PRIMARY PURPOSE:
This role is responsible for working closely and effectively with Argano’s Managed Services clients, providing troubleshooting and analysis, assessing solutions, and advising our customers on how to best meet their goals. The Senior Consultant, Client Care, also acts as a project manager for clients, meeting with them on a pre-determined cadence, triaging and prioritizing issues, assisting with resource planning, and providing clear communication.
CRITICAL QUALIFICATIONS AND EXPERIENCE:
5+ years of experience working in D365 F&SCM Supply Chain module working in an implementation team, managed services team, or combination, performing functional analysist, troubleshooting, solution recommendation and best practices guidance
Expertise in D365F&SC Supply Chain, WMS and Production modules
Proven ability to work with, and contribute to, a virtual team of functional/technical consultants working from different locations across multiple timezones
Ability to work with technical resources to appropriately estimate enhancement efforts for client modification requests, ensure appropriate approvals are in place for system or solution changes, and when approved, drive the solutions to completion.
Strong analytical and problem-solving skills.
Strong interpersonal and communication skills
Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
Effective multitasker who can work on a variety of issues at the same time
Microsoft Certification: Dynamics 365 Supply Chain Management Functional Consultant Associate (MB-330 post Feb 2024, or MB-330 plus MB-300 pre-Feb 2024)
Bachelor’s degree in information systems management, Computer Science, or related experience
DESIRABLE QUALIFICATIONS AND EXPERIENCE:
Demonstrated ability to work in a constantly changing environment with limited direction
Ability to ‘get things done’ across the breadth of own organization
Working knowledge of Microsoft Power Platform, Fabric, Data Strategies, Integrations and Azure
KEY RESPONSIBILITIES:
Troubleshoot and resolve managed services break/fix support issues at the senior level within the given SLA’s, helping clients to minimize their business disruptions.
Review inbound cases
Actively follow-up on and track updates on work from clients and internally
Ensure progression of activities and communicate status
Escalate issues as needed
Understand requirements for enhancement requests, author FDD documents and document requirements and Dynamics solution in Azure Dev Ops (ADO)/Client Care ticketing system
Provide solution training to clients and internal team members
Maintain comprehensive documentation of support cases, resolutions, customizations, facilitating knowledge sharing within the team and with client.
Ensure all cases are updated and status communicated
Coordinate with other internal teams to maintain broad view of overall customer efforts and initiatives
Lead client Status calls weekly to share updates and align on priority
Assist in project delivery work as required
Manage clients' implementations and environments, including
Routine Microsoft one-version update coordination
Code deployment oversight
Responsible for delivering specific dedicated internal strategic initiatives – including process design, documentation, resource planning, sales activities, and status reporting
Complete quarterly Client Care initiatives
Keep up to date with the latest D365 F&SC updates, patches, and emerging features, and make recommendations for system improvements and enhancements to clients
Mentor associate team members
Should be open to work in different shifts (time zones) as needed
