Client Implementation Manager: IntraLinks, Inc.

Position Description:

The Implementation Management team is responsible for managing client projects whose needs fall outside standardized processes or system capabilities or involve complex technical implementation. In addition, they ensure a successful establishment of service, project plans, best practices and adoption for new use cases and features.

The Implementation Manager (IM) role is part of the Client Services Department and will typically only be involved in a client engagement until a project plan has been established and can be handed off to the Managed Services team. However, the IM may fully own a client project though the implementation phase or step in as needed to address specific needs.

Job Responsibilities:

Client Project Management

· Validate solutions developed by pre-sales teams.

· Oversees and drives all project activity.

· Engage in discovery with client to understand and document overall business needs and project specifics. Work cross-departmentally to develop customized, supportable and sustainable project-specific processes and drive solution development and management. Develop, document and implement project plan and statement of work.

· Proactive, consultative client ownership, establishing client relationships at multiple levels, anticipating client reactions and responding accordingly, managing expectations and crises, gathering feedback, etc.

· Ensure client satisfaction while maintaining overall responsibility to IntraLinks’ best interests.

Process and Program Development

· Drive process and product improvement within Client Services and with external departments, establishing and documenting business cases .

· Act as subject matter expert within the team for specific products, use cases, and/or features.

· Work on special projects including those related to new application development, product rollouts, and/or data cleanup or migration.

Qualifications/Requirements:

· Minimum of 4 years (preferably 6+) as a client lead.

· Successful experience developing new, creative solutions in ambiguous situations.

· Significant experience with System Integration projects, background integrating solutions with existing client’s Life Sciences applications and/or Workflow tools highly desired.

· Demonstrated ability to easily navigate across client and internal organizations, and influence and drive resources not within immediate control while maintaining a good working relationship.

· Highly organized and able to juggle multiple projects with ease.

· Demonstrated strong troubleshooting abilities with Internet-based applications. Able to communicate well with technical resources and utilize strong logic abilities to think through and drive alternatives solutions.

· Excellent ability to synthesize information, and confidently convey complex information in an easy-to understand manner in person, over the phone, in writing and in front of audiences of varying size and technical abilities.

· Ability to work independently (including possibly remotely, from a home office).

· Professional demeanor. Confidence in approach and presentation.

· Able to travel overnight, up to 25%.

· Quantitative analysis abilities.

· Strong MS Office suite skills.

· Bachelor’s degree required, preferably in a technical field.

· Able to work standard business hours with flexibility off-hours and ongoing blackberry monitoring.