Our values are the heartbeat of our organization and we live, breath and play by them every day. Join our team as a Microsoft Dynamics CRM Administrator and experience the satisfaction of being part of a unique culture where we encourage you to bring your personality to work, and color outside the lines.
As a Percepta team member, you can expect:
•Career growth and lots of learning opportunities for aspiring minds
•Diversity - be a part of our growing diverse and community-minded organization that is all about having fun and working hard
•Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness.
Our Company Values
•Culture of Service - We treat every touchpoint as an opportunity to make it easier for others.
•Teamwork – We promote effective teamwork and open communication.
•Respect – We treat people with dignity and respect team members, clients and customers.
•Proactive – We act – not react.
The Microsoft Dynamics CRM Administrator is a key team member supporting the enhancement of our CRM system. The CRM Administrator will serve as a liaison between technology, reporting and operations to create, customize and improve views and reports within the CRM Application.
•Creating views and dashboards based on feedback from Operations
•Working with business owners on enhancement requests and teaching them how to utilize existing functionality as effectively as possible
•Operational configuration maintenance
•Working with CX Customer Relations Center (CRC) Operations and technology teams regarding requirements gathering, integration, testing, Change Requests, deployment, and support of other CX and support application and systems.
•Computer Telephony Integration (CTI)
•Other applications and systems as identified
•Working with CRC Operations and technology teams regarding changes needed to support new views and dashboards
•Resolve information gaps in the database
•Act as Dynamics CRM Subject Matter Expert (SME)
•Configuration updates and maintenance
•Data updates and maintenance (users, teams, case classifications, etc.)
•Dashboard creation and maintenance
•Troubleshoot system functionality/performance issues
•Participate in fully defining system change requirements
•Participate in system change testing and validation
•Work directly with operations teams to define system update opportunities
•Facilitate targeted data pulls and analysis to assist the business Ideally from Global Data Insight & Analytics (GDIA) systems. MS Dynamics CRM and Percepta data warehouses.
•Assist with analysis of the data for the team, or identifying and providing appropriate data to the team member who will handle analysis
•Business Case Development to drive system change to support the business, including collating data, subjective, and objective feedback (i.e. Focus Group data and system reporting) to help enable prioritization and drive improvement
•Bachelor’s Degree preferred but AA/AS will be considered with additional work experience – Information Technology
•5-7 years’ experience working with CRM software
•Minimum of 2 years working with Microsoft Dynamics CRM
•Microsoft Dynamic CRM 365 customization/configuration skills including:
•Views and dashboards
•Experience using and supporting Microsoft Dynamics to include:
•Unified Service Desk
•Excellent Communication Skills
•Strong attention to detail
•Ability to work cross-functional
•Microsoft CRM training and certification valued
•Ability to build rapport and work one on one with end-users
•Ability to learn the business enough to help guide end-users through the process
•Demonstrated history of meeting deadlines and reliably maintaining systems
•Strong customer interface skills and the ability to build and sustain ongoing customer relationships.
•High level of initiative and dedications
•Ability to work independently in a fast-paced dynamic environment
•Programming and development experience with SQL reporting, using Microsoft Business Intelligence (BI) report development software (primarily “SQL Server Business Intelligence Development Studio”, which is an add-on to “Visual Studio 2008”) a plus
We are a global contact service provider that uses a blend of technology and expertise to aid our clients in creating exceptional experiences for their customers.
The auto industry is our sweet spot and our clients are heavy hitters! We are proud to work with clients that manufacture automobiles and provide auto-adjacent products and services, like phone connectivity, apps that enable customers to liaise with dealerships, and roadside assistance support.
We team up with clients to provide a culture of service that simplifies every touchpoint in the customer journey internally and externally. We do this by providing frictionless and easy experiences that solve their auto-related problems. We strive to understand each step of the customer journey, so we know what it’s like to walk in our customers’ shoes and what’s needed to provide them the best experience possible.
Even though we are a big company, we haven’t lost our boutique-like approach when working with clients, their suppliers, dealers and distributors by offering assistance with talent placement, marketing, sales and administration.