Manager 3, Program Management

Job Overview

Join the Intuit Customer Success team as a Group Manager of Customer Success in our Expert Network, leading product support experiences for our high value customers.  Be at the center of growth in our Expert Network, where we’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our mid market and Accountant customers where customer success experiences are at the heart of how we win and deliver differentiation in the market.

Our approach to customer success is ever evolving, and is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and scale.

In this role, you will be part of a leadership team that is at the center of creating and delivering world class customer experiences and an environment that facilitates our experts in doing the best work of their lives. In this role, you will lead a team that is  responsible for delivering world class customer experiences through our partner network. You will be the advocate and voice of this growing team, and a key leader in scaling support to deliver on product support and growth targets. You will be accountable for driving performance across multiple partner expert teams with efficiency and rigor, leading change management, advocating for platform improvements, as well as coaching your leaders to deliver on new levels of support and engagement with our high value customers.

Responsibilities

• Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal and external partners to deliver experiences that resolve customers issues, drive loyalty, and enable revenue growth.
• Lead operational performance of our Expert Network teams, delivering on experience, opex and performance targets,
• Be a critical strategic thought partner in improving the product support experience and evolving the role of our product support experts who work to support our mid market and accountant customers.
• Design solutions that drive customer growth and scale across our service offerings.
• Foster a culture of innovation through experimentation and partner with our Thrive continuous improvement and technology teams to remove friction and position our experts to deliver exceptional experiences.
• Driving end to end thinking with our sales, product and CS teams, advocating for our customers and experts and helping to deliver product and services experiences that exceed customer expectations
• Partner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance
• Work with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target
• Provide thought leadership on the strategic direction and priorities of our GBSG Expert Services organization and create compelling expert talent strategies to exceed our Mid Market and Accountant expectations.
• Establish and own a robust calibration and performance review process to ensure high caliber team performance.
• Excel in a dynamic growth environment where high velocity change is seen as an opportunity to grow.
• Partner with technology teams to bring the power of the platform to our expert teams, harnessing Intuit Assist, RPA and Intuit Expert Platform
• Create and promote an “advocacy” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.
•  Lead and inspire a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

Qualifications

• Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
• Premium Experience Delivery – experienced delivery leader for high value, complex customer groups
• Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 200 a plus.
• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
• Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
• Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for accountant and mid market customers a plus.
• Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.