Program Manager EMEA, Charles River Development, Assistant Vice President

Job Description As part of the Professional Services organization within Mercatus, the primary goal of the Program Manager will be ensuring successful Implementation and Configuration Services ("ICS") to meet 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 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 Program Manager 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 Program Manager will lead the execution to deliver to client goals while being a trusted advisor to the client.

Primary Responsibilities

• Client Work: Own client engagement and program management of Professional Services deployment
  • Manage customer relationship throughout ICS
  • 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

Objectives

• 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 12 Months
  • Lead new implementation efforts for individual clients responsible for ICS Sign-Off
  • Lead ongoing Customer Success Management efforts responsible for first year renewal

Job Requirements

• 2+ years' experience implementing SaaS solution to private equity funds, i-banks, or Fortune 500
  • Experience with eFront, iLevel, Chronograph, Cobalt, Anaplan preferred
• Experience in infrastructure investments, private equity diligence, fund mgt, or process consulting
• Experience leading change management efforts across large enterprises (50+ people across regions)
• Ability to communicate equally effectively from C-level to entry level employees
• Strong interpersonal skills to manage client relationships
• Analytical with strong problem-solving skills
• Process efficient with heavy attention to detail
• Ability to proactively seek solutions and ways to improve performance
• Experience working with Business Intelligence dashboarding / data modeling highly preferred
• Experience delivering corporate training, proof-of-concepts, and promoting software usage preferred
• Ability to travel as required for customer engagements (~ 30%), including internationally
• Adaptability and desire to work in fast-paced, changing environment
• CAIA or CFA designation highly preferred