At IMS, we believe our people are our greatest asset. In honor of our incredible team, we are thrilled to go “beyond the bio” and share the personal stories of employees across our organization.
IMS has delivered world-class experts and consultants to leading law firms and Fortune 500 companies for more than 30 years. Our process allows clients to focus on their case while we provide ongoing support and communication, resulting in a smooth experience for all parties.
The IMS Engagement Services team is an integral part of this process, and Senior Engagement Manager Krystal Heitland and Manager of Engagement Services Tara Ray are key members. They work collaboratively with IMS client relationship managers to ensure that our clients and expert partners receive exceptional service throughout the life of each case. Read on to learn what Krystal and Tara enjoy most about their roles, including the relationships formed, knowledge gained, and memories made.
Note: Since this spotlight was published, Tara Ray has left IMS to pursue other opportunities.
Krystal Heitland, Senior Engagement Manager
During her more than seven years with IMS, Krystal Heitland has built strong relationships with colleagues, clients, and experts in order to deliver “Quality & Excellence” during each engagement.
Q: How did you get into this industry?
A: I was in the right place at the right time, and it just fell into place. I like to think that it was meant to be.
Q: How did you find IMS?
A: I was reading the Pensacola News Journal one morning while between jobs, and I came across an article highlighting IMS. It fascinated me because I was already in the law field but had no idea this type of service existed, especially in Pensacola, FL.
Q: What do you like most about your specific department and/or role?
A: I love my teammates and how close we are with one another. My colleagues in Engagement Services are supportive, thoughtful, and hard workers. We are always there to back each other up and would all go to bat for one another. It’s also nice to connect with the experts on a more personal level, get to know them, and learn about their specialties.
Q: Are there any stories or memories you’d like to share?
A: I’ve enjoyed watching the company grow from a small group of 40 or so to what it’s become today. My fondest memories are the times that were shared at the office with colleagues that have since become friends/family over the years, appreciating each other over a game of cornhole while enjoying a delicious crawfish boil in the courtyard. I am looking forward to the future of IMS and am so grateful for the past.
Q: What do you think sets IMS apart from competitors or other companies?
A: The people; we have the best of the best working for our company. IMS also brings the whole package, and you can be assured that your needs will be met with the highest standard of care by our team.
Q: How do the IMS core values align with your own?
A: “Honoring the Relationship” is the most important core value to me. I pride myself on being honest, reliable, friendly, and trustworthy. Honoring relationships is such a huge part of what we do at IMS, and it requires everyone to be on board to be successful.
Q: If you were an attorney-client or expert partner, what would you find most valuable about the process at IMS?
A: We are thorough at IMS and bring real value to our clients, who have the luxury of working with some of the best client relationship managers in the business.
Tara Ray, Manager of Engagement Services
Tara Ray was instrumental in the creation of our Engagement Services department more than seven years ago. She leads with “Humble Confidence” so her team can best serve our clients and expert partners.
Q: Why did you choose IMS?
A: What really sold me was the company culture. When I came in for my interview, I noticed playful banter between colleagues as I waited, and I remember hearing someone being openly commended for a job well done. The interview was straightforward and conversational, which was also telling of the culture. I got the sense that there were a lot of good people at IMS and that it was a sincere work environment.
Q: What do you like most about your specific department and/or role?
A: I enjoy learning something new all the time, which keeps things from becoming stale. Knowledge comes in various ways in my role. It could be something I learn from other IMS-ers, whether that be upper management, laterally, or from those who report to me. I also learn a great deal from clients, experts, and purely from experience. Whatever it is that I might learn, I like sharing it with others and helping them succeed.
Q: Are there any stories or memories you’d like to share?
A: A few months after I joined IMS, I attended my first company event—an annual cornhole tournament. I was blown away by the care that was shown so employees could relax and enjoy themselves. It was a big change from the corporate environment I was used to, but it was genuine; just generous leaders who love the people at IMS and having fun.
Q: What do you think sets IMS apart from competitors or other companies?
A: IMS empowers its people to exercise good and reasonable judgment. There is a great deal of trust that is given in good faith from the onset. As we continue to grow, our leaders are very considerate in their efforts to balance that trust with process and policy.
Q: How do the IMS core values align with your own?
A: To me, the IMS core values represent just doing the right thing and being a good person. In short, they are a moral and ethical compass to do well for yourself and others. The “Quality & Excellence” value is a big one for me, as I tend to have high standards for myself and others. It’s important to balance that with “Humble Confidence” and know when to lead and when to follow.
Q: If you were an attorney-client or expert partner, what would you find most valuable about the process at IMS?
A: That is difficult to say because it is all valuable! The matchmaking and vetting, the timely delivery and response (meeting our commitments), the contracting, billing, and collections, the proactive management—it all matters for our clients and experts.
Learn More
We are grateful to Krystal and Tara for their years of dedication and their commitment to “Honor the Relationship” through service to colleagues, clients, and expert partners alike.
Visit the links below to meet our team and read more about the IMS culture and career opportunities.
