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Microsoft D365 Client Success Manager at Avanade · Toronto
Skills
Job Description
The Microsoft Dynamics 365 Client Success Manager (CSM) is a pivotal client-facing role within a Microsoft Dynamics 365 Trusted Partner organization. This position is responsible for ensuring the successful delivery of Dynamics 365 solutions and services to clients, maintaining high standards of customer satisfaction, and acting as the primary liaison between clients and internal teams. This role leverages AI technologies embedded in Dynamics 365 and related services to drive operational efficiency, proactive issue resolution, and enhanced client outcomes.
Key Responsibilities
Service Delivery & Operations:
Manage the delivery of Microsoft Dynamics 365 services to ensure adherence to contractual SLAs and high customer satisfaction.
Coordinate with technical, support, and functional teams to resolve issues, implement enhancements, and optimize workflows.
Monitor and report on service performance, utilizing AI-powered analytics and dashboards.
AI-Embedded Service Management:
Leverage AI features in Dynamics 365 (e.g., Copilot, predictive analytics, automated workflows) to proactively identify and resolve client issues.
Champion adoption of new AI capabilities within client organizations, providing guidance and training as needed.
Replace manual spreadsheet tracking with automated Power BI dashboards for real-time trend detection and forecasting.
Implement AI agents to automatically extract knowledge from closed cases and update technical documentation libraries.
Use AI-driven capacity planning to optimize team workloads and predict staffing needs based on seasonal conversational volumes.
Continual Service Improvement:
Identify opportunities to enhance service delivery through automation, AI, and best practices.
Collaborate with clients and internal teams to drive innovation and improve solution effectiveness.
Risk & Compliance Management:
Ensure all services comply with client policies, industry regulations, and Microsoft standards.
Monitor for potential risks, and provide recommendations to mitigate issues proactively.
Reporting & Documentation:
Prepare regular reports on service performance, incidents, and value delivered, using AI-enabled tools for real-time analytics.
Maintain accurate records of client communications, service activities, and improvement initiatives.
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Required Skills and Qualifications
Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience).
Experience in managing service delivery for enterprise software, preferably Microsoft Dynamics 365.
Hands-on experience with Microsoft Copilot Studio and integrating AI agents into business workflows.
Strong client management skills and proven ability to build trust-based relationships.
Excellent communication and interpersonal abilities, with a customer-centric mindset.
Project management expertise, including resource coordination and risk management.
Analytical and problem-solving skills to resolve complex client issues efficiently.
Knowledge of Microsoft Dynamics 365 platform, features, and ecosystem.
Ability to work collaboratively with cross-functional teams in a fast-paced environment.
Strong command of ITIL v3 / v4 and agile methodologies for service delivery.
Ability to translate complex AI-driven data into actionable executive insights for C-level stakeholders
Success Factors
Consistently delivers high-quality Dynamics 365 solutions that meet client expectations.
Maintains strong client relationships and drives customer loyalty.
Demonstrates proactive problem-solving and continuous improvement.
Supports business growth through client advocacy and opportunity identification.
Work Environment & Benefits
This position may be onsite, hybrid, or remote depending on business needs. The organization offers competitive compensation, comprehensive health benefits, professional development opportunities, and a collaborative team culture.
Compensation at Avanade varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Avanade provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below.
The recruiting efforts for this position are intended to fill a brand new position.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.
See more information on our benefits here: Canada Employee Benefits | Avanade
Role Location:
British Columbia/Ontario 131,000 - 156,000 CAD
At Avanade, we are committed to ensure our people feel appreciated and empowered to succeed both personally and professionally.
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