Job Description

Overview

We are currently hiring a Customer Success Team Manager to join our PCG Customer Success Team. The purpose of this role is to ensure a successful onboarding for new clients as they transition from previous solutions to an Intuit professional tax product (Lacerte, ProSeries, and ProConnect Tax Online). This is the most important phase of the customer lifecycle, and the Customer Success team is responsible for establishing the solid foundation that drives the customer’s future successes. The Customer Success Team Manager will work in conjunction with Technical Support, Customer Service, Tax Acquisition Sales, Account Management Sales, Product Management, and Customer Experience Design.
This is the ideal opportunity for an experienced leader who is seeking to drive transformation change by delivering a customer obsessed experience

Responsibilities

• The Customer Success Team Manager is responsible for the management and oversight of the Concierge team, Success Coach Team, and Product Specialist team and the timely execution of new customer onboarding, inclusive of first year retention and lead generation for add-on products.
• The Customer Success Team Manager will ensure quality standards are being met across the end-to-end onboarding process and will promote a “Client-Centric” atmosphere by ensuring that the Client is receiving a customer obsessed and streamlined experience.
• The Customer Success Team Manager will prioritize and assign onboarding cases to the most appropriate team member, based on customer segment (Full Service, Tax Only, and Mid-Market) and current workload.
• The Customer Success Team Manager will oversee the completion of cases in an efficient and timely manner and in line with productivity goals, supervise and motivate the team, manage team escalations, and coordinate extensively with the Product Management team to assure customer feedback input is a critical input into the product roadmap.
• The Customer Success Team Manager will partner with internal sales teams (Tax Acquisition and Account Management) to drive revenue growth and assure all new high value customers are assigned a dedicated account manager.
• The Customer Success Team Manager will have a strong working knowledge of the new customer acquisition process to the extent that they understand what information and documentation must be collected and captured in Salesforce and other internal systems and tools to provide a customer obsessed onboarding experience.
• The Customer Success Team Manager should be able to answer questions from the Concierge team, Success Coach Team, Product Specialist team, and Clients.
• The Customer Success Team Manager will also need to have an understanding of the entire suite of Professional Tax products and process nuances between them in order to ensure that the team has processed product onboarding requests accurately and efficiently.
• The Customer Success Team Manager will identify inaccuracies or defects that might emerge during the onboarding process and work with the Tax Acquisition, Account Management, Marketing, Product Management, and Customer Experience Design teams and/or Clients (if necessary) to both explain steps required to resolve these inaccuracies, and help the team resolve them.
• The Customer Success Team Manager must meet quality and productivity standards as well as participate in periodic discussions with management to improve both quality and productivity.
• The Customer Success Team Manager will identify and develop team members for growth and build bench strength while living our Intuit values.
• The Customer Success Team Manager ensures systematically responsible outcomes while driving performance and balancing short and long-term risks.
• The Customer Success Team Manager will direct the team on best practices, set quarterly metrics, and objectives.

Qualifications

• Strong team management skills, such as leadership, supervision, motivation, delegation
• Ability to consistently drive team to exceed productivity goals
• Excellent communications skills, both verbal and written
• Customer Obsessed
• Strong problem solving and organizational skills
• Strong analytical skills, detail oriented
• Ability to work independently and with all roles of the Customer Success team
• Ability to define and drive targets for the Customer Success team
• Knowledgeable of PCG Professional Tax products and services desired
• Ability to quickly understand and utilize internal tools/systems used
• Ability to prioritize work in a time-pressure environment
• Ability to develop working relationships with business partners (Tax Acquisition, Account Management, Marketing, Product Development, Customer Experience Design)
• Work with Clients and attend Client meetings (especially for any escalations)
• Collaborate with different operations teams to ensure delivery of services
• Provide coaching and training for direct reports
• Recommend changes/enhance process and procedures
• 3-5+ years of experience working in similar project management and Client service roles in the Software Industry
• 3-5+ years in management experience in leading onboarding teams
• Bachelor’s Degree or above desired

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