Customer Implementation and Engagement Manager

Position Summary

You will lead the day-to-day execution of implementation of the Carma platform for new customers, customization of customer environments and ongoing customer support as the interface between customer project leads and our internal development, data science, and support teams. You will make an important contribution to the analysis, design, and implementation of business performance approaches, developing tailor-made solutions and working closely with clients to ensure positive impact and sustainable results within Carma.

You will become an expert in the Carma Network and Digital Infrastructure Platform, drawing on functional and technical knowledge of the Power Platform, Dynamics 365 customer engagement apps, related Microsoft cloud solutions, and other third-party technologies. You will perform proactive and preventative work to increase the value of the customer’s investment and promote organizational health. This role requires the ability to identify opportunities and solve business problems.

You will have the opportunity to build on your proven leadership skills and leverage your interest in inspiring others and building strong relationships.  In a collaborative team setting, you will work closely with others but also autonomously with little direction.  Your superior analytical, quantitative and conceptual thinking skills and strong interpersonal and communication skills will ensure successful client projects and team performance.

Client project work typically includes gathering and analyzing requirements, formulating and testing solutions, and developing recommendations for presentation to client management. From there, you will implement those recommendations with support from internal development and client team members.

Job Type: Full time employment

Schedule: 40 hours/ week

Location: Denver, CO

Start date: Immediate

Compensation: $150-175k base salary, target 10% annual bonus, 401(k) with up to 3.5% match, stock options, group health insurance, RTD Ecopass, onsite gym membership

Responsibilities

• Manage data science team resources for customer data migration from retiring legacy systems and professional developers for integrations with existing legacy systems.

• Lead design and architecture sessions with key customer Carma users, gathering and documenting business processes and requirements for the system

• Balance customer user requests and requirements with technical constraints

• Assist with system administration and configuration (Microsoft Dynamics 365)

• Build and configure Dynamics forms, views, dashboards, workflows and Portals

• Communicate pro-code development requests to internal development team when appropriate solution to meet customer requirements.

• Perform testing of functionality before handing off for formal QA

• Document Carma solutions for customer training on new functionality

• Automate business processes with Microsoft Flow/Power Automate

• Troubleshoot user issues to support the Carma application and customer Portals, including fixing application issues or documenting bugs for internal development team.

Required Skills

• Be a good team player

• Desire to be engaged in a fast-paced organization

• Can analyze and solve complex problems quickly and creatively

• Understand Software design and implementation. Experience with program structure and design, including testing and event-driven programming

• 3 years of experience with Microsoft Dynamics 365 CE/CRM projects

• Demonstrate a strong technical background and be able to learn complex products and testing methodologies quickly, as well as able to troubleshoot issues with relative ease

• Strong understanding of and ability to configure Dynamics 365 security groups, roles and teams

Preferred Skills

• Familiar with Agile/Scrum methodologies

• Understand general software development methodology

• Participation on software project(s) with a team of 5 or more

• Knowledge of the O365 platform as it pertains to feature sets that integrate with Dynamics 365 solutions including Azure AD, SharePoint, Exchange, Power BI or Azure

• Design, development, testing of Microsoft Power Automate Flows

• Microsoft Certifications on Dynamics 365 CE/CRM