Professional Direct Delivery Manager
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Sonata Software Overview
Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Sonata s Platformation methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers. A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata s software portfolio includes the Brick & Click Retail Platform , Modern Distribution Platform , Rezopia Digital Travel Platform , Kartopia E-commerce Platform , Halosys enterprise development automation Platform , CTRM Commodity Trading and Risk Management Platform and KODO - AI Powered Customer Experience (CX) Platform. Sonata s Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise. As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata s people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.
Role: Professional Direct Delivery Manager
Location: Remote in US (Preferred Redmond,WA)
Job Type: Full-Time Permanent
Note: Working hours as per Japanese hours
Job Description:
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of highly dedicated professionals who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.
Professional Direct for Microsoft Dynamics 365 & Power Platform is a Microsoft service & support offering targeted at mid-sized customers and ISVs. This is a customer facing role and would require the individual to act as a Dynamics 365- CE/CRM Expert/ Technical Specialist.
RESPONSIBILITIES SUMMARY:
- Help customers adopt the services by providing lite advisory support on migration, architecture, development, and deployment topics by answering simple how to questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint.
- Identify incident trends (by customers) and help customers with root-cause analysis of these trends as able based on required access to tools, reports and teams
- Help drive improved support CPE for customers using Microsoft Dynamics 365 CE and Power Platform services
- Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Power Platform onboarding self-service resources
- Serve as the primary contact for Professional Direct for Dynamics 365 CE and Power Platform customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (Worldwide).
- As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones.
- Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
- Work in collaboration with multiple Microsoft teams including Dynamics 365 CE and Power Platform Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets
- Create and deliver new IP for Professional Direct (i.e. webinars, tips & tricks, takeaways)
- Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
- Listen to and communicate the voice of the customers within Microsoft
- Provide training and documentation feedback, updating role documentation as needed
Job Details:
- Serve as in-house technical expert with a focus on helping our customers increase adaptability to Dynamics 365 CE and Power Platform products by providing advisory services.
- Provide technical guidance on new features, functionalities and encourage customer adoption.
- Help the customers Drive the deployment on Dynamics 365 CE and Power Platform and increase their consumption of the platform by providing deployment guidance, supporting development of the customer s adoption models, and providing appropriate recommendations to overcome blockers.
- Be a proven self-starter who takes ownership of opportunities, works independently, manages multiple simultaneous tasks, and deals well with ambiguity and last-minute changes
- Have the ability and passion necessary to maintain technical excellence with emerging technologies, including competitive technologies, while continuing to manage customer opportunities
- Coach and mentor PDMs to raise the technical ability of the rest of the team, and/or to become certified in required Dynamics 365 CE & Power Platform certifications.
- Technical Specialist will be responsible to collate and provide information on the product and trending customer issues/challenges with the team.
- Drive auditing of Case Notes and Tagging for future searches in Case tracking tool & maintain Knowledge Base.
- Have a commitment to customer and partner satisfaction, ability to thrive in a competitive team environment
- Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
- Provide training and documentation feedback, updating role documentation as needed
- Strong functional & technical knowledge concerning the Dynamics 365 CE
- Excellent Communication and customer handling skills
- Good understanding of Dynamics 365 CE applications
QUALIFICATION AND EDUCATION REQUIREMENTS:
Required Skills:
- Over 3 years Dynamics CRM consultancy experience
- Strong understanding of Microsoft Dynamics 365, Dynamics CRM 2016/2015
- Experience of providing Pre-Sales Demonstrations
- Experience of working on full life cycle implementations & configurations across multiple versions of Dynamics CRM/365
- Excellent communication and problem-solving skills
- Excellent understanding and knowledge of core Microsoft Dynamics CRM/365 modules
- Microsoft SQL Server understanding
- Ability to create high quality functional documentation and strong requirements gathering skills.
- MS Data verse and Dynamics 365 model driven apps.
- Experience in development/integrations utilizing Power Platform and SharePoint Online
Preferred/Desired Skills:
- Power Platform Apps
- CRM Plugins.
- .Net/C#/JAVA
- Customer Insights
- Industry vertical knowledge
- Good knowledge of Microsoft SQL or related Database technology
SOFT SKILLS
- [1st] Strong communication skills in both spoken and written JAPANESE
- Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects, Development & Test Management, Support Engineers)
- [2nd] Passion for customer advocacy in a technology domain.
- Demonstrated strong stakeholder management, communication and executive presentation skills
- Ability to navigate difficult conversations and drive effective solutions to business problems
- Holistic solution, design and architecture skills
- Ability to work independently
EXPERIENCE (Preferred)
- 5+ Years of Industry experience
- 2+ related experience in technical consulting role
EDUCATION/CERTIFICATION
- SC, BE, B. Tech in CS or IT
- The candidate should have Dynamics 365 CE/CRM Intermediate level certifications or be able to get them within the first 30 days
- Should stay current on the required Dynamics 365 certifications, as well as new certs that are relevant.
Why join Sonata Software?
At Sonata, you ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what s possible. To build never seen before solutions to some of the world s toughest problems. You ll be challenged, but you will not be alone. You ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.
