• Who is the customer?
• What problem is our solution addressing?
• What gaps exist between the current solution and customer expectations?
• How do we drive the best customer experience?
• Does the solution meet the business need in addition to the user experience?
• What is the plan for engaging marketing, training, and the field for customer adoption?

Qualifications: (Specify type and quantity of experience, education and knowledge required).

Education:

Minimum Required:

• Bachelor’s degree in information technology or related field required. Or equivalent work experience.

License/Certification:

Minimum Required:

Preferred:

Knowledge, Skills and Abilities:

• Travel Required: Up to 25% based on organization and department priorities
• Balance of technical knowledge and business acumen.
• Familiarity/experience with the Dynamics 365 Platform, particularly the Field Service application/modules.
• Customer Centric mind set.
• Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively.
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.
• High degree of organization, individual initiative, and personal accountability.
• Experience creating collateral to help with training, marketing and adoption of products and solutions.
• Experience building a network of champions in customer environments who can adopt and advocate for product/solution rollouts and improvements.
• Experience working in a fast-paced solution delivery environment; familiarity with agile methodologies.

Customer

• Connect with the customer and seek feedback. Identify gaps in the solution and apply that feedback to future product improvements.
• Translate business requirements into application/system solutions.
• Key point of contact for the customer back into the IT team.
• Manage customer expectations and ensure prompt and complete customer service; build networks with internal and external customers and the vendor community.

• Works with user-focused departments to define the self-service user experience, support, and monitoring for customers.
• Partners with stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization.
• Lead the D365 User Forum to establish a feedback loop from the field using the platform daily.

• 
  Product Awareness and Adoption
  
  • Product advocacy and ongoing engagement with training and marketing/communications to develop and deliver product tips, tricks, feature overviews, new capability rollouts, FAQs, KB articles.
  • Build collateral to drive product adoption.
  • Identify champions amongst the customer base who can be leveraged to drive usage and adoption of the product; train the trainer concept.
  • Participate in Dynamics 365 User Communities to collaborate with other Field Service users.
  • Work closely with the Microsoft Account Team and Technical Specialists to stay in the know on upcoming product enhancements and releases. Use this information to forward plan Field Service rollouts

IT/Support/Development Team Engagement

• Define business process solutions for translation into technical solutions; participate in the design of technical requirements.

• Develops product roadmap in partnership with architects and IS leaders.
• Translates product roadmap features into well-defined product requirements including features, user stories, and acceptance test criteria.
• Work with the support team/help desk to identify trends in product issues and work toward proactive problem management.
• Participate on the IS Change Advisory Board and help review and approve upcoming changes and potential impact.