Customer Success Manager (ERP)

Overview

We are seeking a proactive and experienced Customer Success Manager (CSM) to lead our support operations for Microsoft Dynamics 365 Finance & Operations (D365 FO). This role is critical in ensuring high-quality service delivery, managing support consultants, and maintaining strong client relationships.

The CSM will oversee ticket resolution, drive continuous improvement, and ensure alignment between client expectations and service capabilities. This position requires strong leadership, deep functional knowledge of D365 FO, and excellent communication skills.

Key Responsibilities

• Lead and manage the Dynamics 365 support team, ensuring timely and effective resolution of client issues.
• Oversee daily support operations, including ticket assignment, prioritization, and escalation.
• Maintain high levels of customer satisfaction through proactive communication and service excellence.
• Collaborate with internal teams (consulting, development, sales) to ensure seamless support delivery.
• Monitor performance metrics and implement improvements to enhance support efficiency and quality.
• Provide guidance and mentorship to support consultants, fostering skill development and knowledge sharing.
• Participate in client meetings to understand evolving needs and align support strategies accordingly.
• Ensure compliance with SLAs and contractual obligations.
• Contribute to resource planning and recruitment for the support team.

Requirements

Perks & Benefits

About the Company

9 Dots Consulting Group has established itself as a specialist Business Solutions Provider in the Asia Pacific region with offices in Singapore, Malaysia, Thailand and Indonesia. We have successfully delivered Microsoft Dynamics 365 projects to local enterprises as well as multinational corporations, delivering value by realizing the benefits and interoperability of Microsoft’s technologies and solutions. Our core focus is on Enterprise Resource Planning (ERP) and Business Intelligence (BI), offering professional expertise with quality service.

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