Principal Customer Experience Professional

Job Overview

Join the Intuit Customer Success team as a Principle Service Delivery Manager in our Expert Network, shaping best in class product support experiences for our high-value customers.

Be at the center of growth in our Expert Network, where we’re looking for talented individuals to help optimize our greatest resource: our people and processes. You’ll be pivotal in delivering an awesome service experience for Quickbooks customers. Support experiences are at the heart of how we win and deliver differentiation in the market.

Our approach to customer success is ever-evolving and 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 increase revenue. We are deeply customer obsessed and solve for customer pain through data-driven insights and an innovative 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 a critical contributor within a 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. You will be responsible for driving strategic initiatives and operational improvements to deliver world-class customer experiences through our partner network. As a key advocate and voice for customer and expert needs, you will play a crucial role in scaling support to achieve product support and growth targets. You will be accountable for identifying opportunities, driving performance enhancements across multiple partner expert teams with efficiency and rigor, leading change, and advocating for platform improvements.

Responsibilities

• Champion Customer and Expert Experience: Drive initiatives and collaborate with internal and external partners to deliver experiences that resolve customer issues, drive loyalty, and enable revenue growth within the Expert Network.
• Optimize Operational Performance: Analyze and improve the operational performance of our Expert Network, contributing to the achievement of experience, financial, and performance targets.
• Strategic Thought Partner: Serve as a critical strategic thought partner in improving the product support experience and evolving the role of our product support experts who support our mid-market and accountant customers.
• Design Scalable Solutions: Design and implement solutions that drive customer growth and scale across our service offerings.
• Foster Innovation: Champion a culture of innovation through experimentation and partner with our continuous improvement and technology teams to remove friction and position our experts to deliver exceptional experiences.
• Drive End-to-End Thinking: Collaborate cross-functionally with sales, product, and Customer Success teams, advocating for our customers and experts, and helping to deliver product and services experiences that exceed customer expectations.
• Data-Driven Insights: Partner with forecast, demand, and experience teams to analyze data and improve accuracy and precision in our forecast and operational performance.
• Financial Acumen: Work with Ops Strategy & Finance Partners to align on operational and financial plans and contribute to delivering to target.
• Strategic Direction: Provide thought leadership on the strategic direction and priorities of our GBSG Expert Services organization and contribute to compelling expert talent strategies to exceed our Mid-Market and Accountant expectations.
• Process Excellence: Establish and refine robust processes to ensure high-caliber service delivery and performance.
• Adapt to Dynamic Growth: Excel in a dynamic growth environment where high-velocity change is seen as an opportunity to grow and innovate.
• Leverage Technology: Partner with technology teams to bring the power of the platform to our expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform.
• Cultivate Advocacy: Create and promote an "advocacy" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.

Qualifications

Experience: 8+ years of proven success and significant experience in a fast-paced organization, driving customer-centric operations and initiatives. The ideal candidate is a:

• Customer Experience Advocate: Demonstrated ability to remove friction and deliver stellar customer experiences.
• Premium Experience Delivery: Experienced in driving delivery for high-value, complex customer groups.
• Influence & Collaboration: Proven track record of influencing cross-functional teams and stakeholders without direct authority, fostering strong partnerships, and guiding others.
• Boundaryless Leader: Demonstrated cross-functional collaboration experience, partnering to influence different functions at all levels.
• Product & Business Acumen: Customer champion with a design mindset 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 contribute to and enhance 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 systems and organizational change initiatives.
• Communicator: You will be fluent in English and have excellent written and verbal communication skills, including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
• Education: Bachelor's degree or equivalent practical experience. MBA or focus in Business or Operations Management a plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 

Southern California: $185,000.00 - 250,000.00