Senior Manager - Professional Services

Senior Manager - Professional Services

Program Manager

Boston, MA

Asset Management Banking Financial Services Fintech Professional Services

JO-2104-1332

We are a leading global provider of GRC (Governance, Risk, and Compliance) advisory services and technology solutions. We partner with our clients to help them mitigate the regulatory, operational, and reputational risks associated with their business functions. Our clients include leading investment advisers, private fund managers, commodity trading advisors, investment companies, broker-dealers, and domestic and international banks. Position Objective: The individual in this position is responsible for leading our Professional Services and Product Implementation efforts related to our award winning compliance platform. This includes implementation, systems integration, upgrades, and client specific customizations for new and existing compliance customers. The individual will lead a team ensuring the successful and timely completion of these engagements with a high degree of customer satisfaction.

Summary of Responsibilities:

• Oversee and participate in product implementation and systems integration services, including upgrades, and client specific customizations for new and existing customers.
• Build an integrated project management methodology and series of playbooks for the implementation and systems integration efforts across the modules.
• Participate in client/prospect meetings, analyze business and technical issues, define requirements, propose solutions, participate in RFP response, and draft / maintain project plans along with estimated timeframes.
• Communicate and manage internal and external implementation / engagement requirements and expectations through the lifecycle of the client engagement with a focus on continually improving CSAT and NPS results.
• Maintain partnerships with internal stakeholders such as Sales/Account Management, Product Management, Product Engineering, Customer Success, Technical Support, and Operations.
• Define and report on KPIs, SOPs, and Utilization for the professional services / implementation team.
• Supervise, train, evaluate, oversee, recruit and provide feedback to team members.

Summary of Minimum Qualifications and Knowledge Requirements:

• Extensive experience working in professional services, implementation for an enterprise SAAS platform.
• Strong customer-facing Project Management and Business Analysis skills and experience leading complex customer project delivery.
• Strong Technical skills including REST APIs, SQL,.NET, python, familiarity with data models, ideally familiarity with our client's common vendor systems.
• Experience in financial services industry a plus
• Client Interaction, and Organizational skills.Dependable, flexible, and adaptable to new firmwide initiatives and changing client needs.
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Willing to undertake travel as needed.
• Bachelor's Degree / PMP or equivalent preferred