Dynamics 365 Adoption Guide Series

Dynamics 365 Implementation
Team Member Role Details

Dynamics 365 implementations can be complex, we are helping customers simplify them by giving them the tools to understand the resources and team members they will need over the course of their implementation project. 

Learn Resources Needed for a Dynamics 365 Implementation

Resource Planning Guide

This guide will help you identify the roles and resources needed for your upcoming Dynamics 365 Implementation. Identify who are your executive Sponsors, success owners and even Project Champions.

Your CRM or ERP is more than just a tool, understanding the key components of the implementation are important. Those key components are more than just the data and the configuration. These key components are also your people. Your people are the most important part of your implementation. We will help you with your selection of resources and team members.

Dynamics 365 Implementation Roles

When you begin selecting an ERP or CRM partner for your implementation, you take a lot of time and effort in making this selection. Often, we receive requests from our customers asking us what resources they need for a successful project. This guide helps customers plan what roles they should expect during their implementation, how much time they will need to dedicate during implementation and go live. 

Executive Sponsor

Key Focus

Ownership and Guidance

Department

Executive Leadership – CEO, CXO, CFO, COO, or  E/SVP

Summary of Role Functions

  • This individual plays a key role in managing the overall championship of the implementation and transformation throughout the project. They are the top-down player that will drive adoption from the top of the organization.

  • They are an influential leader who understands the project objectives, actively communicates the value of the implementation, and collaborates between departments.

Time Commitment

  • Pre-Launch: 45 minutes per week
  • Post-Launch: 15 minutes per week

Role Qualifications

  • Influential leader who instills organizational and cultural change through trusted leadership
  • An innovative visionary who encourages cutting-edge technology and new ideas and strategies
  • Collaborator of strategic relationships across boundaries and departments
  • Dynamics 365 advocate and evangelist of the implementation that is tech savvy

Role Responsibilities

  • Articulate the vision of the implementation and transformation project
  • Express the value proposition across the executive team and project teams
  • Serve as a community and adoption role model
  • Ensure funding and staffing is appropriate to successfully to execute change, not limited to collaboration programs

Next Steps with Dynamics 365

  • Deliver the program kick-off and introduction of the transformation effort to the organization
  • Use Microsoft 365 and Dynamics 365 tools to issue company-wide announcements and updates
  • Use modern engagement methods with employees to increase adoption and discussion

Success Owner

Key Focus

Ownership and Guidance

Department

Usually this individual will the the implementation business unit leader. They are responsible for the overall implementation and transformation project from a business unit level.

Summary of Role Functions

  • Plays a critical role for championing the collaboration strategy for the implementation of Dynamics 365.

  • An influential leader who understands the value of the project & actively communicates the in a more collaborative way.

Time Commitment

  • Pre-Launch: 1 hour per week
  • Post-Launch: 30 minutes per week

Role Qualifications

  • Trusted organizational advisor
  • Builder of strategic relationships 
  • Innovative leader who encourages new ideas
  • Equivalent levels of business and cultural acumen
  • Dynamics 365 advocate who is tech/social media savvy

Role Responsibilities

  • Serve as a community role model for change and adoption of Dynamics 365
  • Encourage Dynamics 365 usage and emphasize organizational support
  • Articulate the vision and value proposition across business stakeholders and users 
  • Ensure continued funding and appropriate staffing to successfully execute the implementation
  • Participate in network engagement to help launch efforts

Next Steps with Dynamics 365

  • Lead and introduce the program kick-off as well as help build adoption among champions and stakeholders
  • Take advantage of Microsoft Teams channels to keep a pulse on the organization and the adoption
  • Use Dynamics 365 and Microsoft 365 to issue business unit wide announcements
  • Periodically “like” posts that are appealing to encourage continued collaboration in the network

Project Champion

Key Focus

Ownership and Guidance

Department

Usually this individual will the the implementation business unit leader. They are responsible for the overall implementation and transformation project from a business unit level.

Summary of Role Functions

  • Plays a critical role for championing the collaboration strategy for the implementation of Dynamics 365.

  • An influential leader who understands the value of the project & actively communicates the in a more collaborative way.

