Client Advocacy Manager

📋 Description

• • As a Client Advocacy Manager at Intapp, you will step into a pivotal role, acting as the primary champion for our valued clients and a strategic partner dedicated to ensuring their utmost success and satisfaction with Intapp’s comprehensive solutions. This is a high-impact position offering significant visibility and the opportunity to directly influence client-centric initiatives and shape the future of client experience within our organization.
• • Your core responsibility will be to manage a dedicated portfolio of clients, meticulously ensuring that their evolving needs are not only heard but actively represented across all relevant internal departments. You will be instrumental in orchestrating their journey, guaranteeing that their experience with Intapp consistently exceeds expectations, fostering loyalty and long-term partnerships.
• • A key facet of this role involves deep collaboration with a diverse array of cross-functional teams, including but not limited to, our dedicated Support, innovative Product Development, strategic Sales, expert Training, and meticulous Implementation departments. This collaborative effort is crucial for effectively resolving complex escalations, driving deeper product adoption, and ultimately delivering tangible, measurable outcomes that demonstrate the value Intapp provides.
• • You will take the lead in championing client success, particularly during escalated support situations. This involves engaging proactively and strategically across all business units and industries to ensure that issues are resolved promptly and that positive outcomes are achieved, reinforcing client trust and confidence.
• • A significant part of your role will be dedicated to the onboarding and transition process for new clients. You will expertly lead client handovers from the Implementation phase to the Support team, ensuring a seamless transition. This includes thoroughly reviewing support procedures, introducing clients to key resources, and providing essential coaching on how to effectively leverage the support portal and the broader Intapp community for maximum benefit.
• • For our premium support clients, you will conduct regular quarterly success reviews. This proactive engagement will involve closely monitoring client satisfaction levels, identifying any potential areas of concern, and strategically managing open cases and ongoing escalations to prevent issues from escalating and to ensure continuous client satisfaction.
• • Building and nurturing strong, trust-based relationships with client stakeholders at all levels is paramount. Your ability to connect, understand their business objectives, and demonstrate how Intapp solutions contribute to their success will be critical in fostering long-term partnerships and cultivating deep-seated loyalty.
• • You will leverage data-driven insights to maintain a keen understanding of customer health. By utilizing analytics, you will identify emerging trends, potential risks, and opportunities for improvement. Based on these insights, you will develop and implement actionable plans designed to enhance client engagement, boost satisfaction, and drive retention.
• • Embracing and utilizing cutting-edge AI tools will be an integral part of your workflow. You will employ these technologies to prepare comprehensive client summaries, efficiently manage complex escalation workflows, and streamline communication channels, ensuring accuracy and responsiveness.
• • Your role demands a proactive and collaborative approach. You will partner closely with internal teams, including Product, Sales, Support, Go-to-Market (GTM), Training, and Implementation, to address intricate client challenges, advocate for their needs, and ensure that client feedback directly influences product development and service improvements.
• • This position offers a unique opportunity to gain significant visibility with senior leadership, providing you with a platform to influence strategic client-centric initiatives and contribute to the overall success and growth of Intapp by ensuring our clients achieve their desired outcomes.
• • You will be empowered to act as a central point of contact for critical client issues, demonstrating exceptional problem-solving skills and a commitment to delivering outstanding service. Your ability to navigate complex organizational structures, both internally and within client organizations, will be key to your success.
• • By understanding the nuances of different business units and industries that Intapp serves, you will tailor your advocacy efforts to meet the specific needs and expectations of each client, ensuring a personalized and effective experience.
• • You will contribute to the continuous improvement of our client advocacy programs by identifying best practices, sharing insights, and collaborating on the development of new strategies to enhance client retention and satisfaction.
• • Ultimately, your success will be measured by your ability to foster strong client relationships, resolve issues effectively, drive product adoption, and contribute to the overall growth and reputation of Intapp as a client-centric organization.