NEW YORK, October 12, 2022 /PRNewswire/ — Abacus Group, the leading managed IT services (“MSP”) provider for alternative investment firms, today announced that it has made two key appointments to its leadership team, Mike Hermann and Nileesh Gopu, to drive continued business growth and momentum, following an impressive 23% annual growth in 2022.
Herman, former GM of Abacus Group Service, becomes the company’s new GM of Customer Success, while Gopu, formerly VP of Customer Success at Data Intensity, joins as GM of Delivery. of global services.
The new appointments follow the completion of a strategic growth investment by private equity firm FFL Partners and bring the number of company employees to 250, more than doubling in less than four years. Driven by this investment-fueled growth, the Abacus Group plans to expand geographically. She recently opened a new office in Miami in response to the strong tendency of alternative managers to relocate their activities South Florida. The company is also developing strategies to migrate to new markets outside the US and UK and expand its reach across the financial services vertical.
As a founding member, Herman assumes his new role after accumulating nearly 15 years of experience at Abacus Group in a leadership position. Gopu brings more than 15 years of MSP and management solutions experience to this role, having grown a services organization from 150 to 650 employees and leading major initiatives to merge cross-functional support teams.
Herman and Gopu will have the opportunity to build on the company’s already dynamic growth, driven by increased customer engagement, with a 20% increase in users between 2021 and 2022. Herman will lead this effort, at Leading a new Customer Success department that will integrate the current Customer Relationship Management team and structure.
Herman’s team is already focused on generating more reports and data points on customer success metrics and proactively promoting sales of new products/services under development. Under Herman’s leadership, the team will also develop and launch a “Professional Customer Service Consulting Program” to improve customer service.
“Our clients are increasingly interested in leveraging our expertise and guidance. With the new Client Success Team, we want to build on this need and ensure that our service offering builds on our deep understanding of the client and applies it to their business challenges, just as an internal CTO would. I look forward to working more closely with our customers to understand what they need and ensure we deliver,” said Herman.
In his new role, Gopu will focus on identifying opportunities to guide service delivery at the next level. To support this plan, Abacus Group will increase its investments in hiring, employee training and analysis of customer and product profitability. The company will also increase spending on new processes, metrics, software and other tools to improve existing cross-departmental workflows while reducing escalations.
“My priority is to get to know our teams, key stakeholders, processes and customers better and to use my experience in accelerating business growth to identify and seize opportunities to help guide service delivery. Abacus to the next level,” Gopu said.
Chris GrandiCEO of Abacus Group, said, “Nileesh’s experience in managing teams and building effective processes will help us improve SLA compliance and resolution times, and help us focus more and more on better communication with our customers. At the same time, Mike’s expertise in the customer service roles he faces make him ideal to lead our customer service team and implement a more systematic approach to service delivery, using data, metrics and customer input to optimize the approach. »
About the Abacus Group
Abacus Group is a leading provider of hosted IT solutions and services focused on helping alternative investment firms by providing an enterprise technology platform specifically designed for the unique needs of the financial services industry. The innovative, award-winning Abacus Cloud Platform enables investment managers to meet any technology-as-a-service need, providing the ability to scale on demand to meet current and future requirements for cybersecurity, storage and compliance. The company has offices in New York, NY; San Francisco, California; Boston, MA; Dallas, TX; Greenwich, Connecticut; Los Angeles, CA; Charlotte, North Carolina; Miami, Florida; and London, England. For more information, visit www.abacusgroupllc.com.
SOURCE Abacus Group LLC