Director - Client Experience, D365 CE

Job Description

Argano is seeking an experienced Director of Client Experience (DCE) to join the Team and lead strategic initiatives and implementation of large Dynamics projects. The DCE must have a strong background in Microsoft Dynamics 365 applications with an emphasis on Customer Engagement & knowledge of Power Platform and the Microsoft Ecosystem.

The DCE is responsible for initiating, directing, and implementing a comprehensive strategy that strengthens our client’s business objectives while enhancing their ability to achieve results. In this role, the DCE will build upon Argano’s position as a trusted strategic advisor, actively engaging in the digital transformation solution through presales and delivery cycles.

The successful candidate will ensure quality and customer satisfaction in Argano’s implementations while providing project leadership and direction for the client team and maintain the long-term partnerships.

Primary Responsibilities

• Drive and own strategic initiatives which align with the client’s goals and strategies, whereby strengthening our organizations’ partnerships
• Develop and manage positive and effective relationships with Argano’s lead client base to advance Argano’s goals while building our position as the Microsoft partner of choice
• Represent Argano through proactively engaging both net-new and expanding opportunities with both internal and external stakeholders
• Through seasoned experience, drive industry best practices within the implementation cycle to align with strategic roadmap
• Engage and maintain positive, productive relationships with client CxO’s, board members, committees, community and business leaders, stakeholders and staff
• In depth solution knowledge with historical and current system capabilities, with continuous learning to stay up to date with Microsoft offerings and leverage the software to drive the best overall solutions for the clients
  
  

Detailed Responsibilities Advise & Educate

• Drive strategy, differentiation, positioning and alignment in pre-sales engagements
• Strategically advise customers on best fit of technology to enhance business transformation
• Understand and clearly communicate the advantages/disadvantages between all applications to the client
• Keep clients up to date on product roadmaps, enhancements and deprecations
• Identifying future projects and opportunities and build roadmaps to assist clients in achieving their long-term goals
• Understand and communicate the client’s vision and needs across Argano
  
  

Learn

• Continuous education and self-development around the Microsoft ecosystem: stay up to date on Customer Engagement, BI & Analytics, Power Platform, IoT capabilities, Finance & Supply Chain, etc.
• Learning how to position and capitalize different capabilities such as: industry specific benefits within an application, capabilities within the ecosystem, etc.
• Stay up to date on the latest releases of each technology: what’s been added, deprecated, enhanced and what’s ahead and understand how our clients can benefit from them
• Become an industry thought leader through various channels both inside and outside of the partner network
• Be able to quickly learn the client’s business
  
  

Relationship

• Client
• Be the trusted Strategic advisor to the client
• Build relationships with decision makers and key personnel at the client
• Create relationships with all levels of the organization to enhance influence
• Provide project ROMs, estimates and high-level project plans for work
• 3rd party Vendors
• Manage any 3rd party partnerships to ensure smooth delivery any strong relationships
• Internal
• Develop relationships within internal teams in both sales and delivery as well as across practices
• Provide strategic guidance, mentorship, continuous learning and knowledge-sharing to elevate the skillsets within our organization

Project Sponsorship

• Ensure client project goals and strategies are achieved through the right solution designs and business process re-engineering
• Report on the client total program across all projects and roadmaps
• Ensure all potential deals are captured in Argano systems for tracking purposes
• Project Sponsor Responsibilities include:
• Reviewing key project documents
• Escalation resolution and strategic course corrections
• Engagement management
• Participate in Steering Committee meetings
• Authority and oversight of 3rd parties, PM’s and SA’s to ensure client goals and strategies are met throughout the project

Seller

• Cross/Upsell services which align with strategic roadmaps and realize clients goals and strategies
• Position Argano as the trusted partner and advisor:
• Recommending and vetting third party solutions
• First point of contact for both digital and business transformation
  
  

Required Skills

• Bachelor’s Degree in Business Administration, Computer Science, Computer Engineering, MIS or related field
• 10+ years of experience in Project Management, Relationship management/Account Management Experience
• Demonstrated experience building relationships and presenting to C-level executives
• Excellent communication, presentation, training, client relationship and analytical skills
• Customer-oriented attitude and excellent interpersonal skills
• Demonstrated ability to be highly effective in a virtual team organization
• Expert on delivering Sales, Customer Service, Marketing, Field Service, or telephony solutions within the Microsoft platform
• Credible knowledge across the Microsoft stack including Customer Engagement and Power Platform
• Multiple examples of major enterprise services project delivery successes
• Demonstrated expertise in project estimation and phase breakdown of work programs
• Experience “turning around” projects that initially had significant delivery or technical issues
• Familiar with Agile implementation methodologies (Scrum, SAFe, Kanban)
• Ability to work in a constantly changing environment with limited direction
• Good time management, well-organized, consistently meets commitments and creates high-level deliverables
• Demonstrate strong analytical and problem-solving skills, particularly with regard to anticipating and solving problems or issues before they occur or become critical
• Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damage to the relationship
• Identifies high-potential employees and stimulates their growth
• Self-starter with the ability to work within an operating framework
• Demonstrated pre-sales ability
• Ability to evangelize Argano’s solution offerings to our clients and communicate the business impact of new products and technologies
• Strong communication and social skill including
• Authentic –demonstrating impeccable integrity and being genuine in their interactions
• Balanced – ability to morph their communication styles and relate to their audience
• Confident – strong understanding of the solution, industry and ability to know how they can help clients
• Desire – the ability to overcome obstacles and a genuine desire to help people
  

Additional Preferred Skills & Considerations

Dynamics 365 Customer Engagement certifications

Power Platform certifications

Microsoft Catalyst Certification

Other Certifications Such As

• Project Management Professional
• Scrum Master
• Business Analysis
  
  

Travel

Travel is an integral part of this position; candidates must be willing and able to travel. Travel will be limited to 50% or less – depending on the geography

Level Of Independence

In order to succeed, this person must have a high level of independence, show initiative, and be highly motivated. This must be done in a manner which is consistent with the team management structure.

About Us

Argano is the first of its kind: a digital consultancy totally immersed in high-performance operations. We steward enterprises through ever-evolving markets, empowering them with transformative strategies and technologies to exceed customer expectations, unlock commercial innovation, and drive optimal efficiency and growth.

Argano is an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.