Who we are looking for
As part of the Professional Services organization within CRPM (Charles River Private Markets), the primary goal of the Global PS Director will be ensuring successful Professional Services (“PS”) 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 the senior hire on this team overseeing all regions, this person has the unique opportunity to also support business development efforts heavily throughout the sales process and will be the lead in definition of PS scope and PS team assignment / development. 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 Global PS Director 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 Global PS Director will lead the execution to deliver to client goals while being a trusted advisor to the client. It is expected this role will oversee all Professional Services work within the region while also supporting business development efforts to scope and close new clients.
Why this role is important to us
The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.
Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.
What you will be responsible for
As PS Director you will
- PS Team Ownership: Own PS teams and program management of Professional Services deployment
- Oversee global portfolio of clients and Professional Services teams within the regions (assign and monitor PS team progress on each client)
- Forecast global PS work and maintain staffing plans to facilitate planned work
- Hire staff; ensure proper training, motivation, mentorship
- Achieve PS revenue goals and utilization targets
- Ultimate ownership of client delivery:
- Review implementation status and resolve issues
- Work hands on with clients as necessary to achieve success toward client outcomes, budget, and timelines
- Maintain utilization target of 20%
- Ensure PS process and staff adhere to policies and procedures
- Maintain oversight of Data Management Services (DMS) and determine appropriate scale and hiring plan
- Business Development: Sales / Marketing
- Support sales teams in new client discovery. Lead scoping and Professional Services definition for prospective clients.
- Coordinate with Product Management teams on roadmap, timelines, and client commitments based on direct client feedback and strategic clients
- Be the starting point for new lines of Services or adjustments to existing pricing, process, or delivery of existing services
- Identify areas for other Software or Services within current customers through ICS engagements
- Support proof-of-concepts or demos during PS process for specific functional groups within new clients to facilitate successful deployments
- Support creation of case studies to publish to industry and Sales as collateral
What we value
- 10+ 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
- Experience leading change management efforts across large enterprises (50+ people across regions)
- 3+ years’ experience managing cross functional and multi-regional teams
- 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
Education & Preferred Qualifications
- Degree in finance or business preferred
- CAIA or CFA designation highly preferred
Additional requirements
- Ability to travel as required for customer engagements (~ 30%), including internationally
- Adaptability and desire to work in fast-paced, changing environment
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 in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program 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 perspective 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 the 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 program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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