Manager 1, Intuit Enterprise Suite Service and Support

Job Overview

The Manager 1 position offers a unique opportunity to lead and develop a team of Customer Success Managers (CSMs) who provide exceptional technical and product support to our high-value mid market clients. In this role, you will go beyond traditional support by actively seeking ways to improve customer experiences, and build durable customer relationships with our highest value clients. You will identify trends, coach team members, and contribute to product and process improvement initiatives. You will be a champion for change, an advocate for our clients and a mentor for your team.  

In this essential role, you will be responsible for the delivery of outstanding customer experiences for our Intuit Enterprise Suite clients, with the opportunity to help contribute to product and process improvements. Your mission will be to help your team build strong relationships with high value clients, understand their unique needs, and guide them to utilize our product suite to its full potential.  

Ideal candidates will have 5+ years in high value customer relationship management, experience managing a high performing remote and geographically diverse team, and exceptional change management skills. Extreme Ownership, resourcefulness, creative problem-solving, confidence, relationship building, and providing actionable feedback are all vital qualities for success in this role. You will be comfortable with ambiguity, adaptable to change, and committed to leading your team to deliver the highest levels of service.

Responsibilities

• Deliver the highest quality support mid market clients by hiring, training, and performance management of talented  Intuit Enterprise Suite CSM Professionals
• Pro-actively manage a portfolio of client accounts, providing comprehensive support and ensuring a seamless end to end customer experience through effective problem resolution.
• Create a high performing team that champions innovation and continuous improvement by leading the team through a fast paced, constantly changing environment
• Foster a collaborative and positive team environment with a focus on both customer and expert experiences
• Effectively use data to evaluate, identify and coach performance to our core KPIs 
• Drive quality customer engagements by monitoring your team’s performance, providing actionable feedback, implementing improvement plans and measuring progress toward goals
• Provide growth and development opportunities through the use of employee one-on-one sessions, team op mechs and ongoing learning sessions
• Ensure the team is aligned with Intuit’s Mission, Operating Values, and Goals 
• Act as the conduit between the team and the business by condensing and disseminating large amounts of information

Qualifications

One (or more) of the following:

• 5 or more years of recent experience managing Client Relationships
• Received a 4-year degree with a focus in Business or Finance preferred

AND:

• Excellent verbal, written and interpersonal skills, capable of building alignment with others and articulating a compelling argument or description of an issue and associated remedy to clients, agents and leaders.
• Effectively manage a remote workforce, taking into account and understanding the unique needs of this community.
• Proficient with technology; solid knowledge of computer operations and software
• Experience working with team members in establishing career development plans and in meeting individual needs
• Strong customer service skills - ability to interact with clients through video and audio tools in a way that is professional, friendly, and reassuring
• A customer obsessed mindset and skill in handling challenging situations with empathy and determination for an optimal outcome is a must
• Strong teamwork skills, flexibility, and a positive attitude 
• Ability to quickly and creatively adapt to changing situations, while pro-actively developing solutions
• Ability to work in a fast-paced environment with minimal supervision
• Must be willing to have a background and credit check before being considered for this role
• Prior experience collaborating with or supporting technology companies is considered a plus