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Job Details

2021-20008 -

Senior Manager Customer Success: Proactive Saves Outbound Outreach

Location(s): San Diego, California
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Come join the Consumer Group as Senior Manager, Customer Success designing and implementing multi-channel outbound customer outreach to drive customer conversion and retention.

Consumer Group is a growing vibrant portfolio of products and services including TurboTax, TurboTax Live, Turbo and Mint. CG Customer Success is continuing to grow & improve the end to end digital and assisted services experiences that serve over 35M customers. The Customer Success team is executing on several big bets to help deliver against our strategy to unlock financial freedom for all consumers through scaling professional services as a product, connecting our customers with financial expertise in our company mission of “Powering Prosperity Around the World”. 

In order to accelerate our vision, the Customer Success organization has been on a journey to transform from a contact center-driven, transactional function to a true customer-success-driven capability, where the mindset is to champion a culture where we are NEVER satisfied losing a customer. We must change the hearts and minds of every employee to stay committed and obsessed with delivering the benefit of complete confidence and maximizing the value of our products for every customer so there is never a reason for customers to leave. We have the unique advantage of having access to over 400 million minutes of conversation through assisted channels and over 1 billion self-help interactions from our customers as they engage within our products and services.

What you'll bring

We are looking for a customer-obsessed, proven leader with at least 5-10 years’ experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing outbound marketing outreach or service recovery outreach in Customer Success, Product Marketing, or similar functions.

 

  • Bachelor’s Degree Business Management, Marketing or related, or equivalent work experience; MBA is desirable
  • Experience leading consumer-facing programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and understands the criticality of operational excellence
  • Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross-functional peers in Product Management, Product Development, Marketing, Design and Data to prioritize and drive initiatives forward in a highly matrixed organization.
  • Extensive experience managing multi-channel outreach campaigns - email, phone, SMS, push - under tight deadlines.
  • Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions.
  • Delivers an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track, and evolve customer business goals.
  • Inspiring, entrepreneurial people leader who is unafraid to roll-up sleeves, get it done and "lead from the front.”
  • Develops high-performing team by diagnosing, understanding, and facilitating healthy team dynamics
  • Translates organizational objectives into actionable goals for individual employees
  • Creates an environment where people are encouraged to share information, constructively debate, provide feedback, ask questions, and communicate freely
  • Identifies performance and career development opportunities for direct reports and works with the employees to prepare meaningful development plans
  • Possesses strong presentation, verbal and written communication skills, and commands credibility with senior executives.

How you will lead

We are looking for a customer-obsessed leader who can set a multi-channel outbound strategy focused on top-of-funnel outreach to attract new and winback customers as well as service recovery outreach to retain customers who experience setbacks in their experiences with our family of products. This entails designing e2e outreach experiences (top of funnel and service recovery) both for specific cohorts and launching and scaling assisted-services programs to deliver increased auths, conversion, and retention, in support of CG’s growth goals. This leader will partner with other critical functions like Product, PD, Design, Data, and Marketing to ensure we are collectively designing experiences that deliver complete confidence - and when there is a setback in the experience, our proactive, multi-channel service recovery outreach turns failure into opportunities for loyalty and delight.

 

You will be leading a team focused on executing hypothesis-driven experiments, uncovering customer-driven insights, leading competitive benchmarking and customer-driven innovation frameworks to prioritize work within areas of the customer lifecycle where outbound outreach can make a step change in positive outbound-engagement levels across our customer base for TurboTax, TurboTax Live, Mint and Turbo. You will own the delivery and operations framework for new outbound engagement models as measured by communication Open Rate, Auth Rate, Retention, LTV, Resolution, Conversion, Abandon Rate, CPHC Reduction… all relative to best alternative.

 

Your innovative leadership will help us think differently and shape our customer-engagement trajectory by working with senior leadership to define strategy, success metrics, and the supporting details of our long-term growth plans. 

 

Your focus will be to define what can be versus expanding or replicating what is already in play. If you have a passion for disruption and a track record of success developing and launching best-in-class care experiences for consumers, and if you want to work on a team where your work will have a massive positive impact on customers’ lives, we’d like to hear from you! 

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