Platform Manager – Microsoft Dynamics 365 CRM

About the role

Toppan Merrill is a global technology leader committed to simplifying the complexity of regulatory disclosure and communications. Our industry leading technology is backed by what we are best known for: unmatched market expertise and unparalleled customer service. Toppan Merrill is a leading partner for the financial, legal, health and capital markets. At Toppan Merrill, you will find a culture that will encourage, empower and challenge your unique qualities to enable you to reach your full potential. Toppan Merrill leadership is committed to inspire and help you reach that potential. You'll work with dynamic colleagues, experts in their fields, who are eager to share their knowledge with you.

Responsibilities

• Own and maintain the Microsoft Dynamics 365 CRM product vision, roadmap, and backlog, ensuring priorities align with business objectives and organizational strategy.
• Partner with business leaders, end users, IT, and other stakeholders to understand business processes, identify needs, and define opportunities for platform enhancements.
• Translate business requirements into clearly defined epics, features, user stories, acceptance criteria, and functional requirements for development and configuration teams.
• Prioritize product features, enhancements, defects, and technical improvements based on business value, user impact, risk, dependencies, and available resources.
• Serve as the primary functional decision-maker for the Dynamics 365 platform, providing direction and clarification to developers, administrators, analysts, architects, and implementation partners.
• Lead and participate in product discovery, backlog refinement, sprint planning, solution demonstrations, user acceptance testing, release planning, and post-implementation reviews.
• Evaluate existing processes and system functionality to identify opportunities for automation, standardization, simplification, and improved user experience.
• Partner with technical teams to support effective platform configuration, integrations, workflows, data management, reporting, security roles, and related Dynamics 365 capabilities.
• Establish and monitor product performance measures, adoption, user feedback, and business outcomes to evaluate solution effectiveness and identify opportunities for continuous improvement.
• Manage stakeholder expectations and communicate product priorities, roadmaps, release plans, system changes, dependencies, risks, and implementation impacts.
• Partner with business leaders, training resources, and subject matter experts to support change management, documentation, communications, training, and user adoption.
• Maintain knowledge of Microsoft Dynamics 365 and Microsoft Power Platform capabilities and product roadmaps, evaluating new functionality and emerging technologies for potential business value.
• Ensure solutions comply with established standards for platform governance, security, data integrity, documentation, change management, regulatory requirements, and system sustainability.
• Ability to interact with internal/external clients/customers in a professional manner.
• Miscellaneous duties as assigned.

Requirements

Education: Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent combination of education and relevant professional experience.

Experience: 5+ years of experience implementing and supporting Microsoft Dynamics 365 CRM solutions or comparable CRM solutions in a service organization.

Demonstrated functional leadership experience working with Microsoft Dynamics 365 in a complex business or enterprise environment.

Experience with Power Platform tools (Power Apps, Power Automate, Power BI).

Strong understanding of Dataverse and API integrations.

Experience developing and managing platform roadmaps, backlogs, user stories, acceptance criteria, and business requirements.

Strong understanding of business process analysis, process improvement, system configuration, data management, integrations, workflows, and reporting.

Demonstrated ability to lead cross-functional initiatives, manage competing priorities, and influence outcomes without direct authority.

Excellent written and verbal communication skills.

Benefits

• Enhanced Medical, Dental, Vision and Life insurance for employees and dependents
• Employer Contribution to 401K
• Paid time off including vacation, sick, community involvement, bereavement, jury duty, and holidays
• Paid parental leave
• Paid community involvement/volunteer days
• Wellness Resources and Employee Assistance Programming

Pay

We offer a competitive pay scale ranging from $115-160k annually, based on experience and expertise. Actual salaries may vary within, above, or below this range based on factors such as education, training, experience, professional achievement, business needs, and location.