Intuit
Overview
Join the Intuit Customer Success team as a Principal Customer Experience Professional, shaping best‑in‑class experiences for our Midmarket customers. In this role you will be a critical contributor within a team that creates and delivers world‑class customer experiences, driving strategic initiatives and operational improvements to support growth and customer satisfaction.
Responsibilities
Champion Customer and Expert Experience
— Drive initiatives and collaborate with internal and external partners to deliver experiences that resolve complex customer issues, drive loyalty, and enable revenue growth across the Intuit Enterprise Suite Midmarket segment.
Optimize Operational Performance
— Analyze and improve the operational performance of our Expert Network across the Enterprise Suite ecosystem, contributing to the achievement of experience, financial, and performance targets.
Strategic Thought Partner
— Serve as a critical thought partner in evolving the Enterprise Suite product support experience and shaping the role of experts who support mid‑market businesses with advanced workflows, compliance requirements, and multi‑system integrations.
Design Scalable Solutions
— Design and implement scalable solutions that drive customer growth and operational efficiency across Enterprise Suite service offerings.
Foster Innovation
— Champion a culture of innovation through experimentation and partner with continuous improvement and technology teams to remove friction and empower experts to deliver exceptional mid‑market support.
Drive End‑to‑End Thinking
— Collaborate cross‑functionally with sales, product, and Customer Success teams to advocate for Enterprise Suite customer and expert needs, ensuring product and service experiences exceed expectations.
Data‑Driven Insights
— Work with forecasting, demand planning, and experience teams to analyze data and improve forecast accuracy and operational performance.
Financial Acumen
— Collaborate with Operations Strategy & Finance to align operational and financial plans and ensure consistent delivery to target.
Strategic Direction
— Provide thought leadership on the direction and priorities of our GBSG Expert Services organization, contributing to expert talent strategies that meet the dynamic needs of the mid‑market segment.
Process Excellence
— Establish and refine robust processes to ensure high‑caliber service delivery and performance across internal and partner teams.
Adapt to Dynamic Growth
— Excel in a dynamic, rapidly scaling environment where high‑velocity change is viewed as an opportunity to innovate.
Leverage Technology
— Partner with technology teams to bring the power of the Intuit platform to expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform to deliver efficient and intelligent support experiences.
Cultivate Advocacy
— Promote a culture of advocacy that prioritizes delighting customers and elevating their experience throughout every interaction.
Qualifications 8+ years of proven success in a fast‑paced organization, driving customer‑centric operations and initiatives. The ideal candidate is a:
Customer Experience Advocate
– Proven ability to remove friction and deliver exceptional experiences for complex mid‑market environments.
Premium Experience Delivery
– Experienced in supporting high‑value customers with advanced product, integration, or workflow requirements.
Influence & Collaboration
– Strong track record of influencing without authority, guiding cross‑functional teams, and building strategic partnerships.
Boundaryless Leader
– Effective working across organizational boundaries and influencing senior stakeholders.
Product & Business Acumen
– Deep customer advocacy with a design‑thinking approach; able to build compelling business cases to prioritize investments that improve Enterprise Suite experiences.
Customer Success & Support Expert
– Experience leading or contributing to large‑scale customer success teams supporting mid‑market or enterprise‑grade products. Partner workforce leadership and virtual team experience strongly preferred.
Change Leader
– Skilled in managing complex systems or organizational change initiatives in dynamic environments.
Communicator
– Fluent in English with excellent written and verbal communication skills and the ability to simplify complex concepts. Proficient in MS Word, Excel, and PowerPoint.
Education
– Bachelor’s degree or equivalent; MBA or Operations‑focused graduate education a plus.
Compensation
Bay Area, California: $192,500 – $260,000
Southern California: $185,000 – $250,000
Intuit provides a competitive compensation package with a strong pay‑for‑performance rewards approach, including cash bonus, equity rewards, and benefits. Pay is based on job‑related knowledge, skills, experience, and work location. Intuit conducts regular comparative analysis across categories of ethnicity and gender to drive fair pay.
