Country:

Singapore

Cities:

Singapore

Area of expertise:

Customer Relationship Management (CRM)

Job Description

As a CRM Solution Architect, you will be a CRM thought leader and solution architect. You will be responsible for working with clients and leading Avanade delivery teams in planning, designing, building, testing, and maintaining CRM solutions.

Key Role Responsibilities:

Day-to-day you will:

  • Lead and review your team's work across all phases of Avanade projects (e.g. Plan, Analyze, Design, Build and Test) 
  • Direct efforts to defining technical, operational, and user requirements 
  • Liaise effectively between customers, IT staff, and business partners to ensure high quality and timely resolution of customer issues
  • Research customer issues that may be non-standard in order to offer solutions
  • Design conceptual architecture and technical solutions
  • Ensure project quality meets standards through KPI identification and testing plan
  • Own partnership with cross-functional technology and design teams to ensure consistent, beneficial client interaction, and solution delivery
  • Ensure off-shore resources are utilized and leveraged appropriately
  • Take active role in sales activities and planning as required
  • Lead continuous improvement efforts to proactively identify potential challenges to customer success and business productivity

Key Role Skill & Capability Requirements:

You are likely a great manager with vast CRM experience. You understand the nuts and bolts of CRM systems and, more importantly, you know how to connect with clients and lead a team to reach its goals. You are organized, energetic, and as comfortable in front of a board room as in front of a white board with your development team. 

Technical Requirements

  • Understanding of common industry standard business practices supported by CRM 
  • Extensive experience with CRM or another business management software (Microsoft Dynamics preferred)
  • Experience working in a Software as a Service (SaaS) environment, Microsoft SQL, HTML, Microsoft ASP, Microsoft .Net, and etc.
  • Basic understanding of relational database concepts desired

Has a deep understanding of technical architecture that supports the business application to be implemented. In particular, understands the following:

  • Microsoft Dynamics-specific development environments
  • Dynamics CRM application and platform configuration/extensions capabilities and constraints
  • Integration of Dynamics to other applications
  • Dynamics hardware sizing and architecture
  • Network and operating systems
  • Server technologies – Microsoft® SQL Server™ database, Reporting Services and Analysis Services, 3-tier architecture, web servers, and so on.
  • Internet technologies – Microsoft® Internet Information Server (IIS), Microsoft® BizTalk® Server, firewalls, and so on.

Non-Technical Requirements

  • Excellent client management skills and the ability to work with customers to develop and manage an action plan
  • Experience consulting with external clients on complex projects, including in leadership roles
  • Experience working with global teams on CRM technology implementation and maintenance projects
  • Experience in a management or leadership role. 
  • Experience working with offshore teams to facilitate project work
  • Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form
  • Self-starter and able to work independently with minimal supervision

Preferred Education Background:
Bachelor's degree in a relevant field, such as Information Technology, Business Technology, or Engineering. 

Preferred Years of Work Experience:
Minimum of 10+ years of relevant CRM solution experience

Scope of Work:

Nature of Work: Creates and implements work plans for assigned projects, programs, and/or clients against established operational objectives; supports translation of group strategy into objectives and work plans.
Scope of Work: Provides operational leadership for work efforts requiring significant coordination.
Complexity: Complex problems that consistently span work domains, requiring considerable judgment of contextual factors.
Discretion: Wide latitude in approach to work, including ability to reshape work plans, guided by professional best practices and domain expertise.
Organizational Impact: Work efforts have significant impact on near- and medium-term Avanade and/or client operations. If client-facing, should contribute to client-relationship and sales outcomes.
Supervision Received: Works independently, with occasional validation of work efforts against strategic and operational objectives. Significant latitude in judgment & approach.
Supervision Provided: Mentors and manages work efforts of more junior colleagues and team members as required by various workstreams; may formally supervise work of project teams. If managing team(s) of more junior employees full-time, then refer to the People & Business Leadership leveling criteria. Often serves as Career Advisor.
Knowledge Applied: Applies advanced knowledge of learned occupation / discipline and strong business operational acumen.

Accountabilities & Metrics:

  • Chargeability target
  • Personal goals
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About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.