Microsoft Dynamics CRM and Business Central BA

Company Overview

The organization recently completed a major systems transition, migrating from NAV to Microsoft Dynamics 365 Business Central and upgrading its CRM to the latest cloud version of Dynamics 365. The transition evolved into a complex hybrid of upgrade and re-implementation, and the ERP and CRM remain independent with no integration in place. Marketing currently uses HubSpot, which is also not integrated with Microsoft systems.

The company is ready to overhaul its CRM processes, improve data quality, and build a scalable foundation for long-term adoption. Leadership is highly invested in making CRM a company-wide operational tool - not just a sales repository - and sees the opportunity to recover significant lost revenue.

Role Summary

The CRM Manager / Dynamics 365 Business Analyst will serve as the organizational owner of the CRM. This person will lead process design, data integrity, user adoption, training, and continuous improvement across Sales, Marketing, and Operations. The ideal candidate brings strong critical thinking, cross-functional communication, and hands-on Dynamics experience, and can guide a team that currently includes a CRM analyst with limited autonomy.

This role will be central to fixing long-standing CRM issues (10-15 years), creating a structure that the business can follow, and aligning the system with actual sales and marketing workflows.

Key Responsibilities
1. CRM Ownership & Optimization

Serve as the primary owner of Microsoft Dynamics 365 CRM.

Evaluate current setup, workflows, and customizations to identify gaps, errors, and misaligned processes.

Redesign lead-to-opportunity processes, including proper use of the "communication" stage.

Reduce lost opportunities by creating a system that is actionable, trackable, and easy for teams to adopt.

2. Data Quality & Governance

Lead cleanup efforts to eliminate duplicates, incorrect data, missing records, and broken flows.

Establish data governance standards and department-level accountability.

Work closely with Marketing to ensure complete and accurate customer and lead data.

3. Cross-Functional Process Alignment

Bridge communication between Sales, Marketing, and Operations.

Ensure Marketing has clarity on what to do with "qualified leads" and how to hand off to Sales.

Shift the perception of CRM from a sales-only tool to a company-wide system that supports all departments.

4. Training & Change Management

Develop and deliver ongoing training for all CRM users.

Build a cultural shift toward accountability, consistency, and system adoption.

Support the 2026 initiative to formalize CRM training across the organization.

5. Vendor & Partner Coordination

Work with internal IT and external Microsoft partners; bring clarity and direction to an "enigmatic" partner relationship.

Provide guidance on when and how vendor changes should occur.

Collaborate with outside consultants during the assessment and future phases.

6. Strategic Insight & Leadership

Work closely with executive leadership (CEO, COO) and the Marketing Director overseeing CRM.

Help quantify the business impact (estimated at $2M/year problem).

Support upcoming assessments, implementations, and roadmap planning.

Qualifications

3-7+ years of experience with Microsoft Dynamics 365 CRM (CE/Sales preferred).

Strong understanding of CRM workflows, lead management, and sales process design.

Experience leading data cleanup, system fixes, and process redesign.

Ability to train users at varying levels of technical comfort.

Excellent cross-functional communication skills - able to align Sales, Marketing, and IT.

Experience working with external partners or Microsoft VARs is a plus.

Strong analytical and problem-solving skills; can guide less-experienced CRM staff.

What Success Looks Like

CRM becomes a trusted, accurate system of record.

Sales and Marketing follow a clear lead-management process.

Duplicate and missing customer data is eliminated.

Teams understand and actively use each stage of the CRM.

Lost sales caused by CRM issues are reduced or eliminated.

A sustainable CRM structure and training program is in place.

Why This Role Matters

Fixing the CRM is recognized as a high-impact initiative with direct revenue implications. With the company ready to move quickly, this role will help drive critical decisions during the upcoming 4-6 week assessment (budgeted at $20K-$40K) and support implementation thereafter. You will play a significant part in modernizing the company's CRM culture, tools, and processes.

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**Join a dynamic team focused on innovation and growth.** We are seeking a talented Microsoft Dynamics CRM and Business Central Business Analyst for a contract position. This remote opportunity is ideal for a skilled professional looking to contribute their expertise to a dedicated team in Kenosha, Wisconsin. The expected start date for this role is December 15, 2025.

**Key Responsibilities:**
- Analyze and improve business processes using Dynamics 365 Business Central and MS Dynamics CRM.
- Collaborate with stakeholders to gather requirements and translate them into technical specifications.
- Support the team in implementing and integrating solutions that drive efficiency and effectiveness.
- Participate in testing and validation of new features and updates.
- Provide user training and support to ensure successful adoption of tools.

This role is perfect for individuals who thrive in a collaborative environment and are passionate about leveraging technology to enhance business operations. If you possess strong analytical skills and experience with Dynamics 365 Business Central and MS Dynamics CRM, we encourage you to apply for this exciting opportunity. Your expertise will be valued in shaping future success.