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Responsibilities
Champion Customer and Expert Experience
— Drive initiatives and collaborate with internal and external partners to deliver experiences that resolve complex customer issues, drive loyalty, and enable revenue growth across the Intuit Enterprise Suite Midmarket segment.
Optimize Operational Performance
— Analyze and improve the operational performance of our Expert Network across the Enterprise Suite ecosystem, contributing to the achievement of experience, financial, and performance targets.
Strategic Thought Partner
— Serve as a critical thought partner in evolving the Enterprise Suite product support experience and shaping the role of experts who support mid‑market businesses with advanced workflows, compliance requirements, and multi‑system integrations.
Design Scalable Solutions
— Design and implement scalable solutions that drive customer growth and operational efficiency across Enterprise Suite service offerings.
Foster Innovation
— Champion a culture of innovation through experimentation and partner with continuous improvement and technology teams to remove friction and empower experts to deliver exceptional mid‑market support.
Drive End‑to‑End Thinking
— Collaborate cross‑functionally with sales, product, and Customer Success teams to advocate for Enterprise Suite customer and expert needs, ensuring product and service experiences exceed expectations.
Data‑Driven Insights
— Work with forecasting, demand planning, and experience teams to analyze data and improve forecast accuracy and operational performance.
Financial Acumen
— Collaborate with Operations Strategy & Finance to align operational and financial plans and ensure consistent delivery to target.
Strategic Direction
— Provide thought leadership on the direction and priorities of our GBSG Expert Services organization, contributing to expert talent strategies that meet the dynamic needs of the mid‑market segment.
Process Excellence
— Establish and refine robust processes to ensure high‑caliber service delivery and performance across internal and partner teams.
Adapt to Dynamic Growth
— Excel in a dynamic, rapidly scaling environment where high‑velocity change is viewed as an opportunity to innovate.
Leverage Technology
— Partner with technology teams to bring the power of the Intuit platform to expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform to deliver efficient and intelligent support experiences.
Cultivate Advocacy
— Promote a culture of advocacy that prioritizes delighting customers and elevating their experience throughout every interaction.
Qualifications 8+ years of proven success in a fast‑paced organization, driving customer‑centric operations and initiatives. The ideal candidate is a:
Customer Experience Advocate
– Proven ability to remove friction and deliver exceptional experiences for complex mid‑market environments.
Premium Experience Delivery
– Experienced in supporting high‑value customers with advanced product, integration, or workflow requirements.
Influence & Collaboration
– Strong track record of influencing without authority, guiding cross‑functional teams, and building strategic partnerships.
Boundaryless Leader
– Effective working across organizational boundaries and influencing senior stakeholders.
Product & Business Acumen
– Deep customer advocacy with a design‑thinking approach; able to build compelling business cases to prioritize investments that improve Enterprise Suite experiences.
Customer Success & Support Expert
– Experience leading or contributing to large‑scale customer success teams supporting mid‑market or enterprise‑grade products. Partner workforce leadership and virtual team experience strongly preferred.
Change Leader
– Skilled in managing complex systems or organizational change initiatives in dynamic environments.
Communicator
– Fluent in English with excellent written and verbal communication skills and the ability to simplify complex concepts. Proficient in MS Word, Excel, and PowerPoint.
Education
– Bachelor’s degree or equivalent; MBA or Operations‑focused graduate education a plus.
Compensation
Bay Area, California: $192,500 – $260,000
Southern California: $185,000 – $250,000
Intuit provides a competitive compensation package with a strong pay‑for‑performance rewards approach, including cash bonus, equity rewards, and benefits. Pay is based on job‑related knowledge, skills, experience, and work location. Intuit conducts regular comparative analysis across categories of ethnicity and gender to drive fair pay.
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