Retention Manager 1 (Saves Team)

Company Overview

Job Overview

The Saves team is responsible for the delivery and continual improvement of retaining customers that are on the verge of canceling their Online and Desktop QuickBooks.

The Manager 1 for QBO and Desktop Saves will play a significant part in supporting and growing an area where customers are calling to cancel and downgrade. In this role you will be primarily responsible for leading a team of experts in achieving Service Delivery goals to ensure consistently high customer experiences, while seeking ways to continually raise the bar. You will also collaborate with various stakeholders to maintain alignment with service delivery expectations and share insights that can further improve our approach as well as our products.

Responsibilities

• Effectively lead the delivery of QBO and Desktop retention, acting as the interface between Intuit senior leadership, experts, and invested stakeholders

• Utilize key metrics and leading indicators to understand how we are performing for customers, where we can improve and identify priorities to improve the experience

• Perform regular call monitorings aligned to an appropriate QA standard to validate actual expert performance versus expectations, and provide feedback in support of outlier management

• Meet regularly with your experts to help them develop their career, evaluate current performance, identify opportunities for improvement, and drive accountability for the delivery of excellent customer experiences

• Drive innovative impact - in partnership with the CX team and other stakeholders, continuously assess and leverage appropriate continual improvement techniques such as Gemba Walks, to recommend improvements to processes, tools and training, and quickly develop and execute learning plans, in service to delivering better customer and expert experiences

• Provide quantitative and qualitative insights to relevant stakeholders to improve their understanding of current wins and opportunities which can influence product improvements and service delivery

• Partner with Operations, L&D and other teams to ensure new experts are onboarded correctly and to quickly resolve technical issues

• Role model Intuit’s values daily, and lead by example

Qualifications

• Strong Quickbooks Online and Desktop product expertise strongly preferred

• Demonstrated people leadership experience in a customer service environment strongly preferred

• The ability to recognize a situation, own it and make sound decisions quickly, often with minimal data and direction

• Strong leadership skills, with the ability to boldly identify areas of opportunities and provide feedback to drive and support performance improvement

• Excellent problem solving skills, proactive, pragmatic and solution oriented, able to think on their feet while guiding and educating others through complex situations, while spotting emerging trends and taking appropriate actions to raise awareness and drive durable solutions

• A customer obsessed mindset and skill in handling challenging situations with empathy and determination for an optimal outcome is a must

• Excellent verbal, written and interpersonal skills, capable of building trust and alignment with others and articulating a compelling argument or description of an issue and associated remedy to leaders and stakeholders

• Excellence in current core role, demonstrated ability as an outstanding role model and change leader

• Experience in launching and sustaining retention programs within a Customer Success environment

• Must be competent in the use of GSuite and other office tools, as well as deep knowledge on the use of agent tools (e.g Salesforce, etc.)

• Ability to manage multiple priorities within a fast paced and high volume environment and make good decisions quickly (sometimes in the absence of concrete data)

• Flexibility to adapt and thrive as Intuit’s business needs evolve

• Ability to articulate any limitations of data, as well as identify customer insights from data

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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:

Southern California $ 106,000- 143,500