Position: Customer Success Director – Strategic Accounts
Location: London or Birmingham (Hybrid) Travel: As required across UK Reports to: SVP – Geo Leader (EMEA) Role Purpose Own and grow Client’s strategic accounts by ensuring exceptional customer experience, driving adoption of Client’s services, and expanding wallet share. This role is critical for building long-term partnerships and delivering measurable business outcomes for clients.
Key Responsibilities
- Account Management Serve as the primary executive contact for strategic accounts.
- Develop and execute account plans aligned with client objectives and Client’s growth strategy.
- Customer Success Ensure delivery excellence and proactive issue resolution.
- Drive adoption of Client’s digital transformation offerings (cloud, automation, digital workplace).
- Growth & Expansion Identify upsell and cross-sell opportunities within existing accounts.
- Collaborate with sales and delivery teams to convert opportunities into revenue.
- Executive Engagement Build strong relationships with client CXOs and key stakeholders.
- Conduct regular governance meetings and quarterly business reviews (QBRs).
- Value Realization Track and communicate business outcomes achieved through Client’s services.
- Maintain high Net Promoter Score (NPS) and customer satisfaction metrics.
- Risk Management Anticipate and mitigate account risks through proactive planning.
- Ensure contractual compliance and SLA adherence.
- OEM Partnership Joint Go-to-Customer Opportunities Enable Better Solution Integration Identify Upsell/Cross-sell Opportunities
Required Skills & Experience
- Experience: 12+ years in IT services account management or customer success, with at least 5 years managing strategic/global accounts.
- Expertise: Managed services, cloud, automation, and digital workplace solutions.
- Global Delivery Model Knowledge: Strong understanding of offshore/nearshore delivery frameworks.
- Competencies: Relationship management, strategic thinking, negotiation, and executive communication.
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Director of Customer Success employer: KTek Resourcing
Microland is an exceptional employer located in London, UK, offering a dynamic work culture that fosters innovation and collaboration. As a leader in IT services, we provide our employees with ample opportunities for professional growth and development, alongside competitive benefits that support work-life balance. Join us to be part of a forward-thinking team that values your contributions and empowers you to drive meaningful change in the industry.
