At a Glance
- Tasks: Lead strategic accounts, ensuring exceptional customer experiences and driving service adoption.
- 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.
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 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 supportive environment that values diversity and inclusion. Join us to be part of a leading technology infrastructure services company where your contributions directly impact our clients' success and drive digital transformation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director – Strategic Accounts in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Microland. A personal introduction can make all the difference in getting your foot in the door.
✨Tip Number 2
Prepare for the interview by researching Microland’s services and recent projects. Show us that you understand their mission and how you can contribute to their customer success goals.
✨Tip Number 3
Practice your pitch! Be ready to discuss your experience in managing strategic accounts and how you've driven customer satisfaction in the past. We want to hear about your successes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining the Microland team.
We think you need these skills to ace Customer Success Director – Strategic Accounts in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Success Director. Highlight your experience in account management and customer success, especially with strategic accounts. We want to see how your skills align with Microland’s mission and values.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about driving customer success and how you can contribute to Microland’s growth. Be specific about your achievements and how they relate to the responsibilities outlined in the job description.
Showcase Relevant Experience:When detailing your work history, focus on your experience with managed services, cloud, and digital transformation. We’re looking for evidence of your ability to build relationships with CXOs and drive measurable business outcomes, so don’t hold back!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining the Microland team!
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 negotiation skills and how you've engaged with CXOs to drive business outcomes.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to resolve issues proactively or identify upsell opportunities. Be ready to discuss specific metrics, like NPS scores, to demonstrate your success.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about Microland's future strategies for client engagement or how they measure success in customer satisfaction. This shows your genuine interest in the role and the company.
