VP of Customer Transitions

Vice President of Customer Transitions

Position Summary:

The Vice President (VP) of Customer Transitions will oversee the strategic direction and operational execution of all customer onboarding, transitions, and rollouts across the organization. Reporting directly to the EVP of Operations Support, this role is responsible for leading and optimizing the customer deployment process, ensuring smooth integration of new clients, and driving customer success from the initial phase through long-term retention, and terminations/exits as necessary. The VP will work cross-functionally with Sales, Operations, HR, and other business units to ensure seamless transitions, high-quality execution, and the creation of value-driven customer experiences.

Essential Duties and Responsibilities:

Responsibilities may include, but are not limited to:

• Strategic Leadership: Develop and execute the strategic vision for customer transitions, ensuring alignment with organizational goals and customer success initiatives. Set the tone for innovation, efficiency, and operational excellence throughout the customer lifecycle.
• Executive Oversight: Lead the deployment, implementation, and successful transition of new customer accounts, particularly for large awards, complex business rollouts, and seamless exits for departing clients. Ensure timely, efficient, and high-quality execution in all phases of customer transitions, from initial onboarding to full integration including maintaining compliance with contractual and strategic expectations.
• Cross-Functional Collaboration: Partner with the executive team, Strategic Account Management (SAM), Sales, Operations, HR, and Purchasing teams to manage and coordinate new business deployments, integrating multiple functions and ensuring smooth transitions across departments.
• Customer Relationship Management: Serve as the primary executive liaison for strategic clients during the transition process, fostering strong relationships and ensuring alignment on objectives and goals. Actively monitor and address any concerns, working proactively to resolve potential issues before they escalate.
• Operational Excellence: Use data-driven insights to monitor deployment performance, identify risks, opportunities for process optimization, and ensure high operational standards. Continuously refine strategies to ensure smooth customer transitions and integration processes.
• KPI Development & Performance Metrics: Establish and track key performance indicators (KPIs) to measure deployment success, monitor project timelines, and ensure operational efficiency. Hold internal teams and external partners accountable for meeting these performance targets.
• Change Management & Process Improvement: Spearhead change management initiatives and drive continuous improvement in customer transition processes. Ensure the integration of customer feedback into the deployment process to enhance the overall customer experience.
• Team Leadership & Development: Lead, mentor, and develop a high-performing team of deployment managers and customer transition specialists, providing guidance, training, and career development to ensure team success and alignment with organizational objectives.
• Risk Management & Issue Resolution: Proactively identify risks and challenges that may impact the successful transition of customer accounts, establishing mitigation strategies to minimize disruption. Address escalated issues and ensure successful resolution through effective leadership and collaboration.
• Executive Reporting & Stakeholder Communication: Regularly report to senior leadership on the status of customer transitions, providing insights on performance, risks, and opportunities. Maintain transparent communication with stakeholders and ensure alignment on strategic objectives.

Knowledge, Skills, and Competencies:

• Leadership and Strategy: Strong experience in leading cross-functional teams and driving complex customer transition projects. Ability to think strategically while executing tactically across a range of projects and departments.
• Operational Efficiency: Expertise in identifying process inefficiencies and using data-driven strategies to optimize operations. Proven ability to increase efficiency, improve timelines, and enhance customer satisfaction.
• Customer-Focused Approach: Deep understanding of customer needs and expectations, with the ability to design and implement transition processes that exceed these expectations.
• Influence & Communication: Strong interpersonal and communication skills, with the ability to engage senior stakeholders, influence decision-making, and drive change across organizational levels.
• Data-Driven Decision Making: Ability to leverage data and analytics to drive decision-making and continuous improvement. Proficient in interpreting complex data to deliver actionable insights.
• Problem Solving & Critical Thinking: Strong analytical skills, with the ability to assess situations, identify root causes of challenges, and implement effective solutions quickly and efficiently.

Educational Qualifications/Job Experience Requirements:

• Education: Bachelor's degree in Business Administration, Operations, or a related field required. A Master’s degree or MBA is preferred.
• Experience:
• Minimum of 10-15 years of leadership experience in customer transition, project management, or related fields, with a strong focus on customer onboarding and retention.
• Proven experience in managing large-scale deployments and driving strategic initiatives across multiple functions and teams.
• Expertise in program management, process improvement, and change management within a fast-paced, high-growth environment.
• Strong experience working with senior executives, managing complex relationships, and ensuring alignment across organizational functions.

Working Conditions/Physical Requirements:

• Schedule: Regular weekly schedule; weekends or holidays as needed depending on business requirements.
• Physical Requirements:
• Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer.
• Ability to speak clearly (use of voice) and engage with both internal teams and clients.
• Vision requirements include close vision, distance vision, and the ability to adjust focus.
• Environment: Office environment with varying conditions including temperatures and noise levels that support a dynamic workplace.

Travel: 25%