Sales Support Manager

Position Overview

Were seeking a Dynamics 365 CRM Specialist who is an expert in Microsoft Dynamics 365 CRM and has Sales Support Specialist experience. This role is responsible for owning the day-to-day configuration, optimization, and support of Dynamics 365 to improve sales execution, pipeline visibility, and reporting accuracy. You will partner closely with Sales, Sales Operations, Marketing, and leadership to translate business needs into effective CRM solutions.

Key Responsibilities

Dynamics 365 CRM Administration & Optimization

• Serve as the primary expert for Microsoft Dynamics 365 CRM configuration, maintenance, and continuous improvement.
• Configure and manage entities, forms, views, dashboards, business rules, and security roles.
• Build and maintain workflows/Power Automate flows to streamline sales processes and improve data quality.
• Manage releases, testing, documentation, and change control for CRM updates and enhancements.
• Troubleshoot issues, perform root-cause analysis, and coordinate resolution with internal teams and vendors.

Sales Support (Required)

• Act as a Sales Support Specialist by enabling the sales team through CRM process guidance and hands-on support.
• Support lead-to-opportunity and opportunity-to-close workflows, ensuring adoption and consistent usage.
• Partner with Sales Ops to refine pipeline stages, forecasting processes, and CRM-driven KPIs.
• Create and maintain sales reports and dashboards to improve decision-making and visibility.
• Develop quick reference guides and deliver user training focused on sales productivity.

Data Quality, Reporting & Enablement

• Own CRM data standards (required fields, validation rules, deduplication, and hygiene routines).
• Monitor and improve system adoption, data completeness, and user behavior through analytics.
• Build role-based dashboards and reporting for sales leadership and stakeholders.
• Ensure accurate segmentation and handoffs between Sales and Marketing where applicable.

Integration & Stakeholder Partnership

• Collaborate with IT and business stakeholders to support integrations (e.g., Outlook, Teams, ERP, marketing automation, telephony, CPQ).
• Gather requirements, translate them into CRM solutions, and communicate updates clearly to stakeholders.
• Maintain documentation for configurations, processes, and user support materials.

Required Qualifications

• Strong hands-on expertise in Microsoft Dynamics 365 CRM (administration, configuration, optimization).
• Required: Sales Support Specialist experience (direct sales enablement/support responsibilities).
• Proven ability to support and improve sales workflows (lead, opportunity, forecasting, reporting).
• Experience with Power Platform tools (Power Automate; Power BI familiarity a plus).
• Strong understanding of CRM best practices, user adoption, and data governance.
• Excellent troubleshooting skills and ability to communicate with technical and non-technical users.

Preferred Qualifications

• Experience supporting CRM integrations and working with Sales teams.
• Familiarity with sales methodologies and sales operations processes.
• Experience creating training programs and enablement documentation.

Key Skills

• Microsoft Dynamics 365 CRM (Sales module and related functionality)
• Sales process optimization and enablement
• Reporting & dashboards (Dynamics reporting; Power BI a plus)
• Power Automate / workflow automation
• Data governance and quality management
• Stakeholder management and user training