About The Job

The Client Services Manager(“CSM”) is part of the IntraLinks’ Global Client Services department and is responsible for pre-sales presentations, client project implementations and maintenance of client relationships. Success in this position will be measured by how well the CSM manages external and internal clients and how well the CSM handles his / her assigned implementations. 

About The Team

The Client Services Manager is an integral part of a large, global client services team. The CS team is comprised many levels and types of service providers whoare located throughout North America, Latin America, and EMEA.

Responsibilities

• Collaborate on and validate solutions developed by pre-sales teams as needed
  

• Intake new projects, consult with clients regarding best use of IntraLinks, develop and document appropriate project plans
  

• Drive, implement and oversee all project activity
  

• Proactive, consultative client ownership: anticipating client reactions and responding accordingly, managing internal and external expectations and crises, gathering feedback, training users, preparing for, leading and following up on meetings in person and by phone, engaging in ongoing follow-ups with clients to check in on progress and assure project success, etc. 
  

• Ensure client satisfaction while maintaining overall, responsibility to IntraLinks’ best interests
  

• Communicate project status to Sales on an ongoing basis
  

• Assist sales by interacting with potential clients, going on sales-calls and handling demonstrations
  

• Gain and maintain current product and cross-vertical knowledge and certification
  

• Plan for impact of new features on projects and clients and communicate as needed internally and externally
  

• Provide feedback to Product Marketing
  

• Develop and improve processes and best practice recommendations
  

• Provide assistance to colleagues as needed, including participation in training and certification of others, workload balancing, coverage, etc.
  

• Following established Processes & Procedures and using good judgment to take appropriate action where there are no established methods
  

• Maintain documentation of client projects, timekeeping, case studies, etc.
  

• Other projects and tasks as needed

Basic Qualifications

• Education:  Bachelor’s degree in related field is a requirement 
  

• Minimum years’ experience: Experience in a client-facing, project management function

• Financial Services and / or a SaaS background strongly preferred
  

• Technology:  Strong MS Office suite and a facility and comfort level with software and technology