D365 Client Relationship Manager

• Maintains working, practical knowledge of Dynamics 365 CE, F&O, BC, and Power Platform capabilities, common configurations, and typical support patterns
• Hands-on in client environments as needed to support delivery, including (as appropriate) reproducing issues, reviewing setup/configuration, validating fixes, and confirming expected outcomes with users
• Partners with delivery teams to assess impacts of Microsoft releases, platform changes, integrations, and environment management (e.g., sandbox vs. production) on support operations and client roadmaps
• Helps translate client business process needs into actionable support work items (incidents/requests/problems) with clear acceptance criteria and priority
• Supports knowledge capture and reuse by contributing to runbooks, known error documentation, and client-specific operational procedures

• Coordinates day-to-day managed services delivery across D365/Power Platform support teams, ensuring timely progress on incidents, service requests, problems, and minor enhancements
• Monitors and reports SLA/KPI performance (e.g., response/resolution performance, backlog aging, defect recurrence, CSAT) and drive corrective actions when targets are missed
• Provides leadership during high-severity incidents and critical business-impacting issues—ensuring clear client communication, internal alignment, and documented follow-through
• Identifies recurring issues and root causes; partner with delivery to implement service improvement plans, knowledge management, and prevention strategies

• Leads account planning activities including support roadmaps, budget alignment, demand forecasting, and prioritization with the account team and delivery leadership
• Identifies and advances opportunities within existing clients (additional support coverage, optimization, managed enhancements, advisory, training, or related D365/Power Platform services)
• Manages renewals, contract administration, and change requests; negotiate scope and commercial terms consistent with organizational standards and delivery capacity
• Tracks account financial performance in partnership with practice/account leadership; balance client outcomes, delivery quality, and profitability

• Facilitates consolidated communications between client stakeholders and internal teams (support, engineering, operations, security, project teams) to ensure clarity and accountability
• Supports, mentors, and guides associates/senior associates supporting client delivery; contribute to performance feedback and professional development activities
• Leads or participates in internal initiatives to improve support practice maturity (KPIs, reporting, playbooks, process improvements, tooling/ITSM enhancements)

• Provides day-to-day leadership to support team members aligned to assigned clients, ensuring delivery consistency and a strong client experience
• May manage direct reports; provides coaching, development support, and input into performance evaluations
• Acts as a career advisor to associates and senior associates as assigned

• Bachelor’s degree AND six (6) or more years of industry experience with ERP systems, required; OR
• High School Diploma/GED AND seven (7) or more years of industry experience with ERP systems, required

• Six (6) or more years of experience in client relationship management and/or service delivery within B2B IT managed services, required
• Three (3) or more years of experience managing delivery against SLAs/KPIs and driving service improvement, required
• Experience in requirements discovery, roadmap planning, and advising clients on technology solutions/outcomes, required
• Experience coordinating cross-functional delivery teams and managing escalations in an operations/support environment, required
• Experience supporting and administering business applications in a managed services model such as Dynamics 365 (F&O, BC, CE, and/or Power Platform), required

• Microsoft D365 certifications, preferred

• Experienced with one (1) or more of the following Microsoft Dynamics 365 solution suite, required: Customer Engagement (CE) Finance & Operations (F&O) Business Central (BC) Power Platform (Power Apps, Power Automate, Power BI)

• Power Platform (Power Apps, Power Automate, Power BI)
• Azure DevOps (ADO), required
• Proficient in the use of Microsoft Office Suite (Outlook, Teams, Excel, Word, PowerPoint), required
• IT Service Management (ITSM) platform experience within ServiceNow, preferred
• Client Relationship Management (CRM) platform experience within Microsoft Dynamics CRM, preferred

• N/A

• Strong client presence and ability to communicate effectively with both technical and business audiences
• Excellent organizational, prioritization, and multi-tasking skills; comfortable in deadline-driven environments
• Ability to assess and communicate risk, drive mitigation plans, and manage escalations calmly and effectively
• Strong business acumen, including comfort with renewals, change requests, and scope/terms negotiation
• Familiarity with services-oriented sales cycles and the ability to identify cross-sell opportunities within existing accounts
• Ability to travel as needed for client meetings and internal events

Keywords: Client Relationship Manager, Customer Success Manager, Service Delivery Manager, D365, Dynamics 365, Support, Managed Services, Finance & Operations, Finance and Operations, F&O, F&SC, Customer Engagement, CE, Business Central, BC, Power Platform, Technical Account Manager, business applications, Account Manager Microsoft, Dynamics, ERP, CRM, QBR

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.

National Range: $125,000 - $185,000 Maryland Range: $125,000 - $185,000 NYC/Long Island/Westchester Range: $125,000 - $185,000

At BDO, how we show up matters.

We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed.

Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.

Our purpose is to be the people our clients count on to grow with confidence and achieve what matters most.

Our values guide how we bring that purpose to life each day.

Together, they shape how we work with one another, serve our clients, and create meaningful impact.

BDO provides assurance, tax, and advisory services to clients across the U.S. and around the world.

No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.

We are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being.

As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings.

It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.

Learn more about our benefits: BDO Total Rewards encompass more than traditional benefits.

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*Benefits may be subject to eligibility requirements.

Equal Opportunity Employer, including disability/vets Click here to find out more !