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Director, Customer Team Training & Empowerment (Mailchimp)
Location(s): Atlanta, Georgia; Brooklyn, New YorkCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.
Mailchimp’s Customer Education team blends the empowerment of our customers and employees in a cohesive and deliberate fashion to make meaningful impacts on the company’s brand, product, business goals. We develop creative, innovative, and scalable educational strategies to support the usage and adoption of the Mailchimp product across the globe.
The successful candidate will be responsible for the execution of our internal education strategy with a primary focus on Sales enablement and additional accountabilities for Customer Success and Care enablement as well. They must be aligned with the Customer Team vision, coordinate investments, create globally scalable programs and enhance the educational rigor within our teams. A successful candidate will help assure our team receives the right training, skills, and solutions while achieving organizational and business objectives.
This position will report to the VP of Customer Education and will interface directly with the leaders of Sales, Customer Success, Care, Operations, and Strategic Partners. Additionally, they will collaborate cross functionally with Marketing, Strategy, and Product to assure business goal alignment. Playbook and process development, reporting and forecasting, identifying market leading tactics and approaches as well as championing improvement initiatives and experimentation will be core to their outcomes. Everything this role does will help ensure consistent exemplary experience for Mailchimp’s customers and employees.
Intuit Mailchimp is a hybrid workplace, giving employees the opportunity to collaborate in person with team members in our Atlanta and Brooklyn offices two or more days per week.
Qualifications
You Need
- 10+ years of experience in a B2B or B2SMB sales enablement, Martech, SaaS, cloud or mobile technology industries; leadership experience in Customer Success, Sales, or Consulting preferred
- Bachelor’s Degree in business or relevant work experience
- Proven track record in Program Development, Employee Development, Strategy, and Sales or Customer Success leadership roles
- Demonstrated leadership in delivering results with large-scale, cross-functional teams
- Superb communication and problem-solving skills
You have
- Ability to set strategy at a high level and roll up your sleeves to execute where needed
- You have high energy, a positive attitude, and the ability to take the initiative and delegate efficiently
- You are comfortable working in a fast-paced, frequently changing, and evolving environment
- You can multitask, prioritize, and manage time effectively towards individual, team, and company goals
- Proven track record of cross functional influence
- Experience in process improvement; lean startup or design thinking a plus
- Exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, develop solutions, and craft high quality executive presentations
Responsibilities
What you will do here:
- Inform and identify current skills, knowledge and processes to identify strengths and areas for development in functional areas to achieve business goals
- Lead and develop a team of instructional designers, enablement specialists, and facilitators
- Design the development, delivery and training of onboarding, continuing education and effective playbooks in tight collaboration with area leads, education team members, Product and Marketing
- Collaborate and conduct analysis of the current state of productivity to achieve high value results in conjunction with Operations team
- Establish metrics and objectives for enablement and make recommendations for increasing productivity
- Develop and manage a 12-18 month enablement roadmap
- Identify and unlock growth initiatives and experiments by working cross-functionally
- Support long-range planning, strategic processes, and execution of Education Team outcomes
- Participate in the selection and implementation/deployment of technologies to be used by the Customer Team to increase efficiency and effectiveness
- Regularly spend time with people managers and ICs to understand the “field reality” and build enablement deliverables to meet their needs
- Provide decision support to the Customer Leadership Team
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is NY $140,140 - $189,602. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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