Group Manager, Expert Network Accountant Service Delivery

at  Intuit

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.

WHAT YOU’LL BRING

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

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.