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Senior Director of Program Management, Mercatus, Vice President

Employer
State Street Corporation
Location
London, United Kingdom
Salary
Competitive
Closing date
May 27, 2023

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Job Function
Other
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
About Mercatus
At Mercatus, we are passionate about building trust and sustainability in private market investing. We do this by providing investors speed, transparency, and flexibility in managing their private investments. Mercatus has pioneered a modern data management technology platform that digitally transforms how private investors invest and operate to accelerate the return on their investments (deal to divestment). We do so by empowering stakeholders with collaborative Cloud-based analytic technology that integrates the information and processes needed to optimally manage the complete end to end investment lifecycle of diverse private investment portfolios.

Job Description
As part of the Professional Services organization within Mercatus, the primary goal of a Program Manager is 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). The Senior Director will lead the EU team, and 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 Senior 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 Program Management team will lead the execution to deliver to client goals while being trusted advisors to the clients. The Senior Director level is responsible for leading this team and for complex, strategic clients.

Primary Responsibilities
Team Leadership: Manage EU program management teams to successful client delivery
  • Oversee implementation team members within EU region
  • Ensure achievement of KPIs and client delivery outcomes for EU portfolio
  • Recruit, train, and develop new team members

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: Solutions Engineering, Scoping
  • Coordinate scoping process for potential new clients with Solutions Engineers and finalize scope and pricing for EU team delivery
  • Identify areas for other Software or Services within current customers through ICS engagements
  • Recognize case studies within successful clients and coordinate with Marketing to collateralize

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 at least 1 complex client
  • Ensure consistency of EU team to KPIs


Job Requirements
  • 5+ years' experience implementing SaaS solution to private equity funds, i-banks, or Fortune 500
  • Experience in infrastructure investments, private equity diligence, fund mgt, or process consulting
  • 2+ years' experience managing a team, including recruiting and hiring
  • 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
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers

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