Senior Director of Client Experience

4 weeks ago

Chicago, Illinois, United States Intapp Full time
Job Title: Senior Director of Client Experience

We are seeking an experienced Senior Director of Client Experience to join our team at Intapp. As a key member of our leadership team, you will be responsible for unifying and optimizing the client experience across functional areas and improving our clients' journey.

Key Responsibilities:
  • Build an integrated strategy and execution plan for client health programs and operational processes across professional services, client success and support, and product management.
  • Identify and champion opportunities to improve cross-functional coordination, enablement, communication, and execution.
  • Implement and monitor reporting and metrics to ensure desired results are achieved to improve retention, ACV growth, and client satisfaction.
  • Develop and direct client programs that enable the successful migration from legacy products to the Intapp cloud platform.
  • Improve the product experience by advocating for client satisfaction-focused product enhancements and contributing to product roadmap development.
  • Manage at-risk clients and programs by working directly with clients, tracking product health, and identifying and improving drivers behind client satisfaction issues.
  • Team with client success to direct client outreach initiatives including user groups, early adopter programs, and client events.
  • Support the marketing and sales messaging and programs through the client journey.
  • Collaborate with the General Manager and business unit leaders on supporting the business unit's goals and objectives.
Requirements:
  • 7+ years building and leading customer success, support, and/or professional services organizations.
  • 5+ years of experience leading teams of more than ten individuals.
  • Able to lead and influence across multiple levels and multiple functions of an organization through persuasion, negotiation, and consensus-building.
  • Strong leadership presence with internal and external audiences; enthusiastic leader able to inspire others.
  • Deep analytical/quantitative skills and a process-oriented mindset.
  • Strong empathy for customers AND passion for revenue growth with a deep understanding of value drivers in recurring revenue software businesses.
  • Able to comfortably dive into any area of the business or product, understand business needs, and facilitate executive decisions based on changing priorities.
  • Able to take a concept, internalize it, rally others around, drive its implementation, and identify ways to continuously improve it.
  • Excellent written and verbal communication and presentation skills.
  • Experience in a combination of strategy, consulting, software, and/or equivalent industries.
  • Bachelor's Degree minimum, Master's or advanced degree strongly preferred.
  • Open to travel as needed for client and company meetings, no more than 15% of the time.
About Intapp

Our culture at Intapp emphasizes accountability, responsibility, and growth. We support each other in a positive, open atmosphere that fosters creativity, approachability, and teamwork. We're committed to creating a modern work environment that's connected yet flexible, supporting both professional success and work-life balance.

In return for your passion, commitment, and collaborative approach, we offer:

  • Competitive base salary plus variable compensation and equity
  • Generous paid parental leave, including adoptive leave
  • Traditional comprehensive benefits, plus:
  • Generous Paid Time Off
  • Tuition reimbursement plan
  • Family Formation benefit offered by Carrot
  • Wellness programs and benefits provided by Modern Health
  • Paid volunteer time off and donation matching for the causes you care about
  • Opportunities for personal growth 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 an impact and achieve your goals
  • Open offices and kitchens stocked with beverages and snacks

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