Associate Director, Customer Platforms COE

Grant Thornton•Chicago, IL

2h•Hybrid

About The Position

The Associate Director, Customer Platforms COE sits within the Customer Platforms Strategy team in the Go-To-Market organization. This role is specifically accountable for leading the Customer Platforms Center of Excellence (COE) for M&A, integration, and onboarding activities, ensuring that newly acquired or integrated teams are successfully transitioned onto Grant Thornton’s global customer platforms without disrupting client relationships, pipeline, or operations. The Customer Platforms Strategy team is the function within the Go-To-Market organization responsible for the strategy, governance, and operational performance of the firm's commercial technology ecosystem including CRM, sales enablement, and client intelligence platforms used by go-to-market and commercial teams across the firm. The COE is a core part of this team, operating as a strategic partner to the business, focused on driving adoption and ensuring teams joining the GT network are onboarded effectively onto our global customer platform.

Requirements

8+ years in revenue operations, go-to-market enablement, sales operations, or a related commercial role
Driven platform adoption across go-to-market or commercial teams in a professional services or client-facing organization
Led onboarding, commercial integration, or systems transition work including in M&A or firm expansion contexts
Led and developed teams in a matrixed, professional services environment
Operated as a business-side owner of CRM platforms (Dynamics 365 or equivalent) configuration or development experience is not required
You lead with business outcomes, not system features technology is the means, not the end
You understand what go-to-market and commercial teams need to be productive, and you know how to remove the friction that gets in their way
You know how to influence senior stakeholders and shift entrenched behaviors across a complex organization
You bring structure to ambiguous environments and create operating models that hold up over time
You communicate with confidence at the executive level and make complex ideas accessible without losing substance

Nice To Haves

Professional services, Big 4, or financial advisory background strongly preferred

Responsibilities

Lead the Customer Platforms COE (M&A & Integration Scope)
Own the strategy, operating model, and execution of the Customer Platforms COE for M&A, integration, and onboarding initiatives
Serve as the primary commercial platform lead for acquisitions, integrations, and firm expansion efforts impacting go-to-market teams
Establish and maintain clear intake, prioritization, and governance processes for integration-related work
Partner closely with platform operations, data governance, IT, and integration teams to ensure readiness and execution alignment
Act as a trusted advisor to integration leaders and incoming executive teams on commercial platform transition strategy
Monitor adoption and productivity metrics and develop targeted interventions where gaps exist
Partner with service line and go-to-market leadership to build sustained engagement and a culture of effective platform use
Ensure training is practical, role-relevant, and grounded in how our commercial teams actually work
Oversee Onboarding onto the Global Customer Platform
Lead onboarding strategy and discovery for any team joining the GT network including acquisitions, new market entries, or firm expansions to understand their current commercial operations, client relationships, sales processes, and data landscape
Define what a successful transition onto the global customer platform looks like and own the plan to get there without disrupting ongoing client activity
Serve as the primary point of continuity between incoming teams and GT's commercial standards, ensuring new teams are set up to operate at full capability from day one
Partner with integration teams, incoming leadership, and GT stakeholders to execute onboarding on schedule and within scope
Maintain and refine frameworks that support consistent, repeatable onboarding regardless of the size or complexity of the incoming team
Contribute to Platform Strategy
Partner with the Director and the broader Customer Platforms Strategy team to inform the long-term customer platforms roadmap in alignment with firm growth priorities
Represent the Customer Platforms in cross-functional discussions with Commercial teams, Finance, Marketing and other firm functions
Ensure COE standards and governance practices reflect how our go-to-market and commercial teams operate and evolve as the business does
Other duties as assigned