Group Manager, Expert Network Accountant Service Delivery
Intuit
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Location(s): Mountain View, California; Atlanta, Georgia; Tucson, Arizona; San Diego, CaliforniaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Join the Intuit Customer Success team as a Group Manager of Customer Success in our Expert Network, leading the Accountant Support team. We are on a mission to be the No 1 partner to accounting professionals, powering the success of their clients worldwide. As an Expert Network 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 who in turn enable the prosperity of our Small Businesses customers.
Our approach to customer success is ever evolving, and is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and scale.
The Role
In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our experts in doing the best work of their lives. In this role, you will lead a team of our Senior Managers in the Quickbooks Accountant team with an extended leadership team of managers and their experts. You will be the advocate and voice of this growing team, and a key leader in scaling support for new and existing offerings. You will be accountable for driving performance across multiple expert teams with efficiency and rigor, leading change management, advocating for platform improvements, as well as coaching your leaders to deliver on new levels of support and engagement with our Accountants. This role will involve collaboration across multiple teams, and require up to 25% travel.
Qualifications
A proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Looking for a minimum of 7 years of experience primarily in service delivery or the accounting industry in a people leadership role.
The ideal candidate is a:
- Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
- Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 200 a plus.
- Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
- Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
- Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for accountant and mid market customers a plus.
- Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
- Communicator: You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint
- Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
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 accountants, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.
- Manage a complex and fully geographically remote workforce, inclusive of hiring waves corresponding with peak season demand. Meet hiring, training, engagement and retention goals.
- Lead operational performance of our Expert Network teams, delivering on experience, opex and performance targets,
- Designing solutions that drive customer growth and scale across our service offerings.
- Observing, and understanding customer and expert pain points; identifying problem areas and working cross functionally to drive improvements to the experience.
- Drive innovation through experimentation and partner with our Thrive teams to create the optimum processes for our operational delivery.
- Developing subject matter expertise for new offerings and the existing ecosystem
- Collaborate with senior leadership on the vision and strategy for Service Delivery, designing sourcing and footprint strategies for domain experts in the product support ecosystem
- Partner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance
- Work with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target
- Provide thought leadership on the strategic direction and priorities of our SBSEG Expert Services organization and create compelling expert talent strategies to exceed our Accountant expectations.
- Establish and own a robust calibration and performance review process to ensure high caliber expert, manager, and senior manager performance beyond peak season.
- Thrives in a dynamic growth environment where high velocity change is seen as an opportunity to grow.
- Partner with technology teams to bring the power of the platform to our expert teams, harnessing Intuit Assist, RPA and Intuit Expert Platform
- Collaborate with SBSEG segment partners on the vision and CS experience for our Accountants.
- Continue the growth path of partnership with Live services teams and resource flexibility to make our Accountant Support Team fungible and dynamic.
- You will create and promote an “advocacy” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.
- You will lead and inspire a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $179000-242000, Southern California $153500-207500. 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
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This job is no longer accepting applications
See open jobs at Intuit.See open jobs similar to "Group Manager, Expert Network Accountant Service Delivery" FinTech Australia.