Associate Director, Customer Platforms COE

Grant Thornton is seeking a Customer Platforms COE Associate Director to join the team in Chicago, IL. 

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.

Your Day to Day

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

 

You Have the Following Experience

What You've Done

• 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

What Sets You Apart

• 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 b