Job Title: CRM Solution Lead (Dynamics 365)
FLSA Status: Exempt
Group: Regular - Full Time
Department: Information Technology
Location: Remote
Job Overview:As a CRM Solution Lead to own the Microsoft Dynamics 365 CE platform across Cooper's commercial, sales, customer service, and field operations. This role sits at the intersection of business and technology. You will serve as the primary point of contact for business stakeholders across Customer Service, Field Service, and Sales while driving platform strategy, roadmap, and delivery. The ideal candidate understands how the platform works under the hood and can translate that into business outcomes.
Essential Duties and Responsibilities:- Own the Microsoft Dynamics 365 CE platform as the enterprise CRM solution lead, serving as the gatekeeper for all platform changes, enhancements, and architectural decisions
- Represent Dynamics 365 CE as the primary point of contact for CAB & Architecture Review Board (ARB), ensuring all proposed solutions and integrations align with platform standards and long-term roadmap
- Serve as the business-facing CRM solution lead for Dynamics 365 CE across Customer Service, Field Service, and Sales modules
- Define and own the CRM solution lead vision, strategy, and roadmap aligned to business priorities
- Prioritize enhancements, manage the product backlog in Freshservice, and oversee the demand intake process for major enhancements and project work aligned to business goals
- Partner with stakeholders across sales, service, and operations to gather requirements and translate them into platform solutions
- Oversee configuration, customization, and integration of Dynamics 365 CE and Power Platform
- Lead system design discussions, solution reviews, and platform governance
- Manage third-party vendors and implementation partners
- Drive user adoption, training, and change management for CRM initiatives
- Well versed in leveraging Claude AI or similar AI tools for RPA, agent-based automation, and productivity use cases within the Dynamics 365 and Power Platform domain
- Monitor and evaluate Microsoft Dynamics 365 release waves and assess impact on Cooper's platform
- Define and track platform KPIs, adoption metrics, and performance indicators
- Write technical specifications, process documentation, and solution design artifacts
- Collaborate with IT, data, and integration teams on cross-platform dependencies
- Support mergers and acquisitions by leading new company onboarding into Dynamics 365 CRM and managing integration activities across boundary systems including SAP, UKG, MES, and PLM platforms
- Own Dynamics 365 CRM license management, audit compliance protocol, and platform readiness to ensure the organization remains current, compliant, and optimally licensed
- Perform additional duties as assigned.
Required Qualifications- Bachelor's degree in Computer Science, Information Systems, Business, or related field
- 10+ years of hands-on Dynamics 365 CE / CRM experience with deep functional knowledge across at least two of: Customer Service, Field Service, or Sales
- Ability to configure and extend the platform (Power Automate, Power Apps, Dataverse) without heavy developer reliance
- Strong understanding of CRM architecture, security model, and integration patterns
- Hands-on experience designing and implementing two-way SAP ↔ Dynamics 365 integrations (accounts, parts, quotes, orders, delivery, invoicing) via iPaaS
- Experience building and maintaining Power BI reports and dashboards for CRM and operational data
- Prior experience in a product ownership or platform lead capacity
- Proven ability to lead requirements gathering, solution walkthroughs, and stakeholder alignment
Preferred Qualifications:- Microsoft Dynamics 365 certification(s)
- Experience in field service or heavy machinery manufacturing
- Agile environment experience
- Strong documentation skills and experience creating end-user training guides or in-app walkthroughs (e.g., WalkMe or similar)
Competencies:- Collaborative team player with strong analytical mindset and data-driven decision-making
- Effective communicator across technical and business audiences
