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Intuit Principal Customer Success Experience Strategy United States, California, San Francisco 333624978
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Responsibilities
- Establish an end to end service experience strategy for our Mid-Market service offerings
- Quantify the delivery of benefit and our service performance at every step of the customer journey, constantly maintaining a set of game-changing priorities to improve that ladder up to the strategy you defined
- Rally a cross functional team to address key challenges limiting the delivery of value to customers, making measurable improvements
- Work with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of these benefits
- Partner with leadership and internal partners to understand business pipelines and challenges, and ensure the roadmap is addressing and enabling the business agenda.
- Connect the dots, understand interdependencies, effectively identify roadblocks and work to remove them
- Demonstrate superior oral and written communication skills across varying seniority levels, bonding teams behind a single vision to deliver for customers
- Ability to lead without direct authority and create a unifying sense of purpose among cross functional teams
- Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model
- Drive cultural change across the organization to deliver next generation of QuickBooks offerings
Qualifications
- BA/BS required or equivalent work experience, MBA strongly preferred
- 8-10 years of Customer Experience and Service Strategy, and/or Product Management experience for service oriented offerings.
- Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations.
- Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for Mid Market customers.
- Proactive, action oriented and result driven with the ability to thrive in a highly matrixed company structure, including rolling-up sleeves and leading by example at both strategic and tactical levels.
- Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions.
- Track record of aligning disparate teams around a common cause and effecting transformational change.
- Capacity to handle a highly complex effort, with ability to prioritize across multiple workstreams.
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