Customer Success Manager
Company: Intuit Inc.
Location: Mountain View
Posted on: October 29, 2024
Job Description:
At Intuit, we empower consumers and businesses by providing them
with powerful financial tools. Our Global Business Solutions Group
includes industry-leading product solutions such as QuickBooks
Online Accountant, QuickBooks Online, QBO Payments, QBO Payroll,
and QB Desktop. We are committed to delivering exceptional value
and support to our highest value customers including Enterprise
Business and Accountant Managed Firms. We are seeking a dynamic and
enthusiastic Customer Success Manager to join our team. In this
role, you will be the primary point of contact for these high-value
customers, guiding them through the onboarding process and
providing ongoing product and technical support as they grow their
business(es). Your passion for customer engagement and your
expertise in Intuit products will ensure that our customers are
able to seamlessly utilize our suite of products and enhance their
overall experience. Responsibilities
- Proactive Account Management: Build and maintain strong
relationships with high-value customers, understanding their unique
needs and service.
- Onboarding Support: Assist customers in the onboarding process,
ensuring they are effectively trained on our products and can
utilize them to their full potential.
- Technical Support: Provide real-time phone and chat assistance
for complex troubleshooting inquiries, ensuring swift resolution
and minimal disruption to customers.
- Incident Management: Develop and manage incident cases,
collaborating with internal supportability teams to drive
resolution and improve overall customer satisfaction.
- Project Management: Utilize strong project management skills to
oversee customer-specific initiatives, ensuring timely delivery and
success by partnering with cross-functional teams.
- Customer Engagement: Foster a collaborative and engaging
environment, always prioritizing the customer. Regularly check in
with customers to solicit feedback and ensure satisfaction.
- Advanced Troubleshooting: Demonstrate advanced troubleshooting
skills to resolve product-related issues efficiently, enabling
customers to continue using the products effectively.
- Documentation & Reporting: Maintain accurate records of
customer interactions, feedback, and service requests in alignment
with company standards. Minimum Requirements
- Minimum of 3 years in a customer-facing role supporting at
least 2 of the following Intuit Products: QuickBooks Online
Accountant, QuickBooks Online, QBO Payments, QBO Payroll, QB
Desktop, Lacerte, or ProSeries.
- Proven ability to leverage multiple resources and tools while
effectively troubleshooting Intuit product support issues as
demonstrated by a minimum Intuit Issue Resolution score of 91%,
sustained for 6 months.
- Passion for helping people and providing the best customer
experience possible, as displayed by a minimum Intuit tNPS score of
85, sustained for 6 months.
- Extreme ownership of the customer experience; accountable for
customer success.
- Minimum 5 years customer service experience.
- Bookkeeping or Payroll experience preferred.
- Advanced troubleshooting and problem-solving abilities.
- Demonstrated ability to build and maintain strong relationships
with clients and stakeholders.
- Demonstrated ability to work collaboratively in a team
environment and contribute positively to team outcomes.
- Comfortable with ambiguity and change, with an ability to adapt
to evolving priorities and requirements.
- Dependable and committed to delivering high levels of service.
Must love engaging with customers and have a strong passion for
customer service excellence.
- Excellent project management skills, with a track record of
delivering on commitments.
- Exceptional communication skills and a professional video
presence for customer interactions.
- This is a Full Time position; candidates should expect to work
a minimum of 40 hours per week Monday through Friday, overtime may
be required during peak seasons.
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Keywords: Intuit Inc., Danville , Customer Success Manager, Executive , Mountain View, California
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