Service Delivery Manager, CRM

　　Remote - US

　　The Opportunity:

　　Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

　　We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

　　For more information about Anthology and our career opportunities, please visit www.anthology.com.

　　The Service Delivery Manager is responsible for delivering and coordinating the delivery of Anthology Reach Application Administration services, which is based on Microsoft D365 CRM, to customers. This person must be customer service focused, work well in teams, be able to identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

　　Primary responsibilities will include:

　　Serving as the primary customer contact relative to service delivery needs and managementUnderstanding customer business objectives and managing service delivery expectationsFacilitating and coordinating customer and internal stakeholder communicationServing as the application administrator for Anthology ReachConfiguring, integrating, and developing Anthology Reach business solutionsServing as a subject matter expert on Anthology Reach product areasAssisting business owners in translating concepts and requests to written requirementGathering and analyzing data to support various business processesProviding problem resolution for end users, including research on various data and reporting issues, collaborating to gain input on potential solutionsRecommending system configurations and proposes business solutions where appropriateDeveloping, coordinating, and implementing plans to test processes during system/process development including quality assurance testingEvaluating upcoming Microsoft Dynamics 365 CRM and Anthology Reach releases and recommending use of new featuresCommunicating the status of releases, major projects, and ongoing Anthology activities to relevant stakeholdersPerforming ad-hoc system training as neededDriving escalated Product support tickets to resolution by coordinating with appropriate internal teamsThis role requires occasional travel

　　The Candidate:

　　Required skills/qualifications:

　　Bachelor''s degree in Computer Science, Engineering, Business Administration, Finance or other related fieldAt least 2 years of experience working with Microsoft DynamicsPower Platform experience (PowerApps, Power BI, Power Automate)Experience with MS SQL Server and AzureExecutive/Senior Management communication experienceAbility to thrive in a fast-paced environment and have a positive attitudeAbility to manage and prioritize multiple tasksDemonstrated skills as a team player and able to work independentlyExcellent troubleshooting and problem-solving skillsExcellent written and oral communication skillsFluency in written and spoken EnglishProven effective listening skills Demonstrated ability to work in a team and matrixed environmentAbility to quickly re-direct attention and focus between multiple initiativesAbility to influence, negotiate, and build consensus

　　Preferred skills/qualifications:

　　Technical support experienceSystem administration experienceMicrosoft Power Platform + Dynamics 365 Core certificationMicrosoft Power Apps + Dynamics 365 Developer certificationExperience with MS SSRS and Power BIHigher Education industry experienceMicrosoft Dynamics CRM experienceStudent Information System experienceHTML and web development experience

　　This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

　　Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

　　Pay Range is $86,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.