Vice President, Implementations, Digital Engagement Solutions

📋 Description

• • As the Vice President of Implementations for Digital Engagement Solutions at Computer Systems, Inc. (CSI), you will be at the forefront of driving successful, high-impact solution implementations across a diverse portfolio of business lines. This pivotal leadership role is responsible for ensuring the seamless execution of complex programs, encompassing new customer conversions, strategic cross-sell initiatives, and critical merger integrations. Your primary focus will be on achieving exceptional customer satisfaction, fostering deep product adoption, and optimizing financial performance throughout the implementation lifecycle.
• • You will be instrumental in applying CSI's enterprise methodology, robust tools, and established governance standards. In close partnership with the central operating model team, you will ensure strict adherence to all relevant regulatory and compliance requirements specific to the assigned business lines, safeguarding the company and its clients.
• • This position demands a senior escalation point for our most strategic customers, requiring you to build and maintain strong relationships, understand their unique business objectives, and ensure our solutions are delivering maximum value. You will lead and inspire a high-performing team of Directors, Managers, and senior individual contributors, aligning their efforts to the strategic goals of the business lines you oversee.
• • A key aspect of your role will be owning the end-to-end implementation success for your assigned business lines. This includes meticulous planning and execution to ensure on-time delivery, uncompromising quality, and the achievement of desired customer outcomes. You will continuously track Key Performance Indicators (KPIs) and strategically enhance delivery processes to optimize results, driving efficiency and effectiveness.
• • You will be tasked with leading strategic programs of high complexity and visibility, often serving as the executive sponsor for CSI's most important and demanding customers. This involves navigating intricate project landscapes, managing multiple stakeholders, and ensuring alignment across various internal and external teams.
• • In the realm of Customer Engagement & Escalations, you will act as the senior point of contact for strategic clients within your business line portfolio. Your ability to adeptly resolve complex escalations, align delivery efforts directly to customer business objectives, and proactively identify opportunities for expansion during the implementation phase will be critical to fostering long-term partnerships and driving revenue growth.
• • People Leadership is paramount. You will be responsible for building, developing, and mentoring a high-performing team. This includes fostering a culture of continuous learning, encouraging the development of subject matter expertise within your teams, and ensuring they are fully prepared for new product releases and enhancements in close collaboration with the Product and Training departments.
• • Cross-Functional Partnerships are essential for success. You will collaborate closely with Sales to refine scoping and develop effective attach strategies. You will work hand-in-hand with Product teams to ensure readiness for new releases and enhancements. Furthermore, you will partner with other business line implementation teams and external partners to guarantee end-to-end delivery excellence, and with Support and Customer Success teams to ensure smooth, seamless handoffs post-implementation.
• • You will also play a crucial role in partnering with the enterprise operating model team to champion and implement standardized processes and tools across the organization, driving consistency and scalability in our delivery operations.
• • This role is ideal for a seasoned leader with a proven track record in managing complex software implementations within the financial services sector, who thrives in a dynamic environment and is passionate about delivering exceptional customer value and driving business growth.