Customer Success Manager

3 weeks ago

Mountain View, California, United States Intuit Full time
Job Description

At Intuit, we are seeking a highly skilled Customer Success Manager to join our team. This role is responsible for providing exceptional support to our high-value customers, ensuring they achieve their business goals and objectives.

Key Responsibilities:

  • Build and maintain strong relationships with high-value customers, understanding their unique needs and service requirements.
  • Assist customers in the onboarding process, ensuring they are effectively trained on our products and can utilize them to their full potential.
  • Provide real-time phone and chat assistance for complex troubleshooting inquiries, ensuring swift resolution and minimal disruption to customers.
  • Develop and manage incident cases, collaborating with internal supportability teams to drive resolution and improve overall customer satisfaction.
  • Utilize strong project management skills to oversee customer-specific initiatives, ensuring timely delivery and success by partnering with cross-functional teams.
  • Foster a collaborative and engaging environment, always prioritizing the customer and soliciting feedback to ensure satisfaction.

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.

Location: New York

Salary: $38.00 per hour

Equal Employment Opportunity: Intuit is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive environment where all employees feel valued and respected.

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