Director of Customer Experience - MS Dynamics 365 CE, US

Our client is an AI transformation and technology services company helping enterprises improve customer engagement and modernize business processes. As a Microsoft partner, the company delivers solutions across Dynamics 365, Azure, Microsoft 365, Power Platform, and Microsoft AI technologies.

The organization combines consulting and technology expertise to help customers modernize operations, improve customer and employee experiences, and implement AI-driven transformation initiatives.

About the Role

We are looking for an experienced Director of Customer Experience to lead customer delivery operations, strengthen executive client relationships, and support growth within existing accounts.

This role is focused specifically on Microsoft Dynamics 365 Customer Engagement .

Key Responsibilities

- Act as a senior delivery leader and trusted advisor across customer accounts.
- Build and maintain strong relationships with executive stakeholders.
- Lead PMO processes, governance, and delivery standards.
- Oversee customer onboarding, implementation, and ongoing service delivery.
- Manage and mentor cross-functional teams, including Project Managers, Analysts, and Engineers.
- Ensure delivery KPIs, customer satisfaction, budget performance, and quality targets are achieved.
- Lead strategic planning, business reviews, and escalation management.
- Identify opportunities to expand services within existing customer accounts.
- Partner with Sales and Executive Leadership on account growth, renewals, proposals, and expansion opportunities.

Requirements

- 10+ years of experience in client delivery, program management, or consulting.
- Strong D365 CE experience is required.
- Experience managing complex customer accounts and cross-functional delivery teams.
- Strong executive-level communication and stakeholder management skills.
- Experience with VARs or within Microsoft/SaaS partner ecosystems.
- Ability to connect delivery excellence with customer retention and account growth.
- Bachelor’s degree required; MBA or advanced degree is a plus.
- Familiarity with Microsoft Copilot, Azure, and/or Power Platform preferred.
- PMP or similar project management certification is a plus.
- US сitizenship required.
- Ability to travel up to 25-30% locally and nationally.