Microsoft Dynamics 365 Customer Support Manager

Western ComputerERP and CRM

United StatesFull-TimeManager

SalaryCompetitive OTE ranging from $130k - $160k USD per year

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Job Details

Experience: Three to five years of experience managing a customer service or support team, including direct supervision of individual contributors.
Required Skills: Microsoft DynamicsCRM

Have three to five years of experience managing a customer service or support team.
Have directly supervised individual contributors.
Bring hands-on experience delivering customer support for ERP and CRM solutions; Microsoft Dynamics is strongly preferred.
Have a working command of service management methods and metrics, including utilization, service level performance, and capacity planning.
Have a track record of leading and mentoring high-performing teams.
Be able to think strategically and translate plans into actionable work for the team.
Have written and verbal communication, negotiation, and presentation skills.
Be organized and detail-oriented, with the ability to manage competing priorities.
Be aware of current technology trends and their application to customer service delivery.
Consulting, partner, or managed services experience delivering support against contracts and service commitments is preferred.
Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform is preferred.
Relevant Microsoft certifications are preferred.

Own the end-to-end support process and ensure issues are worked and resolved within committed targets.
Coordinate consulting, development, and vendor support channels to resolve complex, high-visibility, or at-risk issues.
Design and refine support processes, intake standards, and knowledge resources.
Monitor ticket volume, aging, and categories to identify systemic problems and drive permanent fixes.
Build relationships with client stakeholders and gather feedback on support expectations.
Lead, coach, and develop the support team, including one-on-ones and performance management.
Manage team scheduling, coverage, and capacity against service commitments.
Prepare and present regular updates on support metrics, team performance, and customer satisfaction.
Use data to prioritize improvement work and build business cases for tooling, staffing, or process changes.
Track departmental profitability drivers, including billable utilization and contract scope, and flag risks to leadership.

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