5+ years of CRM experience, preferably with Microsoft Dynamics 365.
Hands-on experience in CRM functional administration and troubleshooting.
Ability to translate business needs into functional CRM requirements.
Experience in supporting testing and production environments.
Strong analytical and communication skills.
Proven ability to collaborate across business and technical teams.
Responsibilities
Manage daily administration and support of Dynamics 365 across the Americas.
Serve as the first point of contact for CRM system issues.
Triage and categorize user and configuration issues before escalation.
Resolve issues using CRM capabilities, escalating only when necessary.
Manage user access, security roles, and functional configurations.
Provide CRM functional expertise for account and contact management processes.
Support CRM enhancements by gathering and documenting functional requirements.
Benefits
Opportunity to work with Microsoft Dynamics 365 in a dynamic environment.
Collaboration with cross-functional teams including Sales Excellence and technical teams.
Engagement in continuous improvement initiatives for CRM processes.
Exposure to regional and global CRM projects and initiatives.
Professional development opportunities in CRM governance and compliance.
Full Job Description
Role Summary
The CRM Functional Specialist & Administrator is responsible for the 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, ensuring live-market issues are properly triaged and resolved, administrative and configuration needs are addressed, and development resources are engaged only when technical changes are required. The role works closely with business teams, Sales Excellence, the CRM Product Owner, and technical teams to ensure Dynamics 365 effectively supports commercial needs across the region.
Key Responsibilities:
1. CRM Operations, Administration & Support
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 system issues and tickets.
Triage, validate, and categorize user, data, configuration, defect, and enhancement-related issues before escalation.
Resolve issues using available CRM administrative and functional capabilities, escalating to development only 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, keeping relevant stakeholders informed.
2. Business Process & Functional Support
Provide CRM 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 and recommend improvements.
Translate agreed business needs and processes into clear CRM functional requirements.
Support appropriate standardization of CRM functionality across regions.
3. CRM Enhancements & Delivery
Gather, analyze, and document functional requirements and user stories.
Assess CRM enhancement requests and provide recommendations to the CRM Product Owner for prioritization.
Provide functional input into solution design.
Support testing, UAT, deployment, and release readiness.
Identify and communicate functional risks, dependencies, and business impacts.
Support regional and global CRM initiatives.
4. Data, Integration & Reporting
Support CRM data quality and synchronization with connected systems.
Identify and coordinate resolution of CRM data and integration issues.
Support CRM reporting, dashboards, segmentation, and marketing capabilities.
Translate CRM reporting and analytical needs into functional requirements.
5. Stakeholder & User Support
Partner with Sales Excellence and other business teams to understand CRM needs and issues.
Provide CRM functional expertise, demonstrations, and guidance.
Support training on new or changed CRM capabilities.
Communicate system changes, releases, issues, and impacts to relevant stakeholders.
6. Governance & Compliance
Support CRM governance, data privacy, security, and compliance requirements.
Promote CRM standards and best practices.
Maintain appropriate functional and system documentation.
Qualifications & Experience:
Required
5+ years of CRM experience, preferably 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.
Preferred
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.
Reporting Line
Reports to: CRM Lead / Commercial Enablement
Works closely with: Sales Excellence, Sales and Marketing, CRM Product Owner, and development teams.
Success Measures
Effective triage and resolution of live-market CRM issues.
Reduction in unnecessary development escalations.
CRM system stability and quality of functional administration.
Quality of functional requirements and UAT.
Successful delivery and adoption of CRM improvements in the region.
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About FMC Corporation
FMC Corporation is a diversified chemical company that provides solutions, applications, and products for the agricultural, consumer, and industrial markets. The company operates through three segments: Agricultural Solutions, Health and Nutrition, and Lithium. The Agricultural Solutions segment offers crop protection products, including insecticides, herbicides, and fungicides. The Health and Nutrition segment provides microcrystalline cellulose, carrageenan, alginates, and other specialty ingredients for food and pharmaceutical applications. The Lithium segment offers lithium for use in batteries, polymers, pharmaceuticals, and other industrial applications. FMC Corporation was founded in 1883 and is headquartered in Philadelphia, Pennsylvania.
