D365 Client Relationship Manager

Job Summary: The Client Relationship Manager (CRM) is a customer-facing Manager within the support practice, responsible for the overall relationship, retention, and service experience for a portfolio of managed services clients leveraging Microsoft Dynamics 365 business applications (Customer Engagement (CE), Finance & Operations (F&O), Business Central (BC)) and/or the Power Platform. This role serves as the primary client point of contact and trusted advisor-leading account governance and success planning while coordinating with delivery teams to ensure support outcomes, SLA/KPI attainment, and continuous improvement. In addition to relationship leadership, this role is expected to be hands-on within the D365 solution suite, able to navigate environments, understand configurations and release impacts, triage and validate issues, and partner effectively with functional and technical teams to accelerate resolution and value realization. Job Duties: Client Relationship & Governance - Owns and manages client relationships for assigned support accounts; build strong relationships with business and IT stakeholders, including executive sponsors - Establishes and maintains client governance (cadence, stakeholders, decision rights, communications model) and act as the primary escalation point for relationship and satisfaction concerns - Captures business objectives, priorities, and success criteria; maintain a shared client success plan aligned to D365 (CE/F&O/BC) and/or Power Platform outcomes - Leads regular business reviews (weekly/monthly/quarterly) with clients and internal leadership, covering service performance, trends, risks, and recommended actions Hands-On D365 / Power Platform Engagement - Maintains working, practical knowledge of Dynamics 365 CE, F&O, BC, and Power Platform capabilities, common configurations, and typical support patterns - Hands-on in client environments as needed to support delivery, including (as appropriate) reproducing issues, reviewing setup/configuration, validating fixes, and confirming expected outcomes with users - Partners with delivery teams to assess impacts of Microsoft releases, platform changes, integrations, and environment management (e.g., sandbox vs. production) on support operations and client roadmaps - Helps translate client business process needs into actionable support work items (incidents/requests/problems) with clear acceptance criteria and priority - Supports knowledge capture and reuse by contributing to runbooks, known error documentation, and client-specific operational procedures Service Delivery Oversight (Support Practice) - Coordinates day-to-day managed services delivery across D365/Power Platform support teams, ensuring timely progress on incidents, service requests, problems, and minor enhancements - Monitors and reports SLA/KPI performance (e.g., response/resolution performance, backlog aging, defect recurrence, CSAT) and drive corrective actions when targets are missed - Provides leadership during high-severity incidents and critical business-impacting issues-ensuring clear client communication, internal alignment, and documented follow-through - Identifies recurring issues and root causes; partner with delivery to implement service improvement plans, knowledge management, and prevention strategies Account Strategy, Commercial Management & Growth Leads account planning activities including support roadmaps, budget alignment, demand forecasting, and prioritization with the account team and delivery leadership Identifies and advances opportunities within existing clients (additional support coverage, optimization, managed enhancements, advisory, tra