We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
We are seeking a Managing 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.
Responsibilities
Client Leadership
- Serve as an executive advisor to C‑suite leaders on customer journey and customer success strategy
- Lead assessments, future‑state design, and roadmaps for customer journey transformation.
- Build and expand long‑term client relationships and transformation programs
- Connect customer experience improvements to measurable outcomes such as revenue growth, retention, and lifetime value
Growth and Business Development
- Own revenue, pipeline, and sales targets for the Customer Journey and Customer Success portfolio
- Lead opportunity identification, proposal development, and executive‑level selling
- Develop repeatable offerings aligned to Microsoft CRM and ERP platforms
- Partner with Microsoft alliance teams on co‑sell activities and go‑to‑market efforts
Solution and Delivery Leadership
- Design customer‑centric operating models across sales, marketing, service, and customer success
- Translate business strategy into Microsoft‑aligned solution architectures across Dynamics 365, Power Platform, and Azure
- Provide executive oversight for delivery teams to ensure adoption, value realization, and client success
Team Leadership
- Build and mentor high‑performing advisory and delivery teams
- Establish strong delivery standards, methodologies, and talent development practices
- Foster a collaborative, client‑focused team culture
Qualifications
- 10+ years of consulting or advisory experience focused on customer journey, CX, CRM, or customer success
- Experience operating at a Director or Managing Director level with revenue targets and pipeline accountability
- Strong executive presence and ability to lead C‑suite conversations
- Deep understanding of customer‑focused transformation enabled by Microsoft technologies
- Proven ability to lead complex programs and tie customer initiatives to financial outcomes
Preferred Qualifications
- Experience in Big Four, global system integrators, or advisory firms
- Expertise with Microsoft Dynamics 365, Power Platform, and ERP integrations
- Experience working with Microsoft alliance teams and co‑sell programs
- Industry experience in manufacturing, technology or SaaS, or retail and consumer sectors
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].
RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.
RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $181,900 - $397,700Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
Top Skills
RSM US LLP Chicago, Illinois, USA Office
30 S Wacker Dr, Chicago, IL, United States, 60606
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