• Professional Services Leader

    Job Locations US-Remote
    Job ID
    2018-1254
    Category
    Professional Services
  • Overview

    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.

    Job Summary & Key Responsibilities

    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.

    Job Qualifications & Other Requirements

    PROFESSIONAL QUALIFICATIONS & EXPERIENCE

    • Significant, progressive Professional Services leadership experience within world-class enterprise software technology organizations. Experience in the transportation / logistics/TMS industry is strongly preferred, but not required.
    • Demonstrated ability to guide organizations through significant change and growth 
    • Track record of building a world class delivery organization that gets customers live on time, in budget and while generating high levels of customer SAT
    • Recent experience in a fast growing Enterprise SaaS business ($50-250M+)
    • Extensive experience in a software platform company where customer integrations are paramount
    • Experience with “productizing” services and implementing repeatable methodologies for customer enablement, six sigma or continuous improvement methodologies
    • Experience owning a P&L; implementing KPIs, and managing the team to achieve agreed upon goals (CSAT, profitability, on time performance, utilization and realization) in a data driven organization
    • Ability to build a talent pipeline; experience in attracting, hiring and managing talent with varied experience levels (e.g. experienced hires, new college hires)
    • Must possess the intellect and executive presence to serve as a true business partner to the CEO and COO and the ability to contribute to broader business conversations and strategy

     

    OTHER DESIRED CHARACTERISTICS

    • Strong communication and influencing skills, including the ability to communicate highly technical concepts to a non-technical audience.
    • A collaborative team player who is motivated by their ability to positively impact the organization and drive customer value.
    • “In the details” orientation with proactive management of the KPIs of the business 
    • Demonstrated ability to build credibility, confidence and influence with Board members, senior leaders, and management.
    • Superior project management and prioritization skills, ensuring the delivery of complex projects and product releases on-time, on-budget, and on-scope.
    • Appropriate empowerment of management team members as the organization scales and growth, through a strong decision-making framework, appropriate guidance and timely coaching.
    • Build and maintain a top-flight team by attracting and retaining key talent while continuously nurturing talent through coaching, enablement and other development programs.
    • Develop a strong communications framework which promotes an understanding of strategy, key objectives, project accomplishments and a clear articulation of priorities.

     

    PERSONAL CHARACTARISTICS

    • Entrepreneurial, with a high level of energy, dedication, and an unrelenting drive to succeed
    • Passionate to the best in the industry, delivering best-in-class services and customer support
    • Strategic, innovative thinker with proven execution, leadership & communication skills
    • Intelligent and analytical; ability to think deeply and qualitatively about business problems, breaking down issues and presenting solutions
    • Impeccable integrity and ethical standards
    • Extremely bright, with strong analytical and logical abilities, with a strong intellectual curiosity

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