MetricStream is the global market leader for Integrated Governance, Risk, and Compliance (GRC) solutions delivered on an intelligent integrated platform. MetricStream's purpose-built platform is proven with over a million global users, designed to serve GRC use cases across industries and powered by deep domain expertise, embedded content, rich context, integrated data, and explainable AI. Since 2001, MetricStream has empowered organizations to intuitively harness front-line intelligence that enables all stakeholders to make real-time risk-aware business decisions.
Job Description
MetricStream is looking for a leader to join its customer services team who has a successful track record of leading and growing a services business. Experience in managing large enterprise accounts (Implementations, Support and Upgrades), with multiple stakeholders and having accountability for a P&L.
Key Responsibilities
Project Delivery Management
- A transformational leader who has ownership and accountability for the customer services in/across region.
- Responsible for building, maintaining and growing a portfolio of GRC implementation services.
- Be customer-facing to ensure best in class customer experience while enabling profitable revenue growth.
- Develop annual financial plans that support the attainment of strategic and financial objectives.
- Partner with other regions and operations to standardize the delivery methodology.
- Execute client contracts (on time delivery, within budget, required resources and desired quality standards).
- Supervise the project teams in creating and tracking the project plans and ensuring flawless execution of the same.
- Coordinate internal resources and third parties/vendors for flawless execution of projects.
- Ensure adherence to the defined standards and processes for project delivery.
- Identify potential issues and implement a mitigation strategy with project teams.
- Capture & share all the critical data points of delivery and processes (dashboard).
- Ensure adherence to quality processes, quality gates and review mechanisms.
Client Relationship Management
- 360 degree view of the account.
- Customer stakeholder management (CEO, COO, Business & IT Heads)
- Build effective relationships with client project management teams
- Develop a strategic and operational understanding of the client's business, domain of operations and requirements in totality
- Supervise delivery teams to ensure that the client requirements are addressed, and the solutions enable team success
- Understand the norms of engagement between client, onsite team and delivery teams and ensure all norms are adhered to (client connect, review and handling escalations)
- Keep client up to date through formal weekly, monthly and quarterly connects
- Understand the risks associated with project delivery and draw a plan to mitigate the same
- Enable the organization move up in the engagement maturity hierarchy with the client
Team Leadership
- Assess the competencies available in the team and pro-actively work with HOS to build the required competency levels for the growth of the client accounts
- Evaluate performance and guide the team to exceed expectations
- Coach, develop and motivate the team to meet and exceed performance expectations
- Identify and develop potential delivery managers
- Foster a collaborative and high-performance culture within the team.
Process Improvement
- Continuously improve the project delivery processes and tools.
- Implement best practices and standards for project management.
- Identify and mitigate risks associated with project delivery.
Business Development
- Support business development efforts by providing delivery insights and expertise.
- Participate in proposal development and client presentations.
- Contribute to the strategic planning and growth of the delivery function.
Financial Management
- Drive Revenue Growth
- Manage the cost structure, revenue generation and minimize revenue leakage.
- Data savvy - forecast, budget, utilization, profitability
- Internal status reporting to leadership team
Skills And Experience
- 15+ years of experience leading customer services and managing large account, preferably in the SaaS industry
- Experience leading large teams, complex projects with multiple stakeholders and having accountability for a P&L
- Deep passion for customer experience, coupled with a driving motivation to solve their problems and continually improve their experience
- Proven ability to develop strong working relationships in a matrix, global environment and establish a high level of credibility across functional lines of business and organizational levels
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal skills.
- Strong comprehension, analytical and problem-solving abilities.
- Financial acumen and experience managing budgets.
- Ability to work in a fast-paced, dynamic environment.
Education
Bachelors or Master's in computer science or related disciplines Experience / PMP certification is a must.
MetricStream is proud to be an Equal Opportunity Employer. We not only celebrate diversity, we thrive on it. We are committed to creating an all-inclusive workplace and do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, genetic information, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other applicable characteristics protected by local, state or federal laws. All employment is decided on the basis of qualifications, merit, and business need.
