Who we are looking for Mercatus, a State Street Company, is seeking a Director of Program Management to ensure successful Implementation and Configuration Services ("ICS"), meeting customer requirements while promoting customer adoption and providing a channel for the sale of other company Software and Services. This role is extremely critical as it takes the handoff of a client from a finalized Sales contract to ensuring that the customer is effectively on-boarded (a consulting engagement that could last several months). As a new hire on this team in high growth phase, this person has the unique opportunity to also support business development efforts heavily throughout the sales process. As such, the role is equal parts Sales, Client Management, and Operations, and it works closely with every area within the company while gaining a deep understanding of all areas of the business. The Director of Program Management will be the key interface to customer success and have consistent exposure to large private markets funds and multi-national companies. The key to this role is delivery - the Director of Program Management will lead the execution to deliver to client goals while being a trusted advisor to the client. Remote work is a possibility.
What you will be responsible for
Client Work: Own client engagement and program management of Professional Services deployment
Oversee complex and strategic clients and own the client relationship throughout ICS
Assist in developing skills and best practices of new program and implementation managers
Guide customer to decisions / consensus and drive to deadlines assertively
Lead requirements gathering with customer to ensure successful configuration specific to needs.
Design ideal deployment outcomes for client. Heavy focus on end visuals in Business Intelligence for client use in reporting / analysis.
Define deployment options for customer and outline key advantages / disadvantages
Coordinate individual Business Managers responsible for various elements of customer integration
Deliver final configuration to customer and complete onboarding
Establish plan for Organization Change Management ("OCM") within customer org, including leading Live Training and supporting post-ICS adoption phases with Account Manager
Business Development: Sales / Marketing
Identify areas for other Software or Services within current customers through ICS engagements
Drive proof-of-concepts for specific functional groups within prospective customers or groups within existing clients to illustrate successful deployments and value of SaaS
Lead Trial account engagements for prospecting customers
Identify opportunities for Data Management Services and own scope / delivery for existing clients
Measuring Success: Metrics to gauge success of customer engagements:
Original Customer Success Factors / Goals of engagement
Final configuration vs Customer Requirements
Time to deployment vs Original Schedule
Successful renewal after first year of license
Customer adoption: Usage, Data Quality, Business Performance
Goals - First 2 Months
Lead new complex implementation efforts for individual clients responsible for ICS Sign-Off
Lead ongoing Customer Success Management efforts responsible for first year renewal
What we value
Highly driven, determined & business oriented.
Highly polished executive presence and sophistication to gain credibility with the firm's most senior professionals and provide leadership, guidance, and direction to a team.
Demonstrated ability to deliver on assigned responsibilities through commitment to quality and attention to detail.
Education & Preferred Qualifications
6+ years' experience implementing SaaS solution to private equity funds, i-banks, or Fortune 500
Management consulting or process/automation consulting experience
