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Vice President of Customer Integrations

PeopleCom Houston, TX

  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, medical
Job Description

Job Title: Vice President of Customer Integrations

Fully Remote

Description:

The Vice President of Customer Integration collaborates with and leads a diverse team to set up and create custom integration and management solutions for new and existing customers.

Job Requirements:

Strategy

  • Develop customer integration strategy roadmap to drive changes to enhance external value proposition (e.g., faster speed to market, lower total cost of ownership) and internal synergies (e.g., reduced waste)

  • Identify broader lessons learned from customer integration process to inform go-to-market strategy (e.g., where to play and how to win), customer growth strategy, and potential operational process improvements. Partner with relevant business leaders to implement potential solutions

  • Attend trade shows to help foster relationships with third party WMS and TMS providers and other industry players (as helpful)

  • Be a thought partner to senior business leaders

New Customer Onboarding / Existing Customer Change Management

  • Formulate and lead new customer integration process, including perform the following key functions:
  • Serve as point person for overall project plan internally and externally
  • Own accountability for integration timelines
  • Provide interpretive guidance and be a resource for all internal teams (Sales, Business Development, Account Management, Finance, IT, Operations and Customer Service Departments, etc.)
  • Manage customer relationship and expectations throughout process
  • Address any customer and vendor questions or issues
  • Conduct on-site visits to assess new customer needs (when applicable)
  • Lead post-go live analysis and retrospective to identify any gaps and potential process improvements
  • Provide advice/consultation to Account Management, IT, Operations and Finance and other internal teams to manage existing customer change management process, especially for any changes that require master data or system updates:
  • General Rate Increase implementations
  • Rate or surcharge updates
  • Service footprint changes or realignments
  • Network changes, including any time-in-transit updates
  • Customer data transfer changes
  • Contract updates
  • Manage multiple customer integrations simultaneously and on time. Prioritize and work in an environment with competing demands and timelines from multiple customers and lines of business

  • Work in a cross functional capacity across the organization to mobilize and align internal and external resources to complete customer integrations

  • Identify integration issues, formulate solution, and resolve integration issues, including any difficult and/or non-routine problems or customer challenges that arise during the integration process

  • Develop, maintain and exercise appropriate technical expertise (as required)

  • Maintain a professional demeanor and foster relationships with customers and third-party vendors. Facilitate transition of customer relationship from Business Development to Account Management teams

  • Communicate and collaborate effectively with internal stakeholders, including Executive team and Executive sponsor(s), such that all relevant stakeholders are provided regular status updates for each integration, and they are never “in the dark”

Documentation and Process Improvements

  • Implement, maintain, and refine the client’s customer integration process documentation. Develop reference architectures for external use by our customers. Create technical documents (e.g. product requirements, FAQs, Checklists, Do’s and Don’t s, Cheat Sheets, etc.) for internal and external use

  • Develop deep understanding of the client’s “as is” business and technology capabilities and limitations, as they currently impact the customer integration process

  • Maintain awareness of any prospective system changes and updates that may impact customer integrations going forward and engage in discussions (as appropriate)

  • Evaluate process gaps in customer integration process across all functions and identify opportunities for continuous process improvement. Develop necessary reporting to key stakeholders to help drive process improvements

  • Develop customer integration KPIs for both new customer onboarding and existing customer change management (e.g., time to integration, cost of integration, error rate). Establish target metrics for each KPI and provide visibility on achievement of those metrics to key stakeholders through dashboards or other reporting tools

Primary skills:

  • High EQ – Able to connect, listen and understand (ability to influence without control)

  • Clear and Effective Communicator – Able to translate between business and technical languages to create understanding amongst all key stakeholders. Also able to communicate with and influence a diverse external and internal audience (customers, third party vendors, Executives, technical SMEs, etc.) to reach consensus on integration schedules and other key issues

  • Collaborative approach – Able to reach out across the organization

  • Judgment and decision making – Solves difficult problems with effective, practical solutions

  • Flexible – Embraces change and new information to adapt work and behavior, especially while managing multiple (potentially competing) initiatives

  • Continuous improvement – Demonstrates a passion and drive for results

  • Continuous learning – Loves asking ‘why’ and learning about new things

  • Strategic Thinker – Able to think through long-and-short term implications of decisions

Required Skills & Experience:

  • Degree in Computer Science, Engineering, Business or other technical field

  • Five to seven years of relevant experience in a similar role

  • Excellent verbal, written, and presentation skills, including technical documentation

  • Strong organizational skills, with the ability to manage multiple projects at different stages

  • Demonstrated situational management capabilities, including being highly proficient and creative in problem solving, negotiations, etc.

  • Lean Six Sigma and business process management experience a plus. Passion for continuous learning and quality improvement a must.

  • Prior experience in industry is not required; passion for the industry is a must

  • Ability to work cross functionally to collaboratively understand and deliver on business needs

  • Able to balance fun & positive working relationships with the need to have direct conversations around business performance

PeopleCom

Why Work Here?
Hi growth, fast paced environment. Great benefits and autonomy.

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Houston, TX
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