Customer Support Voice

As part of the Professional Services organization within Mercatus, the primary goal of the Implementation 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 the customer is effectively on-boarded (a consulting engagement that could last several months). As a senior hire on this team in a 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 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 relationships throughout ICS • Guide customers to decisions/consensus and drive to deadlines assertively • Lead requirements gathering with the customer to ensure successful configuration specific to needs. • Design ideal deployment outcomes for the client. Heavy focus on end visuals in Business Intelligence for client use in reporting/analysis. • Define deployment options for customers and outline key advantages/disadvantages • Coordinate individual Business Managers responsible for various elements of customer integration • Deliver final configuration to the customer and complete onboarding • Establish a plan for Organization Change Management (“OCM”) within customer org, including leading Live Training and supporting post-ICS adoption phases with the Account Manager Customer Support • Research, reproduce, troubleshoot, and resolve customer software and technical issues raised by the customer via email, chat and phone. • Master the ever-evolving product to serve as a technical expert resource • Work with the global Customer Success team to continue to provide award-winning service to customers • Liaison closely with internal Engineering, Sales, Product, and Customer Success departments to improve customer experiences Data Management • Interpret and update Financial and Technical data (Training will be provided) • Audit investment reports, and cash statements, and verify that data is correctly posted, and transactions properly classified • Manage documents and database • Management of emails and providing accurate replies • Configuration and maintenance of interfaces that are used to capture transaction data Objectives • Measuring Success: Metrics to gauge the success of customer engagements: • Original Customer Success Factors / Goals of engagement • Final configuration vs Customer Requirements • Time to deployment vs Original Schedule • 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 solutions to private equity funds, i-banks, or Fortune 500 • 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 modelling highly preferred • Adaptability and desire to work in fast-paced, changing environment -724170