Senior Supportability Specialist

Category Customer Success Location Atlanta, Georgia; Mountain View, California; Plano, Texas; San Diego, California; Tucson, Arizona; Reno, Nevada Job ID 2024-63387

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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as 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

Our vision for Customer Success is to create connections that power loyalty and growth through extraordinary relationships. Our focus within the Continuous Innovation xTest team is capturing deep customer empathy, driving rapid experimentation and relationship-based experiences, as well as bringing operational rigor to our Customer Obsession and Innovation practice across Intuit as a process that drives far greater speed to customer benefit in our products and services.

Responsibilities

Define, lead, and execute experimentation to alleviate customer pain points & optimize efficiencies
Analyze & share learnings to foster data driven decisions
Co-create strategies that focus on enhancing value, customer growth, and our continued evolution
Demonstrates continuous self-driven development in pursuit of honing craft of core work, to disrupt the norm, influence change, and scale solutions.
Explicit ownership to actively investigate and deliver customer needs through effective questioning, listening, and documentation
Advocates on customers’ behalf to drive change with measurable impact and improvement, taking action to transform ideas into results
Implementation of change management strategies
Understand service operations, expert skilling, expert training
Keep up to date with service training & standards
Foster a team culture of excellence and growth
Creating projects in JIRA
Keeping projects/tasks up to date
Delegating/assigning work to ensure projects get done on time
Making sure all those assigned understand the work and have enough info to complete efficiently
Regular check-ins to make sure the work is on track
Communicating with stakeholders to ensure alignment
Providing comprehensive feedback and results to stakeholders

Employee Development

Coaching
Regular 1:1 meetings with Team members
Setting short-term goals
Assigning projects in-line with goals when possible

Qualifications

3+ years of experience as people, team, and customer centric leader or project manager
Strong background in delivering excellent customer service experiences
A commitment to personal high standards proven by initiative, self-motivation, & contribution to company goals
Empowered & confident decision maker, with a leadership mindset
Strong computer skills and ability to learn Intuit products, techniques and processes quickly
Ability to manage multiple priorities within a high volume and fast paced environment, including adapting to shifting business needs
Excellent communication skills that include data backed storytelling, delivering change management, and flexing to audience
Show interest and ability to develop Design Thinking & Continuous Improvement skills with experience driving innovation
Experience as an expert using the tools and processes that deliver our service

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $75,920 - $88,961, Colorado $69,680 - $87,785, Bay Area California $97,760-114,545, Southern California $82,160-96,366, Washington $72,800 - $85,862, Washington D.C. $69,680 - $87,785. 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.