Customer Success Director, Intapp UK.
Competitive Salary and benefits
Based from London, Manchester or home
Following another period of successful growth, we are looking to hire a Customer Success Director to take responsibility for managing a number of our large law firm clients. Our Customer Success team has an outstanding reputation and this is an exciting opportunity to join an industry leading software house. We have over 700 clients including over 620 or the world’s leading law firms.
The Customer Success Director plays a key role in the success of Intapp’s large clients by providing effective account management. The team’s philosophy includes:
Continuously demonstrate excellence in account management with your clients and within Intapp.
Understand the client’s business objectives, their operational initiatives and the outcomes they need to achieve to be successful with Intapp solutions.
Get involved at any stage of customer lifecycle – wherever your customers need your advocacy and assistance.
Operate collaboratively with the Sales team in creating and executing the strategic account plan.
Return clients to whitespace, be mindful of new opportunities and bring them to the attention of the Sales team.
Take ownership of at risk situations and ensure resolution and client retention.
Don’t give up easily – we fight for every client, for every subscription and work hard to ensure customer success.
Account Management: Customer Relationships and Knowledge
You are responsible for establishing and maintaining the customer relationships you need to maximize chances of retention of the Intapp products at the account. Priority should be given to forming relationships with business and IT owners at customers in your territory via QBRs, regular engagement and by becoming a trusted advisor. Knowledge of customers should extend to understanding of their general business objectives and their perception of Intapp as a partner/supplier to the firm.
Account Management: Engaging with “At Risk” Customers
CSDs are responsible for creation and execution of the strategy to convert customers that are “at risk” into successful customers. CSDs are to be at the center of coordination when such a situation arises. The response may include all parts of Intapp but is managed by the CSD. You will include all internal stakeholders when creating and executing your strategy.
Collaboration and Organizational Skills
You will work closely with the Sales team and leadership in the creation and execution of strategic account plans.
In addition, solving customer challenges routinely involves drawing together a virtual team from other Intapp departments to address customer issues as the CSD is responsible for ensuring action, momentum and the successful outcome.
CSM Organization Tools
The CSM team makes extensive use of salesforce and gainsight for the purposes of documenting our efforts and sharing information with other client-facing individuals and teams who rely on client understanding and insight. We publish account scorecards to Intapp via these means to ensure up to the minute understanding is available. You would contribute to this through consistent use of CSM team processes and tools.
Skills and Knowledge
8 + years experience in large firm account management operating in either the legal, accounting or financial services sectors
Strong commercial competence that may include some sales experience
Ideally, experience working in a SaaS/subscription-based software business
Proven success at managing virtual, cross-organizational teams to address customer issues
Ability to learn, understand and be articulate about the business needs and opportunities associated with Intapp solutions in the professional services segment
Enjoyment building relationships and working with senior stakeholders in large professional services firms
contact our recruiter Nigel Lawrence – email@example.com
or call on 0203 826 1062 to discuss this or our other opportunities.