Client Services Operations & Sales Specialist

Location, London UK 

Intapp is a global leading supplier of enterprise software solutions to the legal, professional services and financial sectors. The company is based in Silicon Valley and has offices across the USA as well as in London, Manchester and Sydney. Over 1,400 customers globally, including 96 of the Global 100 law firms, five of the top eight global accounting firms, and more than 400 capital markets and advisory firms, rely on us. We have a first-class reputation for service excellence and for offering a friendly, team-centric and professional working environment.

We are expanding our team and we are now looking to hire a Client Services Operations Specialist to join our friendly team based in the City of London. Reporting to the Manager of Client Services Sales & Operations, the role will involve the following:

Client Services Sales (CS Sales)

• Manage Services Statement of Work (SOW) requests for the EMEA and APAC region. This includes interpreting scoping content and developing a SOW for contract to ensure a successful project delivery, including working through redlines and managing the deal and project setup accordingly in the system.
• Own the management of Services Sales deal data in OnePlace to make sure it is accurate and up-to-date by following up with Sales, CSM, and CS staff to ensure they are updating the deals appropriately.
• Partner with the relevant business leaders to formalize SOW content and scope to formalize templates for successful project delivery.
• Partner with internal teams to meet contract deadlines (Contracts, Legal etc) for clients and comply with Intapp’s standards and protocol.
• Manage Change Request contracting process for existing projects in partnership with the global Engagement Management team.
• Be responsible for maintaining SOW templates and regularly updating terms and conditions, rates etc.
• Collaborate with the Partner Ops Specialist to ensure a smooth subcontractor process when partner work is required.
• Manage global pre-sales responsibilities for the post go-live services program.
• Support the Global Resource Manager with incoming staffing needs within region.
• Partner with the EMEA and APAC Segment Leads to submit weekly services bookings forecast and ensure quality pipeline.

Client Services Operations (CS Ops)

• Provide first line technical support to the Client Services and Strategic Consulting organizations by responding to issues and requests reported in the FreshDesk ticketing system. Systems supported include, but are not limited to:
  • OnePlace
  • Open-Air
  • Intapp Time
  • Jira
  • Box
  • Concur
  • System Integrations
• Within the ticketing system, efficiently triage and escalate issues that fall under adjacent internal teams as needed. Adjacent teams include IT, Business Applications, Finance, Product and other individuals in the extended Ops team.
• Be a OnePlace4Intapp “SuperUser” and provide general administrational assistance to the team when required.
• Provide General Ops Support for the regional Segment Leads and operational metric management.
• Develop system expertise and proactively identify systems/process enhancements that will be provide incremental improvements and efficiencies in systems supported.
• Resolve invoice queries to enable cash collection for overdue payments through to completion. Take ownership for Accounts Receivables tracking within region.
• Participate in designs, changes, implementations, testing, rollouts, and change management activities for existing and new Intapp Client Services solutions.
• Own the timely creation and updating of projects in OpenAir where applicable
• Support OpenAir administration, including but not limited to, working with Ops team on maintaining and updating system.
• Assist with Client Services reporting and dashboarding, including creating reports as needed.
• Enforce Client Services data quality and manage audit reports. Reviewing weekly alerts and addressing with other internal stakeholders. 
• Maintaining policy and procedure documents. Identify process gaps and propose design solutions.
• Assist with special projects as assigned.

Skills & Attributes

• A successful candidate will be highly collaborative, seeking and sharing knowledge across the CS-Ops and CS Sales teams
• Ability to analyze data (experience working with excel) and improve operational processes.
• Enthusiastic about customer and team success. Customer-focused with a strong sense of urgency and strong sense of making things as effortless as possible for the customer, the team, and this role.
• Strong organizational skills and attention to detail. Ability to work in fast-paced environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and time management skills.
• Ability to solve difficult problems; develops creative solutions; ability to identify key issues/problems through analysis and questions; attacks problems systematically.
• Strong ability to multi-task and work on many projects simultaneously.

Qualifications

• Bachelor’s degree or equivalent experience. Preference given to Professional Services, Operations Management, and Information Systems studies and experience.
• Experience working with OpenAir, FreshDesk, Jira, Box, Tableau and/or system integrations strongly preferred.