Senior Consultant, Client Care (D365 Customer Engagement)

Position Title: Senior Consultant, Client Care (D365 Customer Engagement)
Location: United States/Canada
Team: Client Care
Reports to: Manager, Client Support Services

Position Overview

Provide senior-level support to ArganoArbela’s D365 Customer Engagement (CE) clients, as well as act as the project manager for CE clients in Client Care.  The Senior Consultant, Client Care is responsible for supporting clients from the initial intake of a reported issue, providing functional support, and supporting the client through to issue resolution and reporting.

Key Responsibilities

Key responsibilities are:

  1. Troubleshoot and resolve support cases at the senior consultant level
  2. Ensure progression and resolution of open support tickets, escalating within ArganoArbela or with client as required
  3. Understand requirements for enhancement requests, author related Functional Design Documents, collaborate with technical resources for development work, and coordinate with client through to deployment
  4. Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
  5. Act as Project Manager for client care clients
  6. Send weekly/monthly PowerBI (PBI) reports for hours consumed to the client
  7. Prepare monthly/quarterly client status reports for Director, Client Care
  8. Set up Work Breakdown Structures (WBS) for projects, review and approve timesheets
  9. Maintain and improve ArganoArbela customer care team’s knowledge base
  10. Assist with implementation project work as required
Required Qualifications, Experience & Skills
  • Three (3) + years of experience in CE implementation and support
  • ‚ÄčExperience building, maintaining, and troubleshooting Power Automate flows
  • Working knowledge of Power Platform (Including power automate and portals), Azure, Office 365, Azure Data Factory and other related technologies.
  • ‚ÄčSolid grasp of migration, integration D365 line of business application capabilities and CE technical and functional capabilities
  • Proven ability to work with, and contribute to, a virtual team of functional/technical consultants working from different locations (including offshore)
  • Strong interpersonal and communication skills
  • Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
  • Effective multitasker who can work on a variety of issues at the same time
Additional Qualifications & Skills
  • Demonstrated ability to work in a constantly changing environment with limited direction
  • Bachelor’s Degree in Information Systems Management, Computer Science, or related field
  • Ability to ‘get things done’ across the breadth of own organization
  • Familiar with Agile and hybrid implementation methodologies
  • Experience working with a multicultural and/or multilingual team across several time zones
  • Strong functional knowledge of CE Sales, Service, Field Service (FS) and related applications, including current certifications
  • Project Operations functional knowledge
  • High level technical knowledge of CE Sales, Service, FS and related applications
  • Working knowledge of Power BI (PBI)

To apply, please email your cover letter and resume to careers@arbelatech.com.