Job description
Position Summary:
The Segment Lead is critical to the success and mission of our Professional Services business. The Services team manages a portfolio of business across multiple geographies in the Professional Services industry segment. This position will be responsible for partnering with the North America Account Management to grow and expand our professional services products within the North American geography across our legal industry. The focus of this role will be on the mid market clients within our legal industry but also partnering with Sr. Services leadership to drive our Managed Services offering (services only) across North America for our larger clients. Segment Leads act as strategic leads for the client/prospect, building trusted client relationships, accurately scoping new business with assigned subject matter experts, and collaborating cross-functionally to deliver client success. Segment Leads must partner effectively with our Product Group Leads, Account Management/Software Sales team, Client Success, Product, and the Professional Services delivery teams, while keeping a constant focus on identifying areas of operational and delivery improvement. Segment Leads report directly to services sales leadership in North America.
Ultimately, the Segment Lead is responsible for improving the experience for every Professional Services/Legal Industry mid-market client by supporting the Professional Services Account Team and the Managing Directors who are responsible for software sales of mid-market clients. In addition, this Segment lead will be responsible for driving services only business across all Large Legal NA clients, working closely with more senior North American services leads. This includes creating efficiencies in how clients purchase Intapp software and in turn work with our Services delivery teams. The Segment Lead plays a critical role in providing our clients and prospects with the strategic, high-quality, and timely solutions.
Essential Functions:
- Act as Services Segment Lead and primary partner for the North America Mid Market Legal Industry Account Team and Managing Directors, in a key strategic developing new business
- Support North America Mid-Market Account Team and Managing Directors in driving account growth through existing clients utilizing business expertise.
- Play a key role in the Services team, ensuring each customer exits an Intapp or partner project as a willing reference for Intapp technologies and associated services.
- Build and maintain senior client relationships for Services within the segment.
- Drive services only business, and our Managed Services offering with all Large Legal clients across North America with a focus on those who have purchased most of Intapp Software, if not the entire Intapp Platform.
- Provide support to include SOW/Order Form development and SOW/Order Form negotiation to deliver mutual benefit for the customer and Financial Services.
- Achieve our business growth bookings targets
- Provide delivery governance for services performed with Mid Market Legal clients to ensure timely support and direction is given to meet or exceed customer expectations, eliminate blockers, and mitigate risk.
- Services lead for clients/prospects in the mid market to understand their strategic objectives, use cases and product solution architecture as key learnings to determine services requirements.
- Serve as the customer escalation point for key/strategic mid market legal segment services engagements
- Accountable for services financial goals and metrics, including bookings, revenue, gross margin
- Own operational metrics, such as time-to-value, client satisfaction targets as measured by our post-engagement NPS survey and client retention.
- Help develop Services capabilities for repeatable offerings development to increase sales efficiency
- Build strong relationships with clients and stakeholders (internal and external).
- Provide regular feedback to the Professional Services PMO to guide future methodology and Services development.
Required Experience & Skills
- 4-5 years of experience in Professional Services supporting strategic services sales growth and primary accountability for client services delivery
- Bachelor’s Degree in Management Information Systems, Business Administration, or equivalent relevant experience
- Solid experience and track record in strategic selling, delivering, and managing a portfolio of clients and projects
- Proven ability to advance conceptual ideas and engage multiple stakeholders, internal and clients, to decision points
- Experience or expertise in the Legal or Consulting Industry
- Extensive knowledge and experience of end-to-end services delivery and associated core phases: Initiation, Planning, Testing, Rollout and Closure
- Strong internal networking skills with experience of removing internal barriers between teams to enable them to complete their objectives
- Superior written and verbal communications skills, including the ability to listen carefully and to communicate effectively within a diverse environment
- Comfortable working in a dynamic and fast paced environment
- Resourceful, results-oriented, and highly energetic
- Self-starter and proven team player
- Skills in negotiating, influencing, and conflict resolution
Preferred Experience & Skills
- 3-6 years prior Professional Services sales background in an enterprise software company
- Proven experience leading teams to deliver against key performance indicators
- Demonstrated success in Professional Services delivery roles (functional, technical, or project management) delivering complex client projects within an enterprise software company
- Master’s degree
- Experience with Intapp technologies
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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. All offers are contingent upon passing a criminal history and other background checks if applicable to the position.
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