Service, Field Service, and Marketing modules.
Proficiency in Power Platform (Power BI, Power Automate, Power Apps).
Experience with solution architecture, data modeling, and integration with other enterprise applications (ERP, SharePoint, Azure, etc.).
Strong understanding of cloud computing concepts and Microsoft Azure services.
Familiarity with CRM security models, data privacy, and regulatory compliance (GDPR, HIPAA, etc.).
Ability to translate business requirements into technical solutions.
Strong understanding of sales, marketing, and service processes.
Proven track record of leading and developing high-performing teams.
Excellent communication, negotiation, and conflict resolution abilities.
Hands-on experience with project management methodologies (Agile, Waterfall, Hybrid) and tools (Microsoft Project, Jira, etc.).
Proficient in data analysis, business intelligence, and performance measurement techniques.
Bachelors degree in Computer Science, Information Systems, Business Administration, or a related field.
8 years Experience in Information systems, CRM, and/or marketing automation experience.
Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.
Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.
Provide timely, accurate, and quality work product.
Successfully meet deadlines, expectations, and perform work duties as required.
Foster positive work relationships.
Comply with all firm policies and practices.
Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.
Ability to work under pressure and manage competing demands in a fast-paced environment.
Perform all other duties, tasks or projects as assigned.

Nice To Haves

Experience working in consulting or client services environments is an asset.
Masters Degree.
Microsoft Certified: Dynamics 365 Fundamentals (CRM), Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate, or equivalent certifications are highly desirable.

Responsibilities

Develop, communicate, and execute a vision for Microsoft Dynamics CRM initiatives that align with the company's business development digital transformation and customer engagement strategies.
Lead the planning, execution, and delivery of end-to-end CRM projects. Ensure projects are delivered on time, within scope, and within budget while maintaining high standards of quality and client satisfaction.
Supervise and mentor a team of CRM managers, specialists, and administrators. Foster a culture of collaboration, continuous learning, and professional development.
Serve as a point of contact for executive sponsors, business leaders, and other key stakeholders. Facilitate workshops, requirements gathering sessions, and regular project updates.
Collaborate with others to oversee the architecture, customization, and integration of Microsoft Dynamics CRM with other enterprise systems. Ensure solutions are scalable, secure, and aligned with best practices.
Work with Business Development and Marketing leaders and other professionals to develop and execute change management strategies, including end-user training, communication plans, and support structures to drive adoption and maximize ROI.
Define and track key performance indicators (KPIs) for CRM initiatives. Use analytics and reporting tools to measure success and identify areas for continuous improvement.
Proactively identify, assess, and mitigate project and system risks. Implement governance frameworks and compliance controls to safeguard data and ensure regulatory adherence.
Manage relationships with Microsoft and other third-party vendors or partners to leverage the latest technologies, resources, and support for CRM projects.
Stay current with advancements in Microsoft Dynamics CRM, cloud technology, and digital trends. Advocate for and implement innovative solutions that create competitive advantage.