MercuryGate provides powerful transportation management solutions proven to be a competitive advantage for today’s most successful shippers, 3PLs, freight forwarders, brokers and carriers. MercuryGate’s solutions are unique in their native support of all modes of transportation on a single platform including Parcel, LTL, Truckload, Air, Ocean, Rail, and Intermodal. Through the continued release of innovative, results-driven technology and a commitment to making customers successful, MercuryGate delivers exceptional value for TMS users through improved productivity and operational efficiency. MercuryGate offers business intelligence to improve transportation processes, increase customer satisfaction, and reduce costs with its adaptable, comprehensive transportation solutions suite.
Over the past 18 years, MercuryGate has achieved tremendous success as a founder lead organization focused on organic growth. In August of 2018, Mercurygate was acquired by Summit Partners, a leading growth stage equity investor. Summit’s investment thesis is centered on growing and scaling the Company via a combination of both organic and inorganic growth opportunities.
ABOUT THIS POSITION
The Professional Services Leader will report to MercuryGate’s Chief Operating Officer, and will be directly responsible for building and driving a world-class service delivery organization of 120+ individuals.
This role will be a key member of MercuryGate’s Senior Leadership Team (SLT), which represents the top functional leaders of the organization and is involved in all aspects of strategy and Company decision making. The role will be based in our Cary, North Carolina headquarters office.
ROLE & RESPONSIBILITIES
The primary objective for the Professional Services Leader is to transform the delivery team into a tier 1 Professional Services organization. This includes but is not limited to: proper scoping for all projects, resources planning, and implementing change management and change control; the goal being to bring projects in on time and on budget while maximizing customer satisfaction and furthering MercuryGate’s leading market position.
Specifically, he/she must not only build a service organization that is responsible for both the implementation of new client rollouts in a high growth, high velocity environment but also the on-going support/upgrades in its ever scaling customer base. Reporting to this role will be executives responsible for the implementation and delivery of all new logo projects, all existing customer projects as well as the Company’s “Boost” initiative, which utilizes pre-configured templates for shippers, freight forwarders and other transportation/logistics customers as the building block to “jump” start customer implementations and provide them with a quicker time-to-value. Additionally responsibility will include oversight of the Company’s customer-facing education services organization.
The selected individual will be expected to establish clear, measurable objectives and monitor these objectives regularly, providing coaching and feedback as required. In addition, he/she will be required to continuously improve upon implementation methodology while developing an internal knowledge management process to facilitate training and support models, and ensure that customer satisfaction is maximized.
The individual will also be expected to drive organizational change within the function to support the company’s aggressive business goals and growth objectives.
PROFESSIONAL QUALIFICATIONS & EXPERIENCE
OTHER DESIRED CHARACTERISTICS