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Intuit Customer Success Manager United States, Georgia, Atlanta 181211513
27.03.2025
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Responsibilities
- Manage customer relationships either via a dedicated book of business or in a pooled management model. Some of your customers will be new, while others may have been using Intuit Mailchimp for several years.
- Be accountable for the retention and growth of your customers.
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Engage customers in strategy conversations to derive maximum value from their investment in Intuit Mailchimp
- Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
- Monitor customer health and create risk mitigation plans where needed
- Resolve customer inquiries by aligning customers with the right resources
- Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
- Partner with different teams at Intuit Mailchimp to 'solve for the customer', including onboarding, up-sell, and contract management. Along the way, you will get to know Intuit Mailchimp's software incredibly well and help your customers fully adopt the platform.
- Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Mailchimp products and services to ensure customer retention and growth
- Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp to overcome them
Qualifications
- 3+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
- Business savvy with consultative, problem solving, and issue resolution skills
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
- Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
- Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
- It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
- Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
- Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email.
- The ability to thrive in a fast-paced environment
- Experience with SaaS & marketing automation software is a huge plus.
- Some travel required (up to 15%)
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