CRM Product Specialist

Job description

FMC Corporation is a global leader in agricultural sciences, driven by our purpose: Innovation for Agriculture. Solutions for the Planet. We are passionate about the power of science to solve agriculture’s biggest challenges. With one of the most productive and diversified pipelines in the industry, FMC is delivering cutting-edge and next-generation crop protection technologies – including Dodhylex™ active, Isoflex™ active, rimisoxafen, and fluindapyr – to help farmers increase the productivity and resilience of their land. Our employees are at the heart of this innovation. We’re looking for bold thinkers and collaborative doers. At FMC, your ideas matter. From day one, you’ll contribute to meaningful work that drives progress in agriculture, supported by a culture that values integrity, safety, respect, and results. Join us in advancing the future of agriculture. Together, we’re building a more resilient planet – one innovation at a time. Role Summary The CRM Functional Specialist & Administrator is responsible for the day-to-day functional administration, support, and continuous improvement of Microsoft Dynamics 365 across the Americas. The role serves as the functional expert for the CRM platform, ensuring live-market issues are properly triaged and resolved, administrative and configuration needs are addressed, and development resources are engaged only when technical changes are required. The role works closely with business teams, Sales Excellence, the CRM Product Owner, and technical teams to ensure Dynamics 365 effectively supports commercial needs across the region. Key Responsibilities: 1. CRM Operations, Administration & Support Manage day-to-day functional administration and support of Dynamics 365 across the Americas. Serve as the first point of contact for live-market CRM system issues and tickets. Triage, validate, and categorize user, data, configuration, defect, and enhancement-related issues before escalation. Resolve issues using available CRM administrative and functional capabilities, escalating to development only when technical changes are required. Manage user access, security roles, functional configuration, data corrections, and other CRM administrative activities. Coordinate and track technical issues through resolution, keeping relevant stakeholders informed. 2. Business Process & Functional Support Provide CRM functional expertise for account and contact management, customer hierarchies, activities, cases, customer engagement, and other CRM-enabled processes. Understand regional business requirements and recommend how Dynamics 365 can support them. Identify configuration and functional process gaps and recommend improvements. Translate agreed business needs and processes into clear CRM functional requirements. Support appropriate standardization of CRM functionality across regions. 3. CRM Enhancements & Delivery Gather, analyze, and document functional requirements and user stories. Assess CRM enhancement requests and provide recommendations to the CRM Product Owner for prioritization. Provide functional input into solution design. Support testing, UAT, deployment, and release readiness. Identify and communicate functional risks, dependencies, and business impacts. Support regional and global CRM initiatives. 4. Data, Integration & Reporting Support CRM data quality and synchronization with connected systems. Identify and coordinate resolution of CRM data and integration issues. Support CRM reporting, dashboards, segmentation, and marketing capabilities. Translate CRM reporting and analytical needs into functional requirements. 5. Stakeholder & User Support Partner with Sales Excellence and other business teams to understand CRM needs and issues. Provide CRM functional expertise, demonstrations, and guidance. Support training on new or changed CRM capabilities. Communicate system changes, releases, issues, and impacts to relevant stakeholders. 6. Governance & Compliance Support CRM governance, data privacy, security, and compliance requirements. Promote CRM standards and best practices. Maintain appropriate functional and system documentation. Qualifications & Experience: Required 5+ years of CRM experience, preferably Microsoft Dynamics 365. Hands-on experience with CRM functional administration, configuration, support, and troubleshooting. Experience translating business needs into functional CRM requirements. Experience supporting testing, releases, and production environments. Strong analytical, problem-solving, and communication skills. Ability to work effectively across business and technical teams. Preferred Experience with CRM integrations, ERP/SAP, data platforms, and marketing systems. Experience with Power BI, reporting, or analytics tools. Experience with Microsoft Customer Insights or related capabilities. Experience supporting CRM across multiple countries or regions. Reporting Line Reports to: CRM Lead / Commercial Enablement Works closely with: Sales Excellence, Sales and Marketing, CRM Product Owner, and development teams. Success Measures Effective triage and resolution of live-market CRM issues. Reduction in unnecessary development escalations. CRM system stability and quality of functional administration. Quality of functional requirements and UAT. Successful delivery and adoption of CRM improvements in the region. #indhp FMC is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. Employment decisions at FMC are based on business needs, job requirements, and individual qualifications. We value diversity and strive to ensure that our hiring and employment practices support a work environment that is free from discrimination and harassment.