Intuit
Overview
Join the Intuit Customer Success team as a Senior Manager of Customer Success leading our Accountant Support team. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our highest value customers through Quickbooks Accountant Premium and National Accounts support, empowering Accountants supporting Small Businesses in powering prosperity. Our customer service approach is ever‑evolving and focused on achieving the highest levels of customer satisfaction. We are deeply customer‑obsessed and solve for pain through data‑driven insights and an innovation mindset. In this role you will be part of a leadership team that creates a world‑class professional organization and facilitates our experts in doing the best work of their lives. You will manage a team of front‑line managers, advocate for the growing team, drive performance across multiple teams, lead change management, improve platforms and processes, and coach leaders to meet performance expectations. Responsibilities
Champion a customer and Expert experience‑focused environment—drive the Expert Network delivery teams and work with internal partners to build relationships with customers, resolve issues, attract and retain experts, and create promoters across both groups. Manage a complex, fully geographically remote workforce inclusive of significant hiring waves during peak season demand. Meet training, PRS, and retention goals. Drive innovation through experimentation and partnership with our Thrive teams to create optimum processes for operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings. Observe, understand customer pain points, identify problem areas, and work cross‑functionally to drive improvements to the Quickbooks Live & Accountant Experience. Lead teams through exploring and testing new technologies or service methodology changes to address expert and customer needs. Play a key role in the Expert Network leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with business partners. Ensure your organization delivers on key performance metrics—including Books Done, Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency metrics such as Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics like Expert PRS and Pulse. Collaborate on strategic direction for service delivery vision and design footprint strategies for domain experts. Work with forecast, demand, and experience teams to determine and improve baseline forecasts. Collaborate with Ops Strategy & Finance Partners to align on operational and financial plans to target. Participate in monthly and quarterly discussions with your extended team to assist in roadmap conversations driving expert experience improvements. Partner with direct reports and operational partners (workforce management, Real‑Time operations, training and learning teams) to solidify capacity plans, enable and expedite a path to operationalize service delivery at scale. Continue the growth path of partnership with other Live services teams and utilize resource flexibility to make the Accountant Support Team fungible and dynamic. Work with senior leaders to develop and deliver a robust talent and performance review process to ensure high‑caliber expert, lead, and manager performance beyond peak season. Qualifications
Proven track record of success and significant experience in a fast‑paced organization, leading customer‑centric operations and teams. Bachelor’s degree or equivalent practical experience; MBA or focus in Accounting/Finance a plus. Minimum of 5 years of experience primarily in service delivery or the Accounting industry in a people‑leadership role. Deep familiarity with customer experience performance metrics, including but not limited to Transactional Net Promoter (tNPS), Issue Resolution (IR), Average Handle Time (AHT), Service Quality Score (SQS). Customer‑focused with a desire to understand and help design and deliver the end‑to‑end customer and expert experience. Strong written and verbal communication skills and ability to present information clearly and concisely, influencing in a cross‑matrixed environment. Ability to interpret and disseminate complex or ambiguous information to your team at point of need. Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiatives. Strong track record of managing multiple projects, deliverables, and workload with varying degrees of complexity and deadlines. As this role will require collaboration across multiple teams, it will require up to 10% travel. 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: Remote US
Atlanta, GA: $124,500.00- $168,500.00 Plano, TX: $124,500- $168,500 Los Angeles, CA: $129,500.000-$175,500.00 New York, NY: $135,000.00-$182,500.00 Reno, NV: $124,500.00-$168,500.00 San Diego, CA: $129,500.00-$175,500.00 San Francisco, CA: $158,500.00-$214,500.00 Tucson, AZ: $124,500.00-$168,500.00 Washington, DC: $124,500.00-$168,500.00 Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Other Industries
Software Development
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Join the Intuit Customer Success team as a Senior Manager of Customer Success leading our Accountant Support team. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our highest value customers through Quickbooks Accountant Premium and National Accounts support, empowering Accountants supporting Small Businesses in powering prosperity. Our customer service approach is ever‑evolving and focused on achieving the highest levels of customer satisfaction. We are deeply customer‑obsessed and solve for pain through data‑driven insights and an innovation mindset. In this role you will be part of a leadership team that creates a world‑class professional organization and facilitates our experts in doing the best work of their lives. You will manage a team of front‑line managers, advocate for the growing team, drive performance across multiple teams, lead change management, improve platforms and processes, and coach leaders to meet performance expectations. Responsibilities
Champion a customer and Expert experience‑focused environment—drive the Expert Network delivery teams and work with internal partners to build relationships with customers, resolve issues, attract and retain experts, and create promoters across both groups. Manage a complex, fully geographically remote workforce inclusive of significant hiring waves during peak season demand. Meet training, PRS, and retention goals. Drive innovation through experimentation and partnership with our Thrive teams to create optimum processes for operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings. Observe, understand customer pain points, identify problem areas, and work cross‑functionally to drive improvements to the Quickbooks Live & Accountant Experience. Lead teams through exploring and testing new technologies or service methodology changes to address expert and customer needs. Play a key role in the Expert Network leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with business partners. Ensure your organization delivers on key performance metrics—including Books Done, Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency metrics such as Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics like Expert PRS and Pulse. Collaborate on strategic direction for service delivery vision and design footprint strategies for domain experts. Work with forecast, demand, and experience teams to determine and improve baseline forecasts. Collaborate with Ops Strategy & Finance Partners to align on operational and financial plans to target. Participate in monthly and quarterly discussions with your extended team to assist in roadmap conversations driving expert experience improvements. Partner with direct reports and operational partners (workforce management, Real‑Time operations, training and learning teams) to solidify capacity plans, enable and expedite a path to operationalize service delivery at scale. Continue the growth path of partnership with other Live services teams and utilize resource flexibility to make the Accountant Support Team fungible and dynamic. Work with senior leaders to develop and deliver a robust talent and performance review process to ensure high‑caliber expert, lead, and manager performance beyond peak season. Qualifications
Proven track record of success and significant experience in a fast‑paced organization, leading customer‑centric operations and teams. Bachelor’s degree or equivalent practical experience; MBA or focus in Accounting/Finance a plus. Minimum of 5 years of experience primarily in service delivery or the Accounting industry in a people‑leadership role. Deep familiarity with customer experience performance metrics, including but not limited to Transactional Net Promoter (tNPS), Issue Resolution (IR), Average Handle Time (AHT), Service Quality Score (SQS). Customer‑focused with a desire to understand and help design and deliver the end‑to‑end customer and expert experience. Strong written and verbal communication skills and ability to present information clearly and concisely, influencing in a cross‑matrixed environment. Ability to interpret and disseminate complex or ambiguous information to your team at point of need. Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiatives. Strong track record of managing multiple projects, deliverables, and workload with varying degrees of complexity and deadlines. As this role will require collaboration across multiple teams, it will require up to 10% travel. 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: Remote US
Atlanta, GA: $124,500.00- $168,500.00 Plano, TX: $124,500- $168,500 Los Angeles, CA: $129,500.000-$175,500.00 New York, NY: $135,000.00-$182,500.00 Reno, NV: $124,500.00-$168,500.00 San Diego, CA: $129,500.00-$175,500.00 San Francisco, CA: $158,500.00-$214,500.00 Tucson, AZ: $124,500.00-$168,500.00 Washington, DC: $124,500.00-$168,500.00 Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Other Industries
Software Development
#J-18808-Ljbffr