CRM Product Specialist at FMC in Philadelphia, PA

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