Manager CRM Support Team - Microsoft Dynamics 365 + Power Platform

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Manager CRM Support Team - Microsoft Dynamics 365 + Power Platform

Get To Know The Team:
 

The Support team (also known as Product Consultants) is a dynamic team that works closely to resolve issues on both the Dynamics 365 platform and the broader Power Platform – mainly in Power Automate. We have team members in both our US and Canada office locations. Our hybrid work model allows team members to work from home with a minimum in office monthly policy (currently) of 6 days.

We are looking for an experienced individual to join our team in the role of Manager to lead this team and to act as an escalation point to support clients on our Microsoft Dynamics 365 CRM product (called 'Engage') and Power Platform.
 

Ideally you are ambitious, a great leader, self-motivated and an excellent problem solver.  The successful candidate will be a conscientious worker with a record of success, who has demonstrated they can work collaboratively with others within the organization and with our clients. Preference will be given to those with previous experience working on or managing a ticket based support team.
 

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!
   

What You Will Get To Do:

• Manage a team of support consultants on the Dynamics 365 + Power Platform apps
• Provide an escalation point for business and technical support for our customers and internal staff on Salentica Engage (DYN365) and the Power Platform. Manage support incidents using our client portal and incident management processes to exceed client expectations and service level agreements.
• Escalate product issues with development team, account managers, and external support as needed.
• Acquire and maintain on-going knowledge and expertise of Salentica Engage + Dynamics 365/Power Platform.
• Facilitate creation of knowledge base articles for internal and external consumption.
• Provide guidance and expertise to clients on industry best practices.
   

What You Will Bring:

• Dynamics 365 or similar CRM experience highly desired
• 2-3 years’ experience in a structured technical support environment preferred (experience working with a ticketing system).
• Methodological problem identification and solving skills; ability to assess an issue to provide solutions and recommendations.
• Outstanding customer service skills, organization, and time management
• Excellent oral and written English communication skills.
• Self-motivated; able to grasp concepts quickly with minimal supervision, take ownership of problems and follow them through to completion.
• Microsoft Dynamics Certification and/or Wealth Management experience an asset, but not required.
• Bachelor's/Associate's Degree (in an IT or related field is highly desirable but not required).
• ITIL or similar industry certification desirable but not required
   

What will set you apart? 

• Proven ability in working in a fast-paced customer service/support environment.
• Ambition and self-motivation.
• Detail-oriented and ability to resolve issues for clients and internal stakeholders.
• Strong analytical and problem-solving skills.
• Outstanding communication skills; both oral and written.
   

Thank you for your interest in SS&C! To further explore this opportunity, please apply through our careers page on the corporate website at www.ssctech.com/careers.
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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.