Director, Professional Services

Intapp Jersey City , NJ 07097

Posted 1 week ago

Intapp

  • Director, Professional Services

  • Open to Remote

Location: Open to Remote, or Charlotte, NC or Jersey City, NJ

Position Summary:

The Intapp Client Services team is critical to Intapp's success and mission. The Services team manages a portfolio of business across multiple geographic and industry segments. Each business segment has a Segment Lead responsible for achieving the organizational goals and owning the services book of business. Segment Leads are proven leaders adept at building and managing successful client relationships, accurately scoping new business, and working across organizational boundaries to deliver client success. The Segment Lead must effectively collaborate with Sales, Customer Success, Product, Intapp Partners, and the Intapp Professional Services delivery teams while keeping a constant focus on areas for operational and delivery improvement. Segment Leads report directly to the Intapp SVP of Client Services.

Ultimately, the Segment Lead is responsible for ensuring client delight during the product and service acquisition and implementation process. This includes making it easier to buy from Intapp, easier to work with Intapp Client Services, and easier to work with Intapp Partners. We are looking for an exceptional candidate who will play a critical role in scaling our business, ensuring we provide our clients with timely business solutions delivered with the high quality they expect.

The ideal candidate is a hands-on leader practiced in disparate and highly dynamic business settings. They can flex their preferred motivational, operational and decision-making styles with colleagues, subordinates, partners and customers. They will value customer face time, have a strong bias for action, and prefer our highly collaborative, team-based culture.

Job Responsibilities:

  • Role model Intapp's values and culture internally, with partners and with every current and prospective Intapp client

  • Develop deep, lasting relationships throughout our client's hierarchy focused on decision makers, influencers and end users

  • Provide consultative coaching support to our clients as they advance their business objectives along the Intapp platform

  • Guide the customer by providing consultative support around implementation risk management, change management and industry best practices

  • Represent the voice of the customer across the Intapp enterprise

  • Facilitate intra-company communication, planning, teamwork and joint problem solving

  • Promote a sense of urgency and accountability internally, with our partners and our clients

  • Leverage setbacks as learning opportunities promoting the continuous improvement of our employees, partners and clients

  • Facilitate customer outcomes where Intapp or our partners are engaged to deliver service

  • Ensure our customers achieve their objectives with the Intapp solutions

  • Constantly promote the progress, impact and value add provided by Intapp platform and partnership

  • Ensure each customer exits an Intapp or partner project as a willing reference for Intapp technologies and associated services

  • Facilitate internal, cross-functional and team- based problem solving leading to best outcomes for our customers and Intapp

  • Provide Sales support to include SOW development and SOW negotiation to deliver mutual benefit for the customer and Intapp.

  • Provide Client Services delivery governance to ensure timely guidance, support, and direction is given to meet or exceed customer expectations; eliminate blockers and mitigate risk.

  • Serve as the customer escalation point for Client Services engagements whether managed directly by Intapp Client Services or an Intapp Partner.

  • Support sales in driving account growth through existing clients and assist the sales team in driving new business utilizing your business expertise. Achieve our business growth target as measured by annual contract value (ACV).

  • Accountable for key services financial goals and metrics, including bookings, supporting revenue growth, and helping to maintain strong gross margins.

  • Collaborate across the entire company to make operations as effective and efficient as possible for both our teams and our customers.

Required Experience & Skills:
  • 8+ years of proven experience delivering against key performance indicators, preferably2020443) in a SaaS Professional Services organization.

  • Demonstrated success in Professional Services delivery roles (functional, technical, or project management) delivering complex client projects within an enterprise software company.

  • Highly skilled in managing and influencing the performance of subordinates, partners and customers

  • Experience coaching clients and cross functional teams in a SaaS professional services environment

  • Experience with change management techniques in both internal, partner and customer-based settings

  • Professional Services industry (including legal and accounting) experience a plus

  • Extensive knowledge and experience of end-to-end project delivery and associated core phases: Initiation, Planning, Execution, Controlling and Closure.

  • Advanced management skills including negotiating, influencing, and conflict resolution.

  • Strong internal networking skills with experience of removing internal barriers between teams to enable them to complete their objectives.

  • Superior written and verbal communications skills, including the ability to listen carefully and to communicate effectively within a diverse environment.

  • Comfortable working in a dynamic and fast paced environment.

  • Resourceful, results-oriented, and highly energetic.

  • Self-starter and proven team player.

  • Bachelor's degree required or related equivalent experience.

  • Travel required at least 50% when safe to do so again

Preferred Experience & Skills:
  • Master's Degree

#LI-AS1

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Business Analyst Regulatory Or Professional Services Experience

The Bank Of New York Mellon

Posted 3 days ago

VIEW JOBS 5/8/2021 12:00:00 AM 2021-08-06T00:00 Pershing Technology is the global leader trusted by other global leaders to ideate, innovate, and implement next-generation solutions for trade execution, clearing, custody, and a broad array of the critical technology services upon which enterprises from all segments of the financial markets rely. Building upon world-class infrastructure, Pershing Technology's portals and systems deliver state-of-the art applications that empower our clients to build their businesses and better serve their investors. Consults with stakeholders to analyze, define, challenge and prioritize the business requirements, functional specifications and operational architecture for a functional work stream within a highly complex strategic, global program. Formulates and defines program scope and objectives for the work stream with thorough understanding of business processes in a specific business domain. Tailors standard processes and templates for team to elicit, challenge, and prioritize requirements, and translates into functional design and use case models. Develops project scope, objectives, constraints and assumptions for a large, strategic, multi-year program. Prepares and manages the project plan, issues and risks, and is accountable for overall delivery of their assigned functional work stream on a large-scale program. Provides guidance in development of the technical design, test plans, and user documentation. Leads implementation/conversion strategy planning and implementation. Manages scope and change throughout the initiative utilizing formal change control and requirements traceability. Gathers and analyzes information and develops recommendations to address strategic business objectives that span multiple, global business and technology areas. Participates in industry forums and keeps current on domain knowledge for their specific business and application areas of expertise. Applies experiences across various software and/or systems development processes to define and collect metrics and identify and implement opportunities for improvement to increase quality of requirements and speed time-to-market. Actively influences software and/or systems development process improvement initiatives. Contributes to the achievement of related area objectives. Qualifications The associate must be proactive to drive business solutions with the ability to elicit and document business requirements, clarify problems, communicate project status, day-to-day hands on engagement across the stakeholders and demonstrate senior level quality and expectations for project delivery. The senior associate must be an active participant in organization transformation initiatives, take ownership and drive strategic assignments with value-added impact to the project, display a level of commitment and purpose to deliver faster with high quality output. Bachelor's degree in business or technical-related discipline, or equivalent work experience required, advanced degree preferred, 8-10 years of experience in providing consulting advice to senior IT and business management required, experience in the securities or financial services industry is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Primary Location: United States-New Jersey-Jersey City Internal Jobcode: 96027 Job: Information Technology Organization: Pershing Technology-HR06376 Requisition Number: 2105265 The Bank Of New York Mellon Jersey City NJ

Director, Professional Services

Intapp