Front Office Strategy Director

RSM•Chicago, IL

About The Position

We are seeking a Director to join our Front Office Advisory practice, responsible for shaping and delivering customer journey, customer experience (CX), and customer success transformations for enterprise clients. This role sits at the intersection of business strategy, operating model design, and Microsoft-aligned technology enablement (Dynamics 365, Power Platform, Azure, and adjacent ERP ecosystems). The successful candidate will be a trusted executive advisor, a market-facing leader, and a revenue owner, accountable for driving growth, building high-performing teams, and delivering measurable business outcomes across the customer lifecycle—from acquisition through retention and expansion.

Requirements

10+ years of experience in consulting, advisory, or professional services, with a focus on customer journey, CX, CRM, or customer success.
Proven experience operating at the Director level with: Revenue ownership
Sales and pipeline accountability
Executive client relationships
Strong understanding of ERP- and CRM-enabled front office transformation, particularly within the Microsoft ecosystem.
Demonstrated ability to link customer experience initiatives to measurable financial outcomes.
Experience leading complex, cross-functional transformation programs.

Nice To Haves

Background in Big 4, global SI, or leading advisory firms.
Deep familiarity with Microsoft Dynamics 365, Power Platform, and ERP integrations (Finance & Operations, Supply Chain).
Experience partnering with Microsoft Alliance teams and participating in co-sell programs.
Industry experience in one or more of the following: Manufacturing
Technology / SaaS
Retail / Consumer
Executive presence and credibility with C-suite stakeholders
Strong commercial instincts and deal leadership
Ability to balance strategy with hands-on execution
Clear, confident communicator who can simplify complex transformations
Builder mindset with a passion for scaling practices and people.

Responsibilities

Serve as a C-suite–level advisor to CEOs, COOs, Chief Customer Officers, Chief Revenue Officers, and CIOs on customer journey transformation and customer success strategy.
Lead end-to-end customer journey engagements, including visioning, current-state assessment, future-state design, and execution roadmap.
Own and expand strategic client relationships, driving multi-year advisory and transformation programs.
Position customer success as a value and growth engine, linking CX improvements to revenue growth, retention, NRR, and lifetime value.
Own revenue targets, pipeline development, and deal shaping for the Customer Journey & Customer Success portfolio.
Lead business development efforts, including opportunity identification, proposal development, pricing, and executive-level selling.
Build repeatable offerings and accelerators aligned to Microsoft ERP and CRM platforms.
Collaborate with Microsoft alliance teams on co-sell motions, joint solutions, and go-to-market strategies.
Define customer-centric operating models spanning: Sales, Marketing, Customer Success, Service, and Support
Define customer data, insights, and analytics
Define digital engagement, omnichannel service, and lifecycle orchestration
Translate business strategy into Microsoft-aligned solution architectures, leveraging: Dynamics 365 (Sales, Customer Service, Field Service, Customer Insights) Power Platform (Power Apps, Power Automate, Power BI) Azure data and AI services
Provide executive oversight across delivery teams, ensuring business outcomes, adoption, and value realization.
Build, mentor, and scale high-performing advisory and delivery teams.
Set quality standards, delivery methodologies, and talent development paths.
Foster a culture of client impact, accountability, and collaboration.