Key Areas of Responsibility 1. CRM Ownership & Product Management • Own and govern Microsoft Dynamics 365 Sales and Customer Engagement (CE) as the single source of truth for commercial teams. • Gather business requirements and translate them into CRM enhancements, user stories, and feature improvements. • Prioritize development initiatives based on business objectives and user feedback. • Drive continuous improvement of CRM processes, workflows, and integrations across business systems. 2. Stakeholder Management • Partner with Sales, Marketing, Client Success, Leadership, and Operations teams. • Act as the primary business stakeholder for CRM-related initiatives. • Align cross-functional teams and manage expectations throughout project lifecycles. 3. User Adoption & Process Optimization • Increase CRM adoption and utilization across commercial teams. • Develop training materials, user guides, and best-practice frameworks. • Lead change management activities for system enhancements and new feature rollouts. • Optimize lead management, opportunity management, account management, and client engagement processes. • Ensure data quality, reporting consistency, and alignment with business operations. 4. Dashboarding, MIS & Business Insights • Define and track commercial KPIs with leadership teams. • Enhance pipeline reporting, sales forecasting, account intelligence, and activity tracking. • Build executive dashboards and recurring MIS reports. • Establish data quality controls and exception reporting. • Convert business and leadership requirements into actionable analytics and reporting views for sales reviews, campaign tracking, forecasting, and board-level reporting. Ideal Candidate Profile • Experience with Microsoft Dynamics 365 Sales/CRM. • Strong stakeholder management and business partnering skills. • Expertise in CRM process design, sales operations, and change management. • Knowledge of reporting, dashboards, MIS, and commercial analytics. • Ability to bridge business requirements and technology solutions. • Strong project management and problem-solving capabilities. Requirements Qualifications • 4-7 years of experience working with Microsoft Dynamics 365 Sales and Customer Engagement (CE) environments. • Prior experience in B2B SaaS, Financial Services, FinTech, Private Credit, Banking, or Capital Markets organizations. • Exposure to Sales Operations, Revenue Operations, Commercial Processes, Legal Workflow Tracking, and Client Lifecycle Management. • Demonstrated experience in driving CRM adoption programs across large and diverse user groups. • Strong documentation, business analysis, and process-mapping capabilities. • Excellent stakeholder management, communication, and change management skills. • Strong analytical and problem-solving abilities, with experience in reporting and dashboarding. • Microsoft certifications in Dynamics 365, Power Platform, or related technologies are preferred.