Customer Success Manager

Job Overview

At Intuit, we empower consumers and businesses by providing them with powerful financial tools. Our Global Business Solutions Group includes industry-leading product solutions such as QuickBooks Online Accountant, QuickBooks Online, QBO Payments, QBO Payroll, and QB Desktop. We are committed to delivering exceptional value and support to our highest value customers including Enterprise Business and Accountant Managed Firms. We are seeking a dynamic and enthusiastic Customer Success Manager to join our team. In this role, you will be the primary point of contact for these high-value customers, guiding them through the onboarding process and providing ongoing product and technical support as they grow their business(es). Your passion for customer engagement and your expertise in Intuit products will ensure that our customers are able to seamlessly utilize our suite of products and enhance their overall experience.

Responsibilities

• Proactive Account Management: Build and maintain strong relationships with high-value customers, understanding their unique needs and service.
• Onboarding Support: Assist customers in the onboarding process, ensuring they are effectively trained on our products and can utilize them to their full potential.
• Technical Support: Provide real-time phone and chat assistance for complex troubleshooting inquiries, ensuring swift resolution and minimal disruption to customers.
• Incident Management: Develop and manage incident cases, collaborating with internal supportability teams to drive resolution and improve overall customer satisfaction.
• Project Management:Utilize strong project management skills to oversee customer-specific initiatives, ensuring timely delivery and success by partnering with cross functional teams.
• Customer Engagement: Foster a collaborative and engaging environment, always prioritizing the customer Regularly check in with customers to solicit feedback and ensure satisfaction.
• Advanced Troubleshooting: Demonstrate advanced troubleshooting skills to resolve product-related issues efficiently, enabling customers to continue using the products effectively.
• Documentation & Reporting: Maintain accurate records of customer interactions, feedback, and service requests in alignment with company.

Qualifications

• Minimum of 3 years in a customer-facing role supporting at least 2 of the following Intuit Products, QuickBooks Online Accountant, QuickBooks Online, QBO Payments, QBO Payroll, QB Desktop, Lacerte, or ProSeries.
• Proven ability to leverage multiple resources and tools while effectively troubleshooting Intuit product support issues as demonstrated by a minimum Intuit Issue Resolution score of 91%, sustained for 6 months.
• Passion for helping people and providing the best customer experience possible, as displayed by a minimum Intuit tNPS score of 85, sustained for 6 months.
• Extreme ownership of the customer experience; accountable for customer success. 
• Minimum 5 years customer service experience.
• Bookkeeping or Payroll experience preferred.
• Advanced troubleshooting and problem-solving abilities.
• Demonstrated ability to build and maintain strong relationships with clients and stakeholders.
• Demonstrated ability to work collaboratively in a team environment and contribute positively to team outcomes.
• Comfortable with ambiguity and change, with an ability to adapt to evolving priorities and requirements.
• Dependable and committed to delivering high levels of service. Must love engaging with customers and have a strong passion for customer service excellence.
• Excellent project management skills, with a track record of delivering on commitments.
• Exceptional communication skills and a professional video presence for customer interactions.
• This is a Full Time position, candidates should expect to work a minimum of 40 hours per week Monday through Friday, overtime may be required during peak seasons.