Time Commitment

  • Pre-Launch: 2 hour per week
  • Post-Launch: 3 hours per week

Role Qualifications

  • Enthusiastic and forward thinking
  • Thought leaders who are excited to participate in making the Dynamics 365 implementation a success
  • Tech and Process Savvy

Role Responsibilities

  • Work with implementation partner to gather functional requirements 
  • Evangelize the Dynamics 365 solution and the business values across the teams and business units
  • Build awareness through informal communication channels (Microsoft Teams, Yammer, and LinkedIn)
  • Support Project managers in launch activities, awareness campaigns and engagement events.
  • Assist in welcoming new users, providing guidance and best practices

Internal Program Manager

Key Focus

Ownership and Guidance

Department

IT – Information Technology

Summary of Role Functions

  • Oversees the entire implementation rollout, from pre-launch, planning and assignments to execution and final project success assessments post-launch

  • Experienced in successfully managing an enterprise-wide initiative or implementation

Time Commitment

  • Pre-Launch: 2 hour per week
  • Post-Launch: 3 hours per week

Role Qualifications

  • Strong strategic leadership and interpersonal motivational abilities
  • Requires both technical and business acumen
  • Results-driven, problem solver
  • Detail-oriented, and excellent time management skills
  • Enterprise social advocate for the transformation program

Role Responsibilities

  • Define the outline of the project scope, timelines, milestones, goals and review with other stakeholders
  • Work with implementation partners to refine scope, build SoW and LoE for the implementation
  • Work with the Executive Leadership and Success Owners to select implementation vendor and execute SoW
  • Assign responsibilities and clearly communicate expectations to departmental leads, and champions
  • Ensure coordination of launch, communications, training plans and end-user engagement activities
  • Coach, mentor and motivate and supervise project team members and resolve rollout issues/conflicts

Next Steps with Dynamics 365

  • Create a SharePoint team site with an embedded Teams channel for the group to keep tabs on the rollout project plan and timelines, share status and updates, and delegate responsibilities. 

Training Lead

Key Focus

Ownership and Guidance

Department

Learning and Development or Human Resources

Summary of Role Functions

  • Establishes a thorough understanding of the Dynamics 365 solution and the training plan from the implementation partner that will be providing the post-launch training for end users and power users. 
  • Manages and delivers all ongoing training content using the created content by the implementation partner

Time Commitment

  • Pre-Launch: 4 hour per week
  • Post-Launch: 2 hours per week

Role Qualifications

  • Experienced in multi-channel training development strategy and delivery
  • Highly organized, detail oriented, excellent verbal and written communication skills
  • Ability to plan and coordinate with a diverse group of people
  • Video and LMS savvy

Role Responsibilities

  • Review resources provided by the implementation partner and customize the programs to meet internal standards
  • Integrate Dynamics 365 training into the new hire onboarding process
  • Coordinate logistics for all training activities, regularly conduct and supervise the Dynamics 365 solution training sessions

Departmental Lead

Key Focus

Ownership and Guidance

Department

All Departments, Business Units, and Management Levels

Summary of Role Functions

  • Evangelize the Dynamics 365 solution across teams and encourage active participation and engagement
  • Identify how specific departments and teams will use the Dynamics 365 solutions

Time Commitment

  • Pre-Launch: 3 hour per week
  • Post-Launch: 1 hours per week

Role Qualifications

  • Superior interpersonal skills; well-connected, influential, and respected among peers
  • Understanding of and the ability to navigate departmental operations, information environment, culture and organization
  • Strong mentoring skills and listening abilities
  • Management support and bandwidth to actively participate and fulfill leadership responsibilities

Role Responsibilities

  • Serve as a liaison to end user communities and the rollout team
  • Articulate the Dynamics 365 solution benefits and value across business units
  • Deliver department-specific communications and guidance on solution usage
  • Identify opportunities to streamline business processes during a Dynamics 365 solution implementation

IT Specialists

Key Focus

Ownership and Guidance

Department

IT – Information Technology

Summary of Role Functions

  • Oversees all technical aspects of integrating the Dynamics 365 solution with existing business applications
  • Has the authority to make high high-level IT decisions

Role Qualifications

  • Deep understanding of internal technical architecture and integration opportunities
  • Experience with managing IT support team and authority to make IT decisions affecting large audiences
  • Dynamics 365 solution advocate

Role Responsibilities

  • Work with the implementation or FastTrack team to technically onboard the organization to Dynamics 365
  • Identify and involve all required IT personnel
  • Work with project manager on integration timing/logistics
  • Communicate any technical issues or queries

Communications Lead

Key Focus

Ownership and Guidance

Department

Corporate Communications or Marketing Department

Summary of Role Functions

  • Oversees the development, approval and delivery of company company-wide communications related to the Dynamics 365 solution rollout
  • Strong working knowledge of internal communications best practices

Time Commitment

  • Pre-Launch: 5 hour per week
  • Post-Launch: 2 hours per week

Role Qualifications

  • Demonstrated success in developing and implementing corporate communications to a variety of audiences
  • Experience using social media tools and approaches as part of communication strategy
  • Outstanding writing and proofreading skills and excellent verbal communication skills
  • Authority to approve and deliver corporate communications, strong working knowledge of communications best practices

Role Responsibilities

  • Work closely with other members of the steering committee on rollout communication strategy
  • Customize communication materials to meet internal guidelines
  • Ensure timely delivery of all pre pre-launch and launch communications
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