Manager 2 Service and Support

Intuit; Richmond (VA); Remote; USD 124,500 - 214,500; Full time

Job summary

A leading financial software company seeks a Senior Manager of Customer Success to lead its Accountant Support team in Richmond, Virginia. This pivotal role requires an individual with a strong customer focus and at least 5 years of leadership experience in service delivery or the Accounting industry. The candidate should possess excellent communication skills and the ability to drive strategic initiatives. The position offers a competitive salary package within the range of $124,500 to $214,500, depending on location.

Qualifications

• 5+ years of leadership experience in service delivery or the Accounting industry.
• Deep familiarity with customer experience performance metrics.
• Strong written and verbal communication skills.

Responsibilities

• Lead the Accountant Support team, focusing on a customer-centric environment.
• Manage a fully remote workforce and meet hiring and retention goals.
• Drive innovation and improvements across service offerings.

Skills

Customer experience performance metrics

Strong communication skills

Leadership in dynamic environments

Project management

Education

Bachelor's degree

MBA or focus in Accounting/Finance

Job description

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 our Quickbooks Accountant Premium and National Accounts support, to empower Accountants supporting Small Businesses in powering prosperity.

Responsibilities

• Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.
• Manage a complex and fully geographically remote workforce, inclusive of significant hiring waves corresponding with peak season demand. Meet training, PRS and retention goals.
• Drive innovation through experimentation and partnership with our Thrive teams to create the optimum processes for our operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings
• Observing, and understanding customer pain points; identifying problem areas and working cross functionally to drive improvements to the Quickbooks Live & Accountant Experience
• Leading 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 our business partners.
• Responsible for ensuring your organization delivers on the Key Performance metrics which include, Books Done, 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 PRS, and Pulse
• Collaborating on Strategic direction for Service Delivery vision and designing footprint strategies for our domain experts.
• Working 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 your direct reports and operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery to scale
• Continue the growth path of partnership with other Live services teams and resource flexibility to make our Accountant Support Team fungible and dynamic.
• Work with fellow 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

• 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 and 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 in a clear and concise manner, 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 a varying degree of complexity and deadlines.

As this role will require collaboration across multiple teams, it will require up to 10% travel.

Compensation

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