Roles and Responsibilities
CRM Customer Service Module PO
- Collaborating with stakeholders to establish a product vision that aligns with business objectives
- Securing stakeholder buy-in for major decisions and strategies, and providing explicit instructions and deliverables to developers
- Designing the product roadmap to outline the vision, priorities, and direction for the product offering over time.
- Partnering with business stakeholders to facilitate workshops, lead discovery sessions, and understand business requirements, offering recommendations for meeting these requirements with the proposed product
- Assisting clients in envisioning potential business solutions using Dynamics CRM
- Prepare functional requirements document, test case document for new projects
- Accountable for functional testing and documentation of results for all new projects / change requests / BAU items
- Create Product Backlog items by and collaborating closely with the development team to transform business requirements into user stories in Azure Devops
- Liase with the development team to ensure the product roadmap is delivered on time
- Conduct monthly catch-up calls with the Functional Manager to assess the status of module processes and ensure thorough review before implementation.
- Contribute towards the stability of the application by inspecting and evaluating product progress and gathering feedback at each iteration and adapts the product backlog based on that feedback.
- Conducting user training sessions to enhance user confidence in using the system and promoting user adoption by ensuring adherence to best practices
- Prepare training guides to educate the users with the functionality of the application
Experience-
- Minimum 5 years of experience in Microsoft Dynamics CRM – Customer Service (must) and Sales (good to have) modules
- Strong understanding of Email to Case Creation process,