Senior Customer Experience Professional

Overview

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 Intuit Enterprise Suite, 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 our Mid Market and Accountant Managed Firms. We are seeking a dynamic and enthusiastic Customer Success Manager to join our expanding team. In this role, you will be the primary point of contact for these high-value, complex, customers, providing support as a subject matter expert throughout the customer lifecycle and ensuring they maximize the benefits of the Intuit platform. Your passion for customer engagement and your deep subject matter expertise in FMS 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. Serve as a point of contact for complex mid market customers. Own the customer lifecycle, driving product adoption and customer satisfaction.
• Onboarding Support: Provide expert guidance to customers on the onboarding process, ensuring they are effectively trained on our products and can utilize them to their full potential.
• Expertise: Serve as a subject matter expert on Intuit’s Enterprise Suite features, providing expert guidance to customers on how best to leverage Intuit’s products to meet their needs. Maintain up-to-date knowledge of industry trends and products.
• Client Support:. Independently respond to complex or ambiguous customer questions and provide expert guidance.
• High-Impact Customer Issue Management: Collaborate with other teams to efficiently and timely resolve customer issues 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. Act as a customer advocate, anticipating challenges and coordinating with internal teams (Sales, Implementation, Customer Support, Product) to support customers.
• Customer Engagement: Foster a collaborative and engaging environment, always prioritizing the customer. Regularly check in with customers to solicit feedback and ensure satisfaction. Independently assess client needs and recommend appropriate products and solutions. Serve as a dedicated, trusted advisor, ensuring customers fully leverage Intuit’s Enterprise Suite to meet their business needs.
• Documentation & Reporting: Maintain accurate records of customer interactions, feedback, and service requests. Research and analyze customer success metrics and independently develop strategies for client engagement and relationship development. Provide consistent feedback to support teams, influencing enhancements that better serve customers.

Qualifications

• Minimum 5 years experience in client success management or account management.
• Minimum of 3 years in a customer-facing role and experience using Financial Management System (FMS) software and/or QuickBooks Online.
• Passion for helping people and providing the best customer experience possible and driving net revenue retention and customer satisfaction.
• Extreme ownership of the customer experience; accountable for customer success.
• Bookkeeping or Accounting experience preferred.
• Advanced troubleshooting and complex 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 success 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.

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: