Crowe
Microsoft Dynamics Customer Engagement Manager
Crowe, Fort Wayne, Indiana, United States, 46804
Your Journey at Crowe Starts Here
At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well‑being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80‑year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI‑enabled insights and technology‑powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.
Job Description At Crowe, you’ll help clients transform their customer‑facing operations through Microsoft Dynamics 365 Customer Engagement (CE). We combine deep industry specialization with technology expertise to deliver real value—optimizing business processes, improving customer experiences, and enabling scalable technology solutions. If you’re someone passionate about bridging business and technology and delivering high‑impact CRM implementations, this is your role.
What You’ll Do
Lead and/or support full lifecycle implementations of Microsoft Dynamics 365 CE, including requirement gathering, solution design, configuration, testing, deployment, and post‑go live support.
Work with clients (Sales, Customer Service, Marketing, Field Service, etc.) to understand customer journey / customer engagement process flows, pain points, desired outcomes; translate business requirements into CE configurations or enhancements.
Define functional specifications, design business process maps, and develop best practices around customer‑facing operations.
Provide guidance on Dynamics CE features: entities, forms, views, business rules, workflows / Power Automate flows, security model, integrations, data migrations.
Collaborate with technical teams (developers, integration specialists, data engineers) to ensure non‑standard requirements are addressed with high quality solutions.
Lead / assist training, change management, user acceptance testing, and cutover to the new system.
Serve as subject‑matter expert for CE within client engagements, helping deliver recommendations for improving operating model, user adoption, extensibility, scalability.
Contribute to internal initiatives: share lessons learned, develop accelerators / templates, help grow Crowe’s CE capabilities.
Required Qualifications
Proven experience implementing Microsoft Dynamics 365 Customer Engagement (CRM) solutions in roles where you handled functional discovery, configuration, customer process design.
Strong understanding of customer lifecycle / customer engagement processes (e.g., sales pipeline management, service case management, marketing automation, omnichannel service, field service).
Solid hands‑on skills in configuring Dynamics CE: entities, workflows/business rules, security, integration points, data migrations.
Excellent ability to engage with stakeholders across levels (end users, managers, executives), facilitating workshops, gathering requirements, and driving consensus.
Strong communication skills—both verbal and written. Ability to document functional designs, test plans, training materials clearly.
Experience with Power Platform tools (Power Automate, Power Apps, Power BI) is a plus.
Preferred Qualifications
Microsoft certifications relevant to CE / CRM (e.g., MB‑200 / MB‑210 / related).
Experience working in a consulting environment, with multi‑client, multi‑industry exposure.
Familiarity with change management, user adoption best practices.
Experience with integrating CE with ERP or other enterprise systems.
Comfortable with moderate travel (if role demands on‑site client work).
Why Crowe
Opportunity to work on impactful Microsoft CRM engagements across industries in a firm known for combining technology, consulting, and industry specialization.
Career growth through mentorship, internal learning programs, and exposure to broad engagement types.
Collaborative culture aligned with Crowe values: Care, Trust, Courage, Stewardship.
Competitive compensation and benefit package.
We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Crowe, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,400.00 - $204,100.00 per year.
Crowe will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. Please visit our webpage to see notices of the various state and local Ban‑the‑Box laws and Fair Chance Ordinances, where applicable.
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Job Description At Crowe, you’ll help clients transform their customer‑facing operations through Microsoft Dynamics 365 Customer Engagement (CE). We combine deep industry specialization with technology expertise to deliver real value—optimizing business processes, improving customer experiences, and enabling scalable technology solutions. If you’re someone passionate about bridging business and technology and delivering high‑impact CRM implementations, this is your role.
What You’ll Do
Lead and/or support full lifecycle implementations of Microsoft Dynamics 365 CE, including requirement gathering, solution design, configuration, testing, deployment, and post‑go live support.
Work with clients (Sales, Customer Service, Marketing, Field Service, etc.) to understand customer journey / customer engagement process flows, pain points, desired outcomes; translate business requirements into CE configurations or enhancements.
Define functional specifications, design business process maps, and develop best practices around customer‑facing operations.
Provide guidance on Dynamics CE features: entities, forms, views, business rules, workflows / Power Automate flows, security model, integrations, data migrations.
Collaborate with technical teams (developers, integration specialists, data engineers) to ensure non‑standard requirements are addressed with high quality solutions.
Lead / assist training, change management, user acceptance testing, and cutover to the new system.
Serve as subject‑matter expert for CE within client engagements, helping deliver recommendations for improving operating model, user adoption, extensibility, scalability.
Contribute to internal initiatives: share lessons learned, develop accelerators / templates, help grow Crowe’s CE capabilities.
Required Qualifications
Proven experience implementing Microsoft Dynamics 365 Customer Engagement (CRM) solutions in roles where you handled functional discovery, configuration, customer process design.
Strong understanding of customer lifecycle / customer engagement processes (e.g., sales pipeline management, service case management, marketing automation, omnichannel service, field service).
Solid hands‑on skills in configuring Dynamics CE: entities, workflows/business rules, security, integration points, data migrations.
Excellent ability to engage with stakeholders across levels (end users, managers, executives), facilitating workshops, gathering requirements, and driving consensus.
Strong communication skills—both verbal and written. Ability to document functional designs, test plans, training materials clearly.
Experience with Power Platform tools (Power Automate, Power Apps, Power BI) is a plus.
Preferred Qualifications
Microsoft certifications relevant to CE / CRM (e.g., MB‑200 / MB‑210 / related).
Experience working in a consulting environment, with multi‑client, multi‑industry exposure.
Familiarity with change management, user adoption best practices.
Experience with integrating CE with ERP or other enterprise systems.
Comfortable with moderate travel (if role demands on‑site client work).
Why Crowe
Opportunity to work on impactful Microsoft CRM engagements across industries in a firm known for combining technology, consulting, and industry specialization.
Career growth through mentorship, internal learning programs, and exposure to broad engagement types.
Collaborative culture aligned with Crowe values: Care, Trust, Courage, Stewardship.
Competitive compensation and benefit package.
We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Crowe, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,400.00 - $204,100.00 per year.
Crowe will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. Please visit our webpage to see notices of the various state and local Ban‑the‑Box laws and Fair Chance Ordinances, where applicable.
#J-18808-Ljbffr