Intuit is seeking a highly skilled and experienced Customer Success Delivery to join our Expert Network organization, specifically supporting our growing Intuit Enterprise Suite (IES) and Mid-Market customer base. This pivotal leadership role is paramount for driving customer value and reducing friction for Intuit's high-value customers. This individual will be instrumental in removing friction for our customers and ensuring a support experience that delivers on the complexity and speed required of this high value group of customers. This role is pivotal for customers to realize the benefits of our platform, feel valued and resolve issues quickly.
Responsibilities
Strategic Leadership
- Define and implement a forward-looking vision for talent and delivery that scales with our product growth and customer base.
- Lead and develop a high-performance team of experts
- Establish clear goals, metrics, and success frameworks to continuously improve support delivery.
- Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.
- Customer and Expert Experience & Advocacy
- 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.
- Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights.
- Build a proactive, empathetic support culture focused on rapid resolution, transparency, and trust.
Operational Ownership
- Implement best practices in case and escalation management and root cause analysis.
- Own performance metrics including TNPS, SLA’s, case resolution time, and case backlog management.
- Partners with key groups including workforce management, capacity planning, and service design to ready our teams for growth and build confidence for our experts.
- Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality for high-value accounts.
- Cross-Functional Collaboration:
- Establish and maintain strong, collaborative relationships with Account Managers (AMs), Customer Success Managers (CSMs), Professional Services (PS), Product Development (PD), and Tier 2 teams to ensure seamless handoffs and integrated customer experiences.
- Partner with analytics teams to evolve and track key performance indicators (KPIs) for customer success.
Innovation & Tools
- Drive adoption of new technologies to enhance support experiences, including AI/ML-powered tools and automated workflows.
- Ensure the tech stack (e.g. Salesforce, Jira) is optimized for efficiency and scalablity.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Southern California $169,000.00 - 228,500.00This 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.
