Client Experience, Senior Director Ops & Finance

Client Experience Senior Director Ops & Finance

We are currently looking for an experienced, client-focused operations leader to join the Time business unit at Intapp.

The Senior Director of Client Experience reports to the General Manager and is responsible for unifying and optimizing the client experience across functional areas and improving our clients’ journey.  If you are adept at identifying issues that impact the client experience, leading through influence, bringing stakeholders together, facilitating consensus, and driving to outcomes, then this job can provide a great deal of personal and professional satisfaction.

Strengths in written and oral communication, business process optimization, change management, and client relationship management are key, as is the ability to assess business impact and direct prioritization.

What you will do:

• 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 Manger and business unit leaders on supporting the business unit’s goals and objectives.

What you will need:

• 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.

What you will gain at 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