Employee Spotlight: Meet Jennifer Richard, Senior Director of Account Management Operations
Category: customer excellence, leading women, Intapp, testimonial, Women in Leadership, Gender Focus, women in tech, Staff Testimonial, Women In Technology, women in business, business women, customer service, senior women
As a former law firm employee, Jennifer Richard taps into her knowledge to put herself in the client’s shoes and never stops striving for the ultimate client experience.
Prior to joining Intapp, Jennifer Richard spent 10 years at international law firm Greenberg Traurig researching, identifying, and implementing customised products. She joined Intapp as part of the 2014 acquisition of The Frayman Group, where she had served as Services Department Head. Following the acquisition, Richard joined the integration team to integrate the two companies and ensure The Frayman Group’s clients were brought into the Intapp family of products and implementations.
“If anyone had asked me a day or even 6 months after the acquisition if I thought I’d have a role or would I even chose to stay [at Intapp], I would have said, ‘Probably not,’ because I really wasn’t sure I had a future with Intapp,” said Richard. “Looking back, I think, ‘Thank goodness I didn’t leave because I’ve had some of my most transformative years at Intapp.’ I’m excited to be part of a company that has clear vision and strategy that I can stand behind.”
Richard’s passion and business acumen didn’t go unnoticed. She quickly advanced her career at Intapp and earned the title of Director of Professional Services for North America. In 2017, Richard aimed to round out the client-facing and engagement skills that were part of her career foundation, and she made the shift to Director of Client Success.
“I had a deep desire to understand what pre- and post-implementation client engagement was like, what challenges those teams faced, and how to make our clients’ lives better overall,” recalled Richard. “Reflecting on my tenure at Greenberg Traurig, I wanted to do my best to ensure the client experience was one that I would have wanted as a law firm client.”
Early on, Richard spotted a key challenge that most hyper-growth companies face: the need to build connective tissue between departments to ensure the company is functioning as one organism and can consistently communicate that to clients. Her team worked to bridge the gap with better processes and earlier involvement for services management in the sales cycle, constantly striving for perfect alignment in the goals and objectives between clients and our teams in client success, professional services, and sales. Richard is a firm believer that this approach to every client touchpoint is the key to the success of Intapp.
Richard has accomplished a lot during her 6-year tenure at Intapp, but she still sees opportunities to grow her skills and make an impact in the organization. She is motivated by her co-workers and feels privileged to work with such “ambitious, hardworking, and brilliant colleagues.”
“It’s great to not always be the smartest in the room because it means you’re constantly learning,” said Richard. “I’ve enjoyed 6 years filled with growth and learning.”
Richard works out of her home office in Miramar, Florida. When she’s not on the clock, she enjoys spending time with her husband Keith and sons Gage, 20, and Kaden, 13. Her latest obsession, prompted by the COVID-19 pandemic, is indulging in The Chef Show and transferring that knowledge to her kitchen. We’ve heard she can make a mean smoked brisket!
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