Senior Manager, Accountant Customer Success

Senior Manager (M2) - Customer Success Team

Are you ready to revolutionize customer success and lead an elite team at the heart of innovation? Join Intuit's Customer Success team as a Senior Manager (M2), where you'll drive our Accountant Product Support team to deliver for our most influential customers, propelling them to new heights! As a Senior Manager (M2) in Intuit's Customer Success team, you will be responsible for leading our Accountant Product Support team.

Your primary goal will be to elevate the support experience for our most influential customers, ensuring we drive exceptional results for them. This isn't just a job; it's an opportunity to be part of a leadership team that's building a world-class professional organization and an environment where our experts do the best work of their lives!

We're seeking a dynamic leader to optimize our greatest asset – our people – and deliver an unparalleled service experience for our most valued customers. Imagine empowering Accountants to fuel prosperity for Small Businesses through Quick Books Accountant Premium and National Accounts support. This is your chance to make a monumental impact!

Our approach to customer service is relentlessly evolving, always striving for the pinnacle of customer satisfaction. We are deeply customer-obsessed, solving pain points with data-driven insights and an unyielding innovation mindset. Our Expert Network teams are the epicenter of this thrilling journey – innovating, experimenting, learning, pivoting, and embracing change at breakneck speed.

You'll manage a high-performing team of expert Front-line Managers within the Quick Books Accountant team, acting as the advocate and voice for this rapidly expanding group. Be a key leader in scaling support for both new and existing offerings, dedicated to supporting Quick Books accountants and ensuring they are equipped with every tool and all the support needed to truly excel.

You'll be accountable for driving performance across multiple teams with precision and rigor, leading critical change management initiatives, platform improvements, work assignments, and schedule adherence. Plus, you'll be coaching your leaders to smash existing and new performance expectations.

This pivotal role is your chance to deliver an exceptional service experience for our accounting customers while optimizing team performance to new heights. The ideal candidate will be a driving force for operational improvements, leading incredible teams, expertly managing relationships, and ensuring sky-high levels of customer satisfaction.

• Champion an electrifying customer and Expert experience! Drive our Expert Network delivery teams and collaborate with internal partners to craft experiences that forge deep relationships with customers, resolve issues brilliantly, attract and retain top Experts, and create an army of promoters across both groups.
• Master the art of leading a complex, fully geographically remote workforce, even through the exhilarating hiring waves of peak season demand. Achieve and exceed training, customer satisfaction, and retention goals.
• Unleash innovation through audacious experimentation and powerful partnerships with our Thrive teams. Design optimal processes for operational delivery, embodying a mindset of continuous improvement and crafting solutions that skyrocket customer growth and scale our service offerings.
• Become a detective of customer pain points, observing and understanding challenges, then collaborating cross-functionally to drive transformative improvements to the Accountant Experience.
• Lead your teams in exploring and testing cutting-edge technologies and revolutionary service methodology changes to meet Expert and customer needs head-on.
• Play a pivotal role in the Expert Network leadership team, driving strategic initiatives and forging powerful partnerships and influence with our business partners.
• Own the delivery of key performance metrics, including Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics like Expert…