Analyst, Product Manager - Dynamics Solution Center

About this role

About Client Experience

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:

1. Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform

2. Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively

3. Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe

4. Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management

Team Overview

The Dynamics Solution Center team sits within the Transformation pillar & supports a mission to create best-in-class experiences for our business users by providing a reliable and effective service in developing and supporting the use of the MS Dynamics platform used by over 4000 people across Sales and Service teams. We are focused on evolving, developing, and implementing MS Dynamics features through effective product strategy and platform engineering of the application as well as global user support.

The Role

We are looking for a Product Manager to develop and execute our product road map and enhance our CRM platform to empower our sales and service teams.

Sales and Service Enablement and Optimization

• Contribute to delivery of the MS Dynamics roadmap and the future direction of the product
• Build and maintain relationships with key business stakeholders to understand priorities, needs, and opportunities for enablement and efficiencies  

• Work closely with Service and Sales teams to understand their pain points and requirements.

• Ensure the product aligns with Sales and Service goals and accelerates revenue growth.

• Collaborate with our engineering teams to design appropriate solutions to user requirements

• Manage new features from idea to delivery including ensuring user stories and acceptance criteria are comprehensive

• Provide release training, e.g. features releases and office hours

Support and Troubleshooting

• Provide support to end-users and resolve issues related to Dynamics 365.

• Investigate issues and work with DSC members and Microsoft to find solutions

• Partner with CX Transformation, Client Data and Analytics teams to ensure data governance and data for analytics.

• Develop tools, collateral, and training materials to support Product evolution  

Essential Skills / Experience

• Product management experience, preferably with Microsoft Dynamics 365.

• Strong understanding of CRM concepts, sales processes, and customer service workflows.

• Experience of Azure DevOps, integrations, and product management tools.

• Experience and understanding of both waterfall and Agile project management disciplines.

• Flawless written and verbal communication and ability to gain buy-in on plans from a non-technical audience at varying degrees of seniority.

• Positive attitude and resilience, with strong problem-solving skills

• Skilled at working effectively with cross functional teams.

Role Responsibilities

• Conduct discovery sessions with clients and the Dynamics team and translate business/technical requirements into well-architected solutions 
• Create high level solution designs and conceptual architectures supported with technical presentations 
• Build proof of concept working designs to illustrate a proposed solution 
• Collaborate with Product, Sales and Service users to craft and convey clear, impactful and engaging messages that tell a holistic story 
• Demonstrate, deepen and evolve your expertise with a focus on staying relevant on business trends, emerging technologies and competitor landscape 
• Collaborate with Microsoft Dynamics 365 Functional Consultants, Technical Architects, clients, business teams and engineering teams including developers, testers and PMO to deliver a quality product and implementation 
• Advise on complex MS Dynamics 365 business cases, suggesting creative workarounds  
• Lead and deliver through the lifecycle of Dynamics 365, estimating effort, resources and implementation timelines 
• Design and integrate business processes and data flows  
• Partner with third parties to accelerate functionality development in MSD

#EarlyCareers

For Atlanta, GA Only the salary range for this position is USD$90,250.00 - USD$112,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including heath care, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.Assistance@blackrock.com. All requests are treated in line with our privacy policy.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.