Lead Client Success Strategist

3 weeks ago

Manchester, United Kingdom Intapp Full time

Lead Client Success Strategist, DealCloud for Professional Services

Intapp is a leading provider of enterprise software solutions tailored for professional services, private capital markets, investment banking, and real estate sectors. With a robust client portfolio that includes over 800 premier legal, accounting, and consulting firms, as well as more than 1500 private capital market clients, Intapp has established itself as a trusted partner since its inception in 2001.

The Lead Client Success Strategist (CSS) will collaborate closely with team members, the Intapp DealCloud Business Unit, and our sales division to engage with key stakeholders at our professional services clients, ensuring they meet their business goals through effective utilization of DealCloud. In this capacity, you will serve as a trusted advisor to our existing clientele, facilitating their successful adoption of DealCloud's capabilities. The CSS will comprehend clients' strategic objectives, keep them informed about the solution's development roadmap, and provide best practice recommendations.

To excel in this position, the Lead Client Success Strategist will possess deep domain expertise, particularly in the application of enterprise technologies within a professional services context, including deal management systems and customer relationship management (CRM) tools. Familiarity with the operational workflows of professional services firms will enable the CSS to engage with and influence business stakeholders effectively, assess client scenarios, offer insightful guidance, and help shape the agenda for client interactions while identifying specific corrective actions when challenges arise.

The Lead Client Success Strategist primarily engages with their designated client segment remotely, although occasional on-site visits and participation in user group meetings may be necessary.

Key Responsibilities:

  • Establish a strategic advisory relationship with assigned clients to enhance adoption, ensure retention, and foster client satisfaction.
  • Consult with clients post-implementation to ensure they are leveraging available features effectively and that configurations align with their organizational structure and requirements.
  • Assist clients with inquiries related to training, platform setup, workflows, and new processes.
  • Conduct regular meetings with clients to evaluate system usage, effective solution adoption, and business needs, coordinating with internal resources to resolve identified issues promptly.
  • Promote effective solution adoption through the application of change management strategies and clear communication of new features in ongoing product updates.
  • Collaborate with relevant Practice Group Leads (PGLs) to provide insights on market trends and facilitate introductions to other organizational resources and specialists as needed.
  • Articulate the benefits of DealCloud to all levels within a client organization, including business line managers and executive leadership.
  • Lead and/or support user community events for DealCloud in the professional services sector and actively contribute to online client communities.
  • Represent Intapp's industry expertise and thought leadership at conferences, events, and similar engagements.
  • Analyze client usage data to develop benchmarks, predictive KPIs, and recommend adjustments to system usage as appropriate.
  • Manage product enhancement requests from clients, overseeing the review process with the Product team and coordinating responses.

Qualifications:

  • Bachelor's Degree or equivalent professional experience.
  • Extensive experience in the professional services sector; knowledge of accounting and/or consulting industries is highly desirable.
  • Experience in account management and/or program management; familiarity with professional services clients is advantageous.
  • Hands-on experience with CRM and/or deal management software; knowledge of DealCloud is a distinct benefit.
  • Strong client service orientation.
  • Excellent analytical skills with the ability to gather and interpret input from diverse sources.
  • Effective time management skills with the ability to prioritize tasks.
  • Exceptional verbal and written communication skills, including the ability to listen attentively, influence, and network with a wide range of internal colleagues and external clients.
  • Resourceful problem-solver with a results-driven mindset.
  • Self-motivated, dependable, collaborative, and a team player.
  • Willingness to travel up to 20% of the year.

What You Will Experience at Intapp:

At Intapp, our culture emphasizes accountability, responsibility, and growth. We foster a supportive and open environment that encourages creativity, approachability, and teamwork. We are dedicated to creating a modern workplace that is both connected and flexible, promoting professional success alongside work-life balance. In return for your dedication, commitment, and collaborative spirit, we offer:

  • Competitive base salary along with variable compensation and equity options.
  • Generous paid parental leave, including provisions for adoptive leave.
  • Comprehensive benefits package, including generous paid time off, tuition reimbursement, family formation benefits, wellness programs, and paid volunteer time off.
  • Opportunities for personal and professional development within a community of talented professionals.
  • An open and collaborative environment where your background and contributions are valued.
  • Experience at a growing public company where you can make a significant impact and achieve your career goals.
  • Open office spaces and kitchens stocked with refreshments and snacks.

Intapp is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, or any other characteristic protected by applicable laws.

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