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Job Details

2020-17199 -

Senior Product Manager - Customer Success

Location(s): San Diego, California
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world. Intuit's Customer Success team within the Consumer Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce.

We are seeking an experienced and collaborative Senior Product Manager to help define and drive new retention experiences across our customer lifecycles and transform customer success into a world class, service-centric organization that is never satisfied losing a customer. In this Senior Product Manager role, you’ll partner with business owners and cross functional teams to map out and optimize our customer journey’s and end-to-end lifecycles as we look to transform our business and transition into a service-based business

The Customer Success Senior Product Manager for Intuit’s Proactive Saves program will be focused on designing new experiences to enable year-round customer engagement and retention. You will execute digital and expert-driven retention initiatives alongside the program team under supervision of the Group Manager. This Senior Product Manager will analyze the reasons why former customers choose to leave our franchise, and then translate these into tangible multi-touch campaign programs to help the business deliver maximum customer loyalty and year on year retention. 

The ideal candidate for this role is a self-driven individual who is continuously thinking about improving the efficiency and effectiveness of the customer experience and has a passion for innovating on human-centered experiences at all stages of the funnel to ensure we never lose a customer. This professional is a self-starter who goes above and beyond the expected requirements of the role.

What you'll bring

  • Deep experience in creating Customer Service strategies and mapping customer journeys, experience in customer centric environments
  • Flexible and agile mindset to engage with a broad range of stakeholders and teams on transformation initiatives
  • Proven successful track record in designing customer centric processes and culture
  • Comfortable dealing with ambiguity and making decisions in a fast-paced dynamic environment.
  • Proven ability to work within a cross regional, functional, multicultural and virtual context (matrix organization)
  • Proven ability to influence and drive change and able to bring the team along the change journey through excellent business partnering skills
  • Ability to apply a continuous improvement lens across operations and demonstrate innovative thinking in line with owning & executing customer transformation opportunities and recommendations
  • Strong strategic and analytical thinking, Focused drive for results, emotional intelligence, trusted influence, conceptual thinking and process thinking are essential
  • Change management, communication, and problem-solving skills are also key leadership skills necessary for the role.
  • Must be a team player and able to work with and through others.
  • Comfortable challenging the status quo in a culturally respectable manner - not afraid to challenge
  • Bachelor’s degree or equivalent experience

How you will lead

  • Champion opportunities to consistently improve the customer experience
  • Drive customer retention, reduce churn, and increase customer satisfaction
  • Map the customer journey and identify opportunities to proactively intervene with expert-led experiences
  • Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
  • Test new strategies for driving customer value across the customer lifecycle
  • Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and Intuit throughout the lifecycle
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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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