At a Glance
- Tasks: Lead strategic accounts, ensuring exceptional customer experiences and driving digital transformation.
- Company: Join Microland, a global leader in AI-driven technology infrastructure services.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with travel across the UK and a focus on innovation.
- Why this job: Make a real impact by building long-term partnerships with major clients.
- Qualifications: 12+ years in IT account management with expertise in cloud and automation solutions.
The predicted salary is between 80000 - 100000 £ per year.
Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We're a 36-year-old organization serving clients in over 100 locations globally. Microland’s driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC.
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 Microland’s strategic accounts by ensuring exceptional customer experience, driving adoption of Microland’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 Microland’s growth strategy.
- Customer Success
- Ensure delivery excellence and proactive issue resolution.
- Drive adoption of Microland’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).
- Track and communicate business outcomes achieved through Microland’s services.
- Maintain high Net Promoter Score (NPS) and customer satisfaction metrics.
- Anticipate and mitigate account risks through proactive planning.
- Ensure contractual compliance and SLA adherence.
- OEM Partnership
- Enable Better Solution Integration.
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.
(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Customer Success Director – Strategic Accounts employer: Microland Limited
Microland is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration. With a strong focus on employee growth, we provide ample opportunities for professional development and career advancement within our hybrid London or Birmingham locations. Our commitment to fostering long-term partnerships with clients ensures that our team members are engaged in meaningful work that drives impactful results.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director – Strategic Accounts
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Microland. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching Microland's services and recent projects. Show us you’re not just another candidate; demonstrate your passion for their mission and how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Director. We want to hear how you can drive customer satisfaction and growth for strategic accounts.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows us you’re genuinely interested in the position and appreciate the opportunity.
We think you need these skills to ace Customer Success Director – Strategic Accounts
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Director role. Highlight your experience in managing strategic accounts and how it aligns with Microland’s goals. We want to see how you can bring value to our clients!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible, like improvements in customer satisfaction or revenue growth. This helps us see the results you can deliver!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build strong relationships with clients, so showing your communication style and approach to customer success is key. Be yourself!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Microland Limited
✨Know Your Stuff
Before the interview, dive deep into Microland’s services and their impact on digital transformation. Familiarise yourself with their cloud, automation, and digital workplace solutions. This will help you speak confidently about how your experience aligns with their offerings.
✨Showcase Your Relationship Skills
As a Customer Success Director, building relationships is key. Prepare examples of how you've successfully managed strategic accounts in the past. Highlight your ability to engage with CXOs and stakeholders, and discuss how you’ve driven customer satisfaction and NPS metrics.
✨Be Ready to Discuss Growth Strategies
Think about how you can identify upsell and cross-sell opportunities within existing accounts. Be prepared to share specific strategies you've used in previous roles to expand business and drive adoption of services. This shows you’re proactive and results-driven.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle account risks. Prepare scenarios where you’ve had to resolve issues proactively or ensure contractual compliance. This will demonstrate your strategic thinking and ability to deliver excellence.
