Area of expertise:

Customer Relationship Management (CRM)

Job Description

As a CRM Support Analyst, you will leverage technical and operational expertise to ensure work delivered meets client accounts'/contracts' targets and TC/MU. You will be familiar with at least one leading commercial CRM system and assist Avanade delivery teams with CRM solution planning, analysis, designing, building, and testing. You will perform work out of a delivery center; while you may interact with the client IT organization directly at times, you will rarely, if ever, be on-site with the client. This role may work through other dedicated Service Delivery professionals in the organization on larger, more complex accounts.

Key Role Responsibilities:

Day to day you will:

  • Partner with technical delivery center team, acting as bridge to clients or Service Delivery team member
  • Leverage project workplan to ensure timely deliverables that meet quality performance 
  • Track problems and issues, escalating as necessary to delivery lead 
  • Participate in project meetings with delivery center team 
  • Assist across all phases of Avanade projects (e.g. Plan, Analyze, Design, Build, and Test)
  • Drive continuous process and client outcome improvement 
  • Monitor and analyze quality metrics and client satisfaction through available escalation/complaint tools 
  • Research customer issues that may be non-standard in order to offer solutions

Key Role Skill & Capability Requirements:

Your technical skills may include:

  • Understanding of common industry standard business practices supported by CRM 
  • Understanding of CRM or another business management software (Microsoft Dynamics preferred)
  • Some knowledge of software in a Software as a Service (SaaS) environment, Microsoft SQL, HTML, Microsoft ASP, Microsoft .Net, and etc.
  • Knowledgeable of at least one software development methodology (e.g., Agile, Scrum, SDLC, Waterfall) 
  • Knowledgeable of Microsoft platform technologies and tools 
  • Understanding / Certification of ITIL methodologies

General Knowledge & Skills: 

  • Clear and concise oral and written communication 
  • Customer oriented attitude, with great presentation and interpersonal skills"
  • Experience in Application support
  • Experience working with global/offshore teams

Preferred Certifications:
ITIL certification considered valuable

Preferred Education Background:
Bachelor’s degree in a relevant field preferred

Preferred Years of Work Experience:
You will likely have 2+ years of service management experience in an IT environment, especially for external clients; experience delivering technical for IT service projects may suffice

Scope of Work:

Nature of Work: Provides technical, administrative, or operational support with developed understanding of processes, procedures & best practices.
Scope of Work: Primarily focused on own work, and execution of prescribed work plans.
Complexity: Slightly more complex assignments that are usually amenable to standard processes and routines.
Discretion: Some discretion in how work is approached, but still primarily delivering work aligned to standard processes.
Supervision Received: General oversight from more senior colleagues / managers.
Supervision Provided: Provides informal supervision to less experienced colleagues on routine matters.
Knowledge Applied: Applies basic knowledge of a learned occupation / discipline, or strong understanding of organizational policies and processes.

Accountabilities & Metrics:

  • Chargeability
  • Personal goals
Apply now

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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