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 QuickBooks Desktop. As an Intuit Enterprise Suite Customer Success Manager, you will be the trusted expert and advocate for our high-value Enterprise Business and Accountant Managed Firm customers. You will be accountable for the client relationship, proactively monitoring their experience, anticipating needs, and ensuring seamless utilization of our product suite. You'll guide customers through onboarding, provide ongoing support, and champion their most pressing issues, collaborating with internal support teams to drive swift resolution. By documenting and articulating customer needs clearly with partner organizations and through escalation pathways, you will play a pivotal role in enhancing their overall experience and fostering long-term success.

Responsibilities

• Proactive Account Management: Build and maintain strong relationships with high-value customers, understanding their unique needs and service requirements.
• Documentation & Reporting: Maintain accurate records of customer interactions, feedback, and service requests in alignment with company practices.
• Project Management: Utilize strong project management skills to oversee specific customer initiatives, ensuring timely progress and resolution by partnering with cross functional teams.
• Customer Engagement: Foster a collaborative and engaging environment, always prioritizing the customer experience. Regularly check in with customers to solicit feedback and ensure satisfaction.
• 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.
• Advanced Troubleshooting: Demonstrate advanced troubleshooting skills to resolve product-related issues efficiently, enabling customers to continue using the products effectively.

Qualifications

• Exceptional communication skills and a professional video presence for customer interactions.
• Extreme ownership of the customer experience; accountable for customer success.
• Demonstrated ability to build and maintain strong relationships with clients and stakeholders
• Excellent project management skills, with a track record of delivering on commitments.
• Comfortable with ambiguity and change, with an ability to adapt to evolving priorities and requirements.
• Minimum of 3 years supporting Large Firm and Enterprise Level customers in a SAAS.
• Proven ability to leverage multiple resources and tools while effectively troubleshooting product support issues
• Advanced problem-solving abilities.
• Demonstrated ability to work collaboratively in a team environment and contribute positively to team outcomes.
• Minimum 5 years customer service experience with experience managing a portfolio of client accounts
• Intuit Software Platform experience preferred.