Product Owner - Customer Service/CRM

Role Title: CRM Product Owner Customer Service

Location: Bangalore

Working Hours: 12 pm - 9 pm IST

Years of Experience: 5-7 years

Role Purpose: To bridge every possible gap between product envisioned and product delivered to ensure best user product experience.

Required Qualifications:

- Minimum 5 years of experience in Microsoft Dynamics CRM - Customer Service (must) and Sales (good to have) modules

- Strong understanding of Email to Case Creation process, Routing mechanisms, Scheduling, Queues, Knowledge Articles, SLAs

- Experience with Unified Routing, Automatic Case Creation and Update rules

- Experience with Power Automate Flows

- Experience with Omnichannel - Voice Channel integration with CRM

- Experience in creating out of the box Dynamics views, dashboards

- Understanding of the security model of Dynamics CRM

- Experience in Data Analytics to generate Dashboards and Reporting

- Experience with creating Power BI reports (good to have)

Deliverables and Tasks:

1. Collaborating with stakeholders to establish a product vision that aligns with business objectives

2. Securing stakeholder buy-in for major decisions and strategies, and providing clear instructions and deliverables to developers

3. Designing the product roadmap to outline the vision, priorities, and direction for the product offering over time.

4. Partnering with business stakeholders to facilitate workshops, lead discovery sessions, and understand business requirements, offering recommendations for meeting these requirements with the proposed product

5. Assisting clients in envisioning potential business solutions using Dynamics CRM

6. Prepare functional requirements document, test case document for new projects

7. Accountable for functional testing and documentation of results for all new projects / change requests / BAU items

8. Create Product Backlog items by and collaborating closely with the development team to transform business requirements into user stories in Azure Devops

9. Liase with the development team to ensure the product roadmap is delivered on time

10. Conduct monthly catch-up calls with the Functional Manager to assess the status of module processes and ensure thorough review before implementation.

11. Contribute towards the stability of the application by inspecting and evaluating product progress and gathering feedback at each iteration and adapts the product backlog based on that feedback.

12. Conducting user training sessions to enhance user confidence in using the system and promoting user adoption by ensuring adherence to best practices

13. Prepare training guides to educate the users with the functionality of the application