Job Description

Job Summary:

The Client Relationship Manager (CRM) is a customer-facing Manager within the support practice, responsible for the overall relationship, retention, and service experience for a portfolio of managed services clients leveraging Microsoft Dynamics 365 business applications (Customer Engagement (CE), Finance & Operations (F&O), Business Central (BC)) and/or the Power Platform. This role serves as the primary client point of contact and trusted advisor-leading account governance and success planning while coordinating with delivery teams to ensure support outcomes, SLA/KPI attainment, and continuous improvement.

In addition to relationship leadership, this role is expected to be hands-on within the D365 solution suite, able to navigate environments, understand configurations and release impacts, triage and validate issues, and partner effectively with functional and technical teams to accelerate resolution and value realization.

Job Duties:

Client Relationship & Governance

• Owns and manages client relationships for assigned support accounts; build strong relationships with business and IT stakeholders, including executive sponsors
• Establishes and maintains client governance (cadence, stakeholders, decision rights, communications model) and act as the primary escalation point for relationship and satisfaction concerns
• Captures business objectives, priorities, and success criteria; maintain a shared client success plan aligned to D365 (CE/F&O/BC) and/or Power Platform outcomes
• Leads regular business reviews (weekly/monthly/quarterly) with clients and internal leadership, covering service performance, trends, risks, and recommended actions

Hands-On D365 / Power Platform Engagement

• Maintains working, practical knowledge of Dynamics 365 CE, F&O, BC, and Power Platform capabilities, common configurations, and typical support patterns
• Hands-on in client environments as needed to support delivery, including (as appropriate) reproducing issues, reviewing setup/configuration, validating fixes, and confirming expected outcomes with users
• Partners with delivery teams to assess impacts of Microsoft releases, platform changes, integrations, and environment management (e.g., sandbox vs. production) on support operations and client roadmaps
• Helps translate client business process needs into actionable support work items (incidents/requests/problems) with clear acceptance criteria and priority
• Supports knowledge capture and reuse by contributing to runbooks, known error documentation, and client-specific operational procedures

Service Delivery Oversight (Support Practice)

• Coordinates day-to-day managed services delivery across D365/Power Platform support teams, ensuring timely progress on incidents, service requests, problems, and minor enhancements
• Monitors and reports SLA/KPI performance (e.g., response/resolution performance, backlog aging, defect recurrence, CSAT) and drive corrective actions when targets are missed
• Provides leadership during high-severity incidents and critical business-impacting issues-ensuring clear client communication, internal alignment, and documented follow-through
• Identifies recurring issues and root causes; partner with delivery to implement service improvement plans, knowledge management, and prevention strategies

Account Strategy, Commercial Management & Growth

• Leads account planning activities including support roadmaps, budget alignment, demand forecasting, and prioritization with the account team and delivery leadership
• Identifies and advances opportunities within existing clients (additional support coverage, optimization, managed enhancements, advisory, training, or related D365/Power Platform services)
• Manages renewals, contract administration, and change requests; negotiate scope and commercial terms consistent with organizational standards and delivery capacity
• Tracks account financial performance in partnership with practice/account leadership; balance client outcomes, delivery quality, and profitability

Cross-Functional Leadership & Practice Contribution

• Facilitates consolidated communications between client stakeholders and internal teams (support, engineering, operations, security, project teams) to ensure clarity and accountability
• Supports, mentors, and guides associates/senior associates supporting client delivery; contribute to performance feedback and professional development activities
• Leads or participates in internal initiatives to improve support practice maturity (KPIs, reporting, playbooks, process improvements, tooling/ITSM enhancements)

Supervisory Responsibilities:

• Provides day-to-day leadership to support team members aligned to assigned clients, ensuring delivery consistency and a strong client experience
• May manage direct reports; provides coaching, development support, and input into performance evaluations
• Acts as a career advisor to associates and senior associates as assigned

Qualifications, Knowledge, Skills and Abilities:

Education:

• Bachelor's degree AND six (6) or more years of industry experience with ERP systems, required; OR
• High School Diploma/GED AND seven (7) or more years of industry experience with ERP systems, required

Experience:

• Six (6) or more years of experience in client relationship management and/or service delivery within B2B IT managed services, required
• Three (3) or more years of experience managing delivery against SLAs/KPIs and driving service improvement, required
• Experience in requirements discovery, roadmap planning, and advising clients on technology solutions/outcomes, required
• Experience coordinating cross-functional delivery teams and managing escalations in an operations/support environment, required
• Experience supporting and administering business applications in a managed services model such as Dynamics 365 (F&O, BC, CE, and/or Power Platform), required

License/Certifications:

• Microsoft D365 certifications, preferred

Software:

• Experienced with one (1) or more of the following Microsoft Dynamics 365 solution suite, required:
  • Customer Engagement (CE)
  • Finance & Operations (F&O)
  • Business Central (BC)
  • Power Platform (Power Apps, Power Automate, Power BI)
• Azure DevOps (ADO), required
• Proficient in the use of Microsoft Office Suite (Outlook, Teams, Excel, Word, PowerPoint), required
• IT Service Management (ITSM) platform experience within ServiceNow, preferred
• Client Relationship Management (CRM) platform experience within Microsoft Dynamics CRM, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities

• Strong client presence and ability to communicate effectively with both technical and business audiences
• Excellent organizational, prioritization, and multi-tasking skills; comfortable in deadline-driven environments
• Ability to assess and communicate risk, drive mitigation plans, and manage escalations calmly and effectively
• Strong business acumen, including comfort with renewals, change requests, and scope/terms negotiation
• Familiarity with services-oriented sales cycles and the ability to identify cross-sell opportunities within existing accounts
• Ability to travel as needed for client meetings and internal events

Keywords: Client Relationship Manager, Customer Success Manager, Service Delivery Manager, D365, Dynamics 365, Support, Managed Services, Finance & Operations, Finance and Operations, F&O, F&SC, Customer Engagement, CE, Business Central, BC, Power Platform, Technical Account Manager, business applications, Account Manager Microsoft, Dynamics, ERP, CRM, QBR

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $125,000 - $185,000
Maryland Range: $125,000 - $185,000
NYC/Long Island/Westchester Range: $125,000 - $185,000