Client Success Manager

Client Success Manager - DealCloud for Legal

The Client Success Manager works in collaboration with the DealCloud business unit, industry, product, and account management teams to engage with stakeholders at our legal clients. While managing a book of business focused on maximizing client value, you will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions that will ultimately increase effective adoption, and support retention and growth.

The Client Success Manager understands clients’ business goals, keeps them apprised of the solution roadmap, and makes best practice recommendations. You will work closely with the Account Management team, helping to streamline our partnership with them, and to ensure a seamless experience with Intapp for the client.

To be successful in this role, the Client Success Manager will be a domain expert, familiar with the use of enterprise technologies in a professional services firm environment, such as CRMs and Experience software. In addition, knowledge of the workflows of law firms will allow the Client Success Manager to interact with and influence the thinking of business stakeholders and to review client scenarios, offer cogent advice, and assist in identifying specific corrective measures when challenges arise.

The Client Success Manager primarily works with their segment of clients remotely, but occasionally client on-site visits and attendance at Intapp events and industry conferences are required.

What you will do:

• Establish a trusted/strategic advisor relationship with assigned clients to increase adoption, ensure retention, and build client satisfaction
• Handle the client transition from Implementation to Client Success
• Consult with clients post-deployment to ensure they are capitalizing on available features in the solution and that they are configured appropriately to the client’s organizational model and needs
• Regularly meet with clients to assess system usage, effective solution adoption, and client business requirements, and coordinate with appropriate internal resources to drive timely resolution of identified issues
• Drive effective adoption of solutions through application of change management methodologies and providing effective communication of new features in ongoing product releases
• Fully understand and clearly articulate the benefits of DealCloud to all levels of a client organization, including business line managers and C-level executives
• Lead and/or support DealCloud user community events and be an active contributor to our online client communities for professionals
• Serve as a visible presence in the marketplace, demonstrating Intapp’s industry expertise and thought leadership at conferences, events, and similar programs
• Curate product enhancement requests received from clients, manage the process of review with the Product organization, and coordinate responses to clients
• Organize client “watch you work” sessions to assist with site refinements

What you will need:

• Bachelor’s Degree or equivalent professional experience
• Substantial experience in the professional services industry; knowledge of the legal industry strongly preferred
• Experience in account management and/or program management; working with professional services clients is a plus
• Hands-on experience with CRM and/or Experience management software; familiarity with DealCloud a distinct advantage
• Strong client service mentality

• Strong analytical skills and an ability to collect and analyze input from multiple sources
• Strong time management skills; ability to multi-task and prioritize
• Superior verbal and written communication skills, including the ability to listen carefully, influence and network with a broad spectrum of internal colleagues and external clients
• Resourceful problem-solver, driven by results, and comfortable working in a start-up environment
• Self-starter, reliable, collegial and a team player 

If this Client Success Manager position interests and inspires you, please apply with Intapp today. 

Intapp provides equal employment opportunities to all qualified applicants 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, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.