Client Success Manager

Job Overview

We are currently hiring Client Success Managers to join our PTG Client Success Team. The purpose of this role is to ensure a successful first year for new PTG clients as they transition from previous professional tax software solutions to Intuit’s professional tax products (Lacerte, ProSeries, and ProConnect Tax). The customer’s first year is critical, and the Success Manager establishes product confidence and a solid foundation and knowledge of the PTG ecosphere and products. 

The ultimate outcome of the customer/success manager relationship is first year renewal and retention of PTG ecosystem products. Success Managers work in conjunction with PTG Sales, Product Development, Marketing, and Customer Support teams to promote retention and loyalty. Success Managers oversee the complete E2E first year customer experience from product installs and data conversion and customer training, to first year renewal.

The role is a blend of tele-sales and web-based communication along with focused project management tasks. High-performing Success Managers have an obsession for accuracy, a passion for learning and helping others, and a blend of technical and interpersonal skills.

Responsibilities

• Conduct in-person onboarding sessions (phone, Zoom, or other face to face platforms), for Intuit’s professional tax software and ecosystem: Lacerte, ProSeries, and ProConnect Tax Online.
• Proactively outreach to customers in their first year, including attach sales recommendations, initial use follow up, diagnostic checks, and first year renewal outreach and handoff.
• Maintain and successfully manage internal tasks related to the role and KPI metrics, including timely responses to customer inquiries via phone and email.
• Utilize SalesForce and associated applications to manage workflows, customer interactions, and communications.
• Provide exceptional teamwork while partnering across all partners and stakeholders.
• Attend team meetings, offsites, monthly check-ins and other required meetings; virtual and in person.
• Attend trade shows, virtual or in person, when needed.
• Any other special projects or work as needed.

Qualifications

• 2 years experience minimum in sales or customer success required; in a technology or SaaS environment preferred
• Experience with assisting customers with software onboarding, implementation, or data conversion or post sales, sales enablement preferred
• Experience with Microsoft Office Suite, Google Suite, and CRM tools required; Salesforce preferred
• Tax and Accounting knowledge preferred
• Exceptional customer relationship building skills
• Skilled at teaching and explaining complex information
• Excellent written and oral communication skills
• Strong analytical capabilities for advanced problem-solving
• History and demonstrated ability to meet and exceed KPIs
• Highly organized and strong ability to manage workflows and priorities, with strong follow through to completion
• Proven ability to display and exercise good judgment across customer and coworker interactions
• Ability to work cross-functionally in a fast-paced environment
• High degree of flexibility, demonstrating a “think-outside-the-box” mentality
• Coachable and open to sharing feedback
• Bachelor’s Degree a plus; or equivalent work experience