Customer Success Manager, Dynamics 365 Managed Services (Business Central, F&O & CE)

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.

Your Opportunity

As part of our rapidly expanding Solution Operations (Managed Services) practice, we are seeking an accomplished Customer Success Manager with substantial experience in leading Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects. In this role, you will oversee and guide the team responsible for executing new and ongoing engagements and also own a portfolio of assigned clients and their managed services programs. You will coach staff, foster continuous improvement, and monitor and implement best practices to enhance service delivery. This role is for an existing vacancy.

Your responsibilities will include building relationships with clients, supporting them in realizing their business objectives, managing their solution operations, managing compliance with SLAs and KPIs, encouraging innovation, and identifying opportunities for additional services. You will consistently apply Agile methodologies in daily operations, as well as ITIL principles—including incident, problem, change, and release management.

Additionally, you will be accountable for all aspects of portfolio management, such as aligning with business outcomes, defining and managing to scope, allocating resources, overseeing and managing to budgets, assessing risks and mitigation strategies, handling contracting, managing projects and teams, providing status updates, overseeing maintenance of the backlogs by project teams, driving account growth, and effectively communicating with stakeholders. The ideal candidate is passionate about client service and building relationships, possesses excellent communication and collaboration skills, has strong learning, analytical thinking and problem-solving abilities, demonstrates a business-oriented and industrial approach, excels at team leadership and coaching, and is committed to driving advancements through continuous improvement and innovation.

Responsibilities:

Strategic Customer Advisor

• Proven leadership attributes such as collaboration, communication, creative thinking, and decision-making skills to support customers' strategy and vision.

• Effective negotiation skills to increase growth, retention, fostering trusted customer relationships.

• Proficiency in translating customer business goals into strategic actions and identifying new growth verticals to support customers.

• Clear, concise, and influential communication skills with excellent listening abilities.

• Strong business and financial acumen, supported by industry and competitive knowledge, and understanding of account profitability, economic trends, and competition.

Portfolio Management

• Well-developed interpersonal, planning, and organizing skills, with the ability to prioritize competing deliverables across multiple customers.

• Lead and manage assigned engagements to successful completion (tracking scope, budget, timeline).

• Schedule and facilitate internal stand-ups and customer meetings.

• Manage action, change, and risk registers for all engagements; recommend resolutions for risks ident

• Manage the transition of projects to solution operations.

• Manage all tasks from new client onboarding to steady phase.

• Develop and manage delivery plans for every engagement.

• Lead the contracting and change management process (estimates, approvals, change requests, SOWs).

• Regularly manage resource assignment of contract resources and resources located globally.

• Be an escalation point for business-critical scenarios.

• Manage engagement conflicts and challenges professionally.

• Manage the release management process (testing to production release).

3. Performance Tracking & Reporting

• Track your portfolio of engagements against KPIs and proactively implement timely measures to ensure ongoing compliance with KPIs.

• Monitor and improve SLA and KPI compliance by your team.

• Track, monitor, and control budgets in alignment with planned engagement parameters, while proactively forecasting and executing cost management strategies.

• Demonstrate strong execution, discipline, and proactive management across all operational activities, including billing and invoicing, payment collection, client meetings, status reporting, contract renewals, and change requests.

4. Process & Standards Adherence

• Apply ITIL principles (incident and problem management for client-reported issues).

• Adhere to, follow, and update standards & guidelines.

• Document / update standard operating procedures

• Provide support, guidance, and coaching to the engagement team.

• Conflict resolution and handling, teamwork, empathy, active listening, and positivity.

5. Continuous Improvement & Innovation

• Knowledge of Microsoft BizApps products and the ability to stay current with developments is considered an asset.

• Identify areas of challenge or opportunity in client engagements.

• Identify areas of improvement, innovation, and optimization for processes and methodologies.

• Contribute to thought leadership.

6. Leadership & Strategic Value

• Demonstrate value-driven delivery leadership by achieving meaningful outcomes and business value.

• Understand clients’ businesses and align work with strategic goals.

• Maintain high ownership and accountability for delivery quality, client satisfaction, and portfolio health

• Conduct regular executive business reviews with senior stakeholders to showcase ROI, impact, and strategic value.

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Curious, Learning, Collaborative &

• Kind

• You understand your client’s industry, needs, challenges, and opportunities.

• You identify and recommend effective service delivery to your clients.

• You share in an inclusive and engaging work environment that develops, retains & attracts talent.

• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.

• You grow your expertise through learning and professional development.

Your experience and education

• Extensive experience working with clients on Dynamics 365 managed services engagements (Business Central, F&O and/or CE )

• 5+ years of overall experience in ERP and CRM technology within client success management, project management, technical support or another related role

• Proven experience in managing ERP and/or CRM from initiation through to implementation and transition to Operations team.

• Certification in ERP / CRM products a strong asset

• Experience interacting with senior leadership in an Enterprise organization

• Agile Certification (CSM), ITIL or PMP preferred.

• Bachelors or Diploma or degree in Information technology, Business Management, Project Management preferred.