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 current 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 (valuable to have) modules
Strong understanding of Email to Case Creation process,