Customer Engineer - Biz Apps (Dynamics 365, Power Platform) at Microsoft

Responsibilities
Customer Impact- 40%

• Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them.
• Engages in strategic service delivery planning, in partnership with the account team, to strengthen targeted customer relationships and support accurate customer contactability for surveys.
• Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.
• Seeks information about the underlying needs of customers and recommends service delivery to meet those needs.
• Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.
• Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
• Provides the most effective method of service delivery by analyzing trends and common themes across customers.
• Builds plans that consider potential obstacles and immediate and long-term consequences.
• Demonstrates expertise in a specific solution, or several products, feature functions, or services.
• Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.

Business Impact - 40%

• Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
• Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.
• Prioritizes Managed IP/Community IP re-use where appropriate to accelerate customer outcomes
• Contributes to IP creation and updates by identifying gaps through delivery
• Participates in relevant communities to share expertise and learn from others

Individual Impact - 20%

• Consistently applies “lessons learned”, model personal accountability & teamwork.
• Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
• Understands the portfolio of Support offerings and contribute & participate in customer and internal meetings to articulate value.
• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
• Demonstrates Self Learner mindset through alignment of individual skilling to team/area demands and continuous upskilling to align to Customer Success goals
• Ensures delivery meets/exceeds all operational excellence guidelines and best practices

Qualifications
Required:

• We expect candidates to have experience across one or both of the following technologies (preferably across multiple versions, including on-premise or online deployments):
• Microsoft Dynamics 365 Customer Engagement:
• Sales
• Marketing
• Customer Service
• Field Service
• Power Platform
• Power Apps
• Power Automate
• Dataverse (Formally the Common Data Service)
• Candidates should be experienced in implementing, customizing, operating, maintaining and/or troubleshooting Dynamics 365 or Power Platform environments, ideally in multiple industries
• Face-to-face customer engagement experience
• Good understanding of application life-cycle management and governance processes

Preferred

• We would like candidates to have already achieved one or more Microsoft Certifications - Microsoft Dynamics 365 and Power Platform certification - preferred but not required at hire; however completing at least one of these will be expected within 6 months of hire.
• Working knowledge of integrations, Azure products and offerings is preferred but not required
• Experience in .NET languages (C#) and JavaScript would be preferred but not required