Growth and Retention Performance Manager

Company Overview

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, QuickBooks Desktop, and QuickBooks Payroll.

We are transforming our Customer Success function from a cost center to a value driver. We now play a pivotal role in driving retention and monetisation, through delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses only on traditional call centre indicators, to delivering what matters to our customers and harnessing the power of our ecosystem of products and services to increase ARPC and LTV.

Join the Intuit Customer Success team as Senior Manager, Contact Center Operations and play a vital role in delivering a world class product support experience for customers that use our portfolio of products and deliver optimal outcomes.

We are looking for a Sales Performance Manager to oversee the execution of sales and lead pass programs for Intuit’s Global Business Solutions Group (GBSG) Customer Success organization. Reporting to the Sales Leader – Growth and Retention, GBSG Customer Success, this position will be responsible for the success of our 3^rd party partner sales and lead pass programs. The position will collaborate daily/weekly/monthly with peers and leaders in Customer Success, Marketing, Sales, Onboarding, Product Management, Finance, and Analytics as well as multiple third party BPO partners both onshore, nearshore and offshore.

This position will be based in Tucson, Atlanta, San Diego, or Mountain View.

Responsibilities

• Sales delivery managing customer success BPO partners to deliver daily/weekly/monthly revenue through direct sales and lead pass results
• Responsible for day-to-day performance management across third party BPO partners through multiple Op Mechs
• Experience delivery partnering with a broad array of cross-functional teams to ideate, test, develop, and scale performance and efficiency improvements to existing sales programs and processes
• Responsible for driving both positive customer experience and revenue growth
• Work with teams to develop agent capability around the internal sales tools to improve revenue growth and participation across expert-assisted experiences
• A deep understanding of data to drive both accuracy and strategic decision-making
• Manage incentive budgets across multiple BPO partner locations and offerings
• Understand and deliver sales insights at the product level to internal partners weekly/monthly

Qualifications

• Bachelor’s degree in Business/Marketing preferred or equivalent experience
• Experience leading Sales programs in a B2B or B2C environment
• 2+ years overall experience in Customer Success or sales management
• Demonstrated ability to drive performance through third party BPO partners and dotted line reporting relationships
• Demonstrated track record operating independently and efficiently to manage multiple priorities and projects simultaneously, and managing milestones and deadlines in a fast-paced environment
• Passion for delighting customers & using customer insights to improve end-to-end experiences
• Clear track record of being accountable for making smart and fast decisions, partnering cross-functionally, delighting customers, and driving dramatic growth
• Innovative thinker with a passion for generating new ideas, nurturing a culture of creativity, and continuing to raise the bar on business performance
• Strong analytical and problem-solving skills with clear examples of using data actively for customer insights, performance outcome measurements, ROI analysis and recommendations

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:

Bay Area California: $164,500 - $222,500

Southern California: $159,000 - $215,000