Vice President of Customer Integrations (REMOTE)

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timePosted 8 days ago location United States salarySalary undisclosed
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Job Description

Job Title Vice President of Customer Integrations Location Tysons Corner, VA (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. Requires project management skills, technical knowledge of the client and customer IT systems, and external and internal relationship management capabilities to complete the integration process timely and efficiently 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 Enter sensitive customer information in various systems, with exceptional attention to detail and zero defects 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 adviceconsultation 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 andor non-routine problems or customer challenges that arise during the integration process Develop, maintain and exercise appropriate technical expertise (as required) Ability to manipulate or interpret data in various formats such as JSON, XML, delimited text, etc. Aptitude with data transfer techniques and concepts such as REST APIs, FTP, SFTP, JSON, etc. 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 ldquoin the darkrdquo Documentation and Process Improvements Implement, maintain, and refine the clientrsquos customer integration process documentation. Develop reference architectures for external use by our customers. Create technical documents (e.g. product requirements, FAQs, Checklists, Dorsquos and Donrsquot s, Cheat Sheets, etc.) for internal and external use Develop deep understanding of the clientrsquos ldquoas isrdquo 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 ndash Able to connect, listen and understand (ability to influence without control) Clear and Effective Communicator ndash 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 ndash Able to reach out across the organization Judgment and decision making ndash Solves difficult problems with effective, practical solutions Flexible ndash Embraces change and new information to adapt work and behavior, especially while managing multiple (potentially competing) initiatives Continuous improvement ndash Demonstrates a passion and drive for results Continuous learning ndash Loves asking lsquowhyrsquo and learning about new things Strategic Thinker ndash 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 Technical proficiency, with the ability to utilize SQL DBMS and various connectivity solutions (FTPSecure FTP, Webfolders (WebDAV), VPN). Experience with different file formats (fixed length, delimited, XML and EDI) required 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