Customer Success Manager, Dynamics 365 Managed Services (Business Central, F&O & Ce)

Putting people first, every dayBDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. We offer an award‑winning environment that fosters a people‑first culture with a high priority on personal and professional growth.
Your OpportunityAs part of our rapidly expanding Solution Operations (Managed Services) practice, we are seeking an accomplished Customer Success Manager with substantial experience leading Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects. In this role you will oversee a team responsible for executing new and ongoing engagements, own a portfolio of assigned clients and their managed services programs, coach staff, foster continuous improvement, and implement best practices to enhance service delivery.
ResponsibilitiesStrategic Customer Advisor
Demonstrate leadership attributes such as collaboration, communication, creative thinking, and decision‑making to support customers' strategy and vision.
Use effective negotiation skills to increase growth, retention, and foster trusted customer relationships.
Translate customer business goals into strategic actions and identify new growth verticals.
Communicate clearly, concisely, and influence with excellent listening abilities.
Apply strong business and financial acumen, supported by industry and competitive knowledge, to understand account profitability, economic trends, and competition.
Portfolio Management
Prioritize competing deliverables across multiple customers, planning and organizing with strong interpersonal skills.
Lead engagements to successful completion, tracking scope, budget and timeline.
Schedule and facilitate internal stand‐ups and customer meetings.
Maintain action, change and risk registers for all engagements and recommend risk resolutions.
Lead transition of projects to solution operations.
Manage all tasks from new client onboarding to steady state.
Develop and manage delivery plans for each engagement.
Lead contracting and change management process (estimates, approvals, change requests, SOWs).
Assign contract resources and manage globally located resources.
Serve as escalation point for business‑critical scenarios.
Resolve engagement conflicts and challenges professionally.
Manage release management process, from testing to production release.
Track portfolio engagements against KPIs, proactively implementing measures for compliance.
Monitor and improve SLA and KPI compliance.
Track, monitor and control budgets, forecasting and executing cost‑management strategies.
Deliver disciplined management of billing, invoicing, payment collection, client meetings, status reporting, contract renewals and change requests.
Apply ITIL principles for incident and problem management for client‑reported issues.
Adhere to, update and document standard operating procedures.
Support engagement team with guidance and coaching.
Resolve conflicts, teamwork, empathy, active listening and positivity.
Maintain knowledge of Microsoft BizApps products and stay current with developments.
Identify improvement, innovation and optimization opportunities for processes and methodologies.
Contribute to thought leadership.
Demonstrate value‑driven delivery leadership, achieving meaningful outcomes and business value.
Understand clients’ businesses, align work with strategic goals.
Maintain ownership and accountability for delivery quality, client satisfaction and portfolio health.
Conduct executive business reviews with senior stakeholders to showcase ROI, impact and strategic value.
How do we define success for your role?
Demonstrate BDO core values through all aspects of work: Curious, Learning, Collaborative and Kind.
Understand your client’s industry, needs, challenges and opportunities.
Recommend effective service delivery to clients.
Participate in an inclusive and engaging work environment that develops, retains and attracts talent.
Adopt digital tools and strategies to drive an innovative workplace.
Grow expertise through learning and professional development.
Your Experience And Education
Extensive experience delivering Dynamics 365 managed services engagements (Business Central, F&O and/or CE).
5+ years of overall experience in ERP and CRM technology within client success management, project management, technical support or a related role.
Proven experience managing ERP and/or CRM from initiation through implementation and transition to operations.
Certification in ERP/CRM products is a strong asset.
Experience interacting with senior leadership in an enterprise organization.
Agile Certification (CSM), ITIL or PMP preferred.
Bachelor’s or Diploma or degree in Information Technology, Business Management or Project Management preferred.
Benefits
Competitive compensation with performance‑based incentives.
Comprehensive benefits from day one, including health, dental and retirement plans.
Flexible personal time off and wellness reimbursement aligned with your lifestyle.
Continued learning and professional development opportunities.
Inclusive and respectful workplace encouraging innovation and collaboration.
Community involvement and volunteering support as part of our corporate responsibility.
#J-18808-Ljbffr