CRM Systems & Integration Lead (Dynamics 365)

ACSESS is seeking a highly capable CRM Systems & Integration Lead to take ownership of a complex Microsoft Dynamics 365 / Protech ecosystem that supports critical business operations, including membership, payments, finance, and third-party integrations. This role is not a traditional CRM administrator position; it is a systems leadership role responsible for platform reliability, vendor coordination, integration, and issue resolution across multiple connected applications. The person in this role will work closely with internal stakeholders and external partners to ensure the CRM environment is stable, scalable, secure, and aligned with organizational needs., The CRM Systems & Integration Lead serves as the primary owner of the organization's CRM and connected systems environment. This individual will oversee system health, troubleshoot issues across platforms, coordinate with vendors, support financially significant workflows, and lead improvement initiatives that strengthen performance, reliability, and data integrity over time. The role requires a blend of technical depth, business process understanding, and strong project and vendor management skills., * Serve as the primary owner of the Dynamics 365 / Protech CRM ecosystem (Togetherworks), including day-to-day system health, stability, and performance.

• Triage, prioritize, and resolve CRM-related issues based on business impact, operational urgency, and user experience.
• Act as the primary point of contact for CRM-related vendors and partners, including Protech, Microsoft, Higher Logic, consultants, and other integration providers.
• Open, monitor, escalate, and help drive resolution of support tickets, including issues that require cross-vendor coordination.
• Own integrations between CRM and external systems, including APIs, webhooks, middleware, and automated data flows.
• Troubleshoot and resolve data sync failures, API issues, automation breakdowns, and related integration problems.
• Ensure data integrity and reliability across CRM, community platforms, learning systems, payments, accounting, and other connected applications.
• Support CRM processes tied to payment processing, financial reporting, general ledger integration, membership transactions, and revenue workflows.
• Partner with accounting, operations, membership, and other teams to resolve high-impact business system issues quickly and effectively.
• Design and maintain scalable CRM configurations, including role-based security, record ownership structures, and data segmentation models.
• Diagnose root causes across CRM configuration, Power Platform components, integrations, and vendor-managed application layers, then implement sustainable fixes.
• Develop and improve monitoring, alerting, automation, storage, and retention practices to reduce manual effort and improve system reliability.
• Lead CRM-related initiatives such as upgrades, enhancements, integration projects, data cleanup efforts, and optimization work.
• Translate business needs into clear technical requirements and communicate priorities, risks, timelines, and progress to stakeholders.

Do you have experience in Vendor relationship management?, * Five or more years of experience working with CRM platforms, preferably Microsoft Dynamics 365.

• Hands-on experience with Microsoft Dataverse and the Power Platform environment.
• Experience managing, supporting, and troubleshooting system integrations, including APIs and data synchronization processes.
• Demonstrated success working with third-party vendors, consultants, and technical support teams.
• Strong analytical, troubleshooting, and problem-solving skills across both technical and functional issues.
• Experience supporting business-critical systems tied to finance, operations, membership, or customer-facing services., * Experience with Protech CRM or another association management system.
• Familiarity with Higher Logic or similar community engagement platforms.
• Experience with payment systems and accounting integrations.
• Working knowledge of SQL, reporting tools, or data analysis methods.
• Experience in a membership organization, association, nonprofit, or similarly complex stakeholder environment.

Traits for success

• Strong sense of ownership and accountability.
• Ability to work independently and drive issues through to resolution.
• Persistence and professionalism in managing vendors and escalations.
• Comfort operating in a complex multi-system environment with competing priorities.
• Ability to communicate effectively with both technical and non-technical audiences.

What success looks like

Success in this role means CRM and integration issues are resolved promptly, business-critical workflows operate reliably, and stakeholders have confidence in the system and its data. Over time, the environment becomes more stable, scalable, and predictable, with fewer recurring issues and stronger operational visibility.

Why this role matters

This role directly supports core organizational operations, including revenue, financial reporting, member experience, and cross-functional efficiency. A strong CRM Systems & Integration Lead will have measurable impact on system reliability, data quality, and the organization's ability to operate smoothly across departments and vendors.