SAP CRM Functional Lead

3 weeks ago

Toronto, Canada High Cliff Partners Inc. Full time

Our Toronto based client is seeking an experienced SAP CRM Functional Lead to join their organization on a permanent full-time basis. This will be a hybrid work setting with the exact amount of on-site days required.

  • As a Functional Lead for CRM, you will be responsible for leading the design, development, and implementation of CRM solutions (Microsoft Dynamics 365 Sales, Field Service Management) for business units and sales teams.
  • Work closely with the business stakeholders to understand their requirements, challenges, and goals, and translate them into effective CRM solutions that align with strategic objectives.
  • Previous experience with integration to SAP and other enterprise systems, and ensure that the CRM solutions are scalable, secure, and compliant with standards and policies.
  • Coordinate and collaborate with the Solution Architect, CRM technical team, the SAP team, and other IS teams to ensure the integration and interoperability of CRM solutions with other enterprise systems and applications.
  • Provide training, support, and guidance to the CRM users and administrators, and troubleshoot and resolve any CRM issues or incidents.
  • Monitor and evaluate the performance, usage, and adoption of CRM solutions, and provide feedback and suggestions for continuous improvement and enhancement.
  • Stay updated with the latest CRM trends, technologies, and best practices, and identify and implement opportunities for innovation and optimization.
  • Work with internal application security team to ensure that correct application access roles and permissions are created and maintained.
  • Configure application functionality for any requirement/enhancement.
  • Document and execute Unit Testing and System Integration testing.
  • Coordinate with the QA Lead and QA Team to ensure appropriate QA testing.
  • Provide support and expertise after go-live of the initial rollout projects.
  • Comply with Application and IS change management processes and expediate changes as needed for high priority issues.
  • Work closely and productively with application support/implementation vendor for day to day work or any other work.
  • Participate in Internal, Customer and Regulatory Audits if required.
  • Strong multitasking skills with ability to manage multiple deliverables and projects at the same time.
  • Excellent communication skills and strong interpersonal skills.
  • Drive an inclusive culture to promote equity, welcome different perspectives, and enable career progression by fostering a sense of belonging.
  • Workflow design, connecting the technical specs with the business process and vice versa.

 


  • University Degree in Computer Science or related area from an accredited institution.
  • Minimum 5 years of experience in CRM functional analysis, design, configuration, and implementation, specifically with Microsoft Dynamics 365 Sales and Field Service Management.
  • Certification in Microsoft Dynamics 365 Sales and/or Field Service Management is an asset.
  • Strong decision making, analytical, troubleshooting and communication skills.
  • Strong knowledge of CRM business processes, functionalities, and best practices, especially in the areas of sales, customer service, and field service management.
  • Experience with integration of CRM solutions with SAP and other enterprise systems and applications, using various methods and tools.
  • Excellent communication, presentation, and interpersonal skills, with the ability to communicate effectively with both technical and non-technical audiences.
  • Strong problem-solving, and analytical skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
  • Ability to work independently and as part of a team, and to lead and mentor other CRM team members.
  • Be a champion of inclusion and diversity.

Must be legally authorized to work in Canada.

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