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Lead Client Success Strategist

3 months ago

London, Greater London, United Kingdom Integration Appliance, Inc. Full time
Lead Client Success Strategist - Integration Appliance, Inc.

Lead Client Success Strategist, Integration Appliance, Inc.

Integration Appliance, Inc. is a leading provider of enterprise software solutions tailored for professional services, private equity, investment banking, and real estate sectors. Our clientele includes over 800 premier legal, accounting, and consulting firms, alongside more than 1500 private equity clients. Since our inception, we have established a strong global presence with offices across various regions and a dedicated workforce exceeding 1500 professionals.

The Lead Client Success Strategist (CSS) will collaborate closely with team members, the Integration Appliance Business Unit, and our sales department to engage with stakeholders at our Accounting & Consulting clients, assisting them in achieving their strategic objectives through our solutions. In this capacity, you will serve as a trusted advisor to our existing client base, facilitating effective utilization of our software offerings. The CSS will comprehend clients' business aspirations, keep them informed about the solution roadmap, and provide best practice recommendations.

To excel in this role, the Lead Client Success Strategist will possess deep domain expertise, particularly in the use of enterprise technologies within a professional services environment, such as deal management systems and customer relationship management (CRM) tools. Additionally, familiarity with the operational workflows of Accounting & Consulting firms will empower the CSS to engage with and influence business stakeholders, analyze client scenarios, offer insightful advice, collaborate on strategic initiatives, and identify specific corrective actions when challenges arise.

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

Key Responsibilities:

  • Establish a trusted advisory relationship with assigned clients to enhance software adoption, ensure client retention, and foster satisfaction.
  • Consult with clients post-implementation to ensure they are leveraging available features effectively and that configurations align with their organizational needs.
  • Assist clients with inquiries related to training, platform setup, workflows, and new processes.
  • Conduct regular meetings with clients to evaluate system usage, adoption effectiveness, and business requirements, coordinating with internal resources to resolve identified issues promptly.
  • Promote effective adoption of solutions through change management methodologies and communicate new features in ongoing product updates.
  • Collaborate with Practice Group Leads (PGLs) to provide insights on market trends and facilitate introductions to relevant organizational resources and specialists.
  • Articulate the benefits of our solutions to all levels within client organizations, including business line managers and executive leadership.
  • Lead and support user community events for Accounting & Consulting professionals and actively contribute to online client communities.
  • Represent the company in the marketplace, showcasing industry expertise and thought leadership at conferences and events.
  • Analyze client usage data to develop benchmarks, predictive KPIs, and recommend modifications to system usage as necessary.
  • Manage product enhancement requests from clients, coordinating reviews with the Product team and communicating responses to clients.
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 our solutions is a distinct benefit.
  • Strong client service orientation.
  • Excellent analytical skills with the ability to gather and assess input from diverse sources.
  • Effective time management skills; ability to prioritize tasks efficiently.
  • Exceptional verbal and written communication skills, with the ability to listen attentively, influence, and network with a wide range of internal colleagues and external clients.
  • Resourceful problem-solver focused on achieving results.
  • Self-motivated, dependable, collaborative, and a team player.
  • Willingness to travel up to 20% of the year.
What We Offer:

At Integration Appliance, Inc., we foster a culture of accountability, responsibility, and growth. We support one another in a positive, 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 provide:
  • 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 program.
    • Family Formation benefits.
    • Wellness programs and benefits.
    • Paid volunteer time off and donation matching for charitable causes.
  • Opportunities for personal and professional development supported by a community of talented professionals.
  • An open, 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 communal kitchens stocked with refreshments and snacks.