Director, Professional Services
Open to Remote
Location: Open to Remote, or Charlotte, NC or Jersey City, NJ
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.
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.
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