Manager, Mergers and Acquisitions

Position Overview: The Manager, M&A position at Aptive Environmental is responsible for ensuring a seamless transition for customers and acquired teams following M&A transactions. This role focuses on post-close retention strategies, field execution, and cross-functional collaboration to limit customer attrition and maximize operational continuity. The Manager will serve as the primary point of accountability for customer retention efforts, coordinating closely with field teams, customer experience groups, and corporate functions to ensure a smooth integration process.

Key Responsibilities:

Post-Close Integration & Execution:

• Involved in the post-close phase of integration for M&A deals, ensuring customer retention and operational continuity.
• Develop and execute customer outreach and engagement strategies to minimize attrition.
• Align all cross-functional teams—including operations, sales, marketing, and finance—on post-close priorities.
• Maintain accountability for field execution, ensuring acquired customer bases receive seamless service.
• Assist with the transition of acquired teams and processes into Aptive’s operational framework.
• Track and resolve any service disruptions, escalations, or operational gaps arising from the acquisition.

Customer Retention & Field Support:

• Design and implement targeted communication strategies to reassure customers and drive retention.
• Partner with field leadership to deploy outreach campaigns, ensure high-touch customer service, and address retention concerns.
• Analyze customer behavior trends and implement proactive retention initiatives.
• Train and support field teams in best practices for retaining acquired customers.
• Work with marketing and customer experience teams to develop retention-oriented messaging and engagement strategies.
• Working directly with Service Pros on best practices for upgrading, renewing and transitioning customer contracts from the previous company to Aptive post-acquisition.

Cross-Functional Coordination & Risk Management:

• Facilitate cross-functional collaboration between field teams, corporate operations, finance, HR, and marketing to ensure smooth integration.
• Identify and mitigate risks associated with post-close integration, including customer churn and operational inefficiencies.
• Lead structured integration meetings and regular touchpoints with internal stakeholders to maintain alignment.
• Serve as the primary point of contact for field teams navigating integration-related challenges.
• Implementing proactive customer loyalty initiatives post-close to minimize immediate attrition and enhance retention.

Performance Monitoring & Continuous Improvement:

• Define and track key performance indicators (KPIs) related to post-close customer retention and integration effectiveness.
• Leverage data analytics to identify trends, measure success, and drive process improvements.
• Develop reports and presentations for executive leadership, outlining integration progress and areas for improvement.
• Document and refine post-close playbooks for future M&A integrations, ensuring lessons learned are incorporated into ongoing strategies.