Sr Manager, Implementation Services

Sr. Manager, Implementation Services

Intapp is hiring a Sr. Manager of Implementation Services in their Charlotte, NC office to provide leadership over the North American Client Implementation team within the company’s DealCloud business unit.  Areas of focus will include the management of resources across multiple client delivery teams, sponsor-level governance on key client projects, and Sales support for our Services Sales team.  Key responsibilities are outlined below in more detail:

Implementation Team Management:

• P&L ownership of a multi-million dollar team revenue target
• Responsible for the overall execution and delivery quality of a portfolio of client implementations, as well as overseeing resource staffing, resource forecasting, project budgets/profitability, and delivery team efficiency
• Directly manage multiple frontline Managers, Implementation Services and indirectly manage their delivery teams (30+ indirect reports)
• Provide your direct reports with guidance on the development and growth of personnel on their teams
• Conduct weekly tactical check-ins with direct reports and other key resources to understand any project/client risks within your portfolio and/or any personnel issues and concerns
• Provide regular reporting to senior management regarding key accounts, financial metrics, client escalations, and personnel updates
• Build relationships and liaise with other Intapp client facing teams (Client Success, Technical Services, Account Management, Product Support, Sales) to ensure a high-quality client experience
• Build relationships with internal teams (Operations, HR, Talent Acquisition, Finance) to support services operations such as hiring, reporting, and professional development
• Work with other services team leaders within Intapp (Engagement Management, Managed Services, Technical Services) to coordinate on large scale/complex deliveries, in conjunction with other regional Senior Managers in the delivery organization
• Engage in ongoing process improvement and methodology initiatives

Client Management:

• On large, complex implementations, serve as a senior resource providing oversight over all Intapp resources working on the project
• Serve as a point of escalation for clients who encounter issues during implementation or as an internal escalation point for project teams
• Participate in executive steering committee meetings with the client to discuss overall project health and progress
• Attend key meetings to provide guidance and direction
• Closely communicate with the Engagement Managers to stay informed of key activities, timeline, and risks
• Identify and support the development of methodologies and processes in response to product evolution, team structure/engagement model changes, and learnings from completed projects in order to increase delivery expertise, quality, and efficiency.
• Work with project teams and Segment Leads/Account Managers to generate and position change orders when additional budget is required for an implementation

Sales Support:

• Work closely with the Sales team in late-stage pursuits and review SOWs to understand the Services effort and ensure alignment with team resource availability and skillset
• Continuously review scoping accuracy and provide feedback to Sales/Segment lead teams
• Ensure the smooth transfer of knowledge from the Sales team to the Implementation team delivering the SOW
• Work with closely with the Sales and Segment lead team to understand incoming pipeline of Services work
• Manage the bandwidth of the Implementation team members to allocate time for scoping activities

Qualifications:

• 8+ years of experience in the consulting/professional services industry with 3+ years in a leadership role
• Prior success within a Professional Services organization with project, portfolio or program management experience
• Exceptional communication skills, strong business analytical acumen, proven delivery successes in complex project implementations, hands-on operational experience and outstanding leadership credentials

• Results oriented, highly motivated, positive, and entrepreneurial, with a can-do attitude 
• Ability to think strategically and analytically to solve complex problems; strong attention to detail

• Highly collaborative and flexible, can easily adapt to changing/evolving role requirements

• Experience working with C-level client executives to deliver solutions
• Ability to build effective working relationships with others inside and outside the organization, including leadership

Not required, but a bonus if you have:

• Experience serving clients in the private capital markets
• Experience delivering SaaS solutions to clients