Group Manager, Customer Implementation Services (Mid-Market)

Job Overview

Intuit is seeking a highly skilled and experienced Leader of Implementation Experts to join our Customer Success organization, specifically supporting our growing Intuit Enterprise Suite (IES) customer base. This pivotal leadership role is paramount for driving customer value and reducing friction for Intuit's high-value IES accounts. This individual will be instrumental in transforming our customer onboarding experience from its current "fragmented" state to one that is "frictionless". This role directly impacts Intuit's FY25 priorities, particularly around unified onboarding and accelerating time-to-value, ensuring customers quickly realize the benefits of IES.

The Leader of Implementation Experts for Intuit's IES program is a pivotal leadership role responsible for defining, leading, and continuously optimizing the end-to-end implementation strategy for Intuit Enterprise Suite (IES) high-value accounts. The core purpose of this role is to ensure rapid time-to-value, maximize feature adoption, and drive comprehensive value realization for complex business customers, while simultaneously reducing customer friction throughout the onboarding and initial usage phases. This leader will be instrumental in building, managing, and empowering a high-performing team of Implementation Experts, fostering operational excellence and strategic alignment across Intuit's broader customer success ecosystem.

Responsibilities

• Strategic Leadership & Program Management:
  • Define and continually evolve the IES implementation strategy, ensuring alignment with Intuit's FY25 strategic priorities, including Unified Onboarding, Accelerating Time to Value, driving Feature Adoption, enhancing Value Realization, and reducing Customer Friction.
  • Oversee the entire implementation lifecycle for high-value IES accounts, from initial client consultation and needs assessment through complex configuration, data migration, system integration, and post-implementation optimization.
  • Lead the "Implementation Expert pilot" to gather scalable learnings, aiming to reduce product support contacts and improve fast start/onboarding Net Promoter Score (NPS).
  • Drive initiatives to standardize and streamline implementation processes, workflows, and playbooks, ensuring consistency and scalability across the organization.
  • Manage the implementation program's P&L to ensure efficient resource allocation and cost-effectiveness.
• Team Leadership & Organizational Development:
  • Build, recruit, hire, and onboard a high-quality team of Implementation Experts, focusing on candidates with deep technical product expertise, strong accounting principles, and consultative skills.
  • Provide strong mentorship, coaching, and professional development opportunities to cultivate a high-performing, engaged, and continuously learning team.
  • Define clear roles, responsibilities, and performance expectations for the Implementation Expert team, ensuring seamless alignment with other customer-facing roles such as Customer Success Managers (CSMs), Professional Services (PS), and Product Support.
  • Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality for high-value accounts.
• Customer Progress & Value Realization:
  • Ensure rapid time-to-value for IES customers by accelerating setup, configuration, and initial product utilization.
  • Drive feature adoption by guiding customers to effectively leverage IES capabilities, particularly in complex multi-entity environments.
  • Oversee the successful integration of IES with other systems and attached products like Payroll, Payments, Time, and Mailchimp, ensuring a comprehensive solution.
  • Collaborate with CSMs to ensure that success plans are aligned with implementation outcomes, ultimately driving long-term customer success and return on investment.
• Process Optimization & Operational Excellence:
  • Identify and eliminate friction points within the implementation journey, leveraging insights derived from customer feedback, support tickets, and internal process analyses.
  • Champion the adoption of unified tools and systems, such as Salesforce CXM, to establish a single source of truth for all customer data and implementation progress.
  • Implement automation for routine tasks within the implementation process to increase efficiency and consistency.
  • Develop and maintain accurate and timely documentation of implementation processes, configurations, and best practices.
• Cross-Functional Collaboration:
  • Establish and maintain strong, collaborative relationships with Account Managers (AMs), Customer Success Managers (CSMs), Professional Services (PS), Product Development (PD), and Product Support teams to ensure seamless handoffs and integrated customer experiences.
  • Act as a key liaison between implementation, product, and sales, providing expert input during pre-sales activities and relaying customer feedback for product improvements.
  • Partner with analytics teams to define and track key performance indicators (KPIs) for implementation success.
• Reporting & Performance Management:
  • Establish and regularly report to executive leadership on key metrics related to implementation progress, user adoption, and customer friction reduction for high-value accounts.
  • Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.

Qualifications

• Educational Background: Bachelor’s degree in Accounting, Finance, Business Administration, Computer Science, Information Systems, or a closely related field is required. A CPA certification or relevant industry certifications, such as those in ERP project management, are highly preferred.
• Years of Experience: Minimum of 7-10+ years of progressive experience in software implementation or consulting is essential, with at least 3-5 years in a leadership or management role overseeing implementation teams for enterprise-level software.
• Technical Product Expertise: Deep blend of technical product expertise across the IES ecosystem, encompassing core accounting, payroll, payments, and especially multi-entity environments. Strong understanding of accounting principles is crucial. Experience with data migration, system configuration, and third-party integrations is also a critical requirement.
• Proven Track Record: Demonstrated success in leading end-to-end ERP or financial software implementations for complex businesses, including a history of driving rapid time-to-value, feature adoption, and value realization. Evidence of completing a significant number of full-cycle implementation projects (e.g., 15+ projects cited in competitor profiles) would be highly advantageous.
• Organizational Leadership & Team Management: Proven track record of effective people management, including coaching, mentoring, developing, and scaling high-performing teams in diverse environments. Ability to foster a collaborative team environment is paramount.
• Strategic & Analytical Acumen: Ability to think strategically about service offerings, delivery models, and go-to-market plans. Strong analytical, problem-solving, and critical-thinking skills, coupled with meticulous attention to detail. Capacity to use data-driven approaches to understand team dynamics and identify areas for improvement.
• Communication & Stakeholder Management: Exceptional written and oral communication skills, particularly in setting clear expectations and tailoring communication to diverse audiences, including clients, internal teams, and executive leadership. Proven ability to manage and resolve complex customer escalations.
• Process Improvement Mindset: A "builder mindset" characterized by a passion for proactively designing processes that enhance efficiency, scalability, and adherence to best practices. Experience in developing and implementing standardized processes is a significant asset.
• Project Management: Strong project management skills are fundamental, with a proven track record of delivering complex projects on time, within scope, and within budget. Ability to manage multiple projects simultaneously is also required.
• Domain Specific Experience (Preferred): Prior experience with (QuickBooks Desktop, QuickBooks Online) and/or competitor ERPs (Sage Intacct, NetSuite) is a plus. Experience in specific industries relevant to IES target verticals, such as non-profit, construction, or real estate, would also be beneficial.