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: 20+ 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.
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: 20+ 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.
AVP Customer Success – Strategic Accounts in London employer: Microland Limited
Microland is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of London or Birmingham. With a strong focus on employee growth, we provide ample opportunities for professional development and career advancement, all while ensuring a hybrid work environment that promotes 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 technology infrastructure landscape.
StudySmarter Expert Advice🤫
We think this is how you could land AVP Customer Success – Strategic Accounts in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Microland Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Microland Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AVP Customer Success – Strategic Accounts in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Microland Limited:Your cover letter is your chance to shine! Tell us why you want to work at Microland Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Microland Limited!
How to prepare for a job interview at Microland Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
