Director, CS Ecosystem Growth and Retention

Overview

Come join Intuit's Small Business and Self-Employed Group (SBSEG) as the Director of Ecosystem Growth and Retention on the Customer Success team. This role is responsible for unlocking the power of our QuickBooks ecosystem of products and services through Customer Success channels and capabilities at key moments of truth in the customer journey.

The ideal candidate will have a proven track record of delivering material business outcomes through new and innovative channels that leverage the ideal combination of technology and human experts. This leader will partner with other functions including Marketing, Sales, Expert Network Platform, Product Management, Design, Product Development, and Analytics to ensure we realize ecosystem growth opportunities through hypothesis driven experimentation and innovation, AI/ ML driven interventions, and in-product and out-of-product experiences. The value delivered to the business will be measured by delivering revenue through expansion of our ecosystem and improving customer retention and .

• Experience leading programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and understands the criticality of operational excellence.
• Business leader: business acumen with a proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work.
• Strong cross functional leadership: ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise: demonstrated strength managing or working with customer support organizations and operations.
• Analytical leader: have a keen eye on trends and a hunger for data. Ability to prove or disprove hypotheses by bringing the right data to the table.
• Product management & experience design: customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences from concept to production.
• Change leader: experience in a dynamic work environment, managing and executing complex systems and organizational change initiatives.
• Boundaryless leader: ability to prioritize and drive initiatives forward in a highly matrixed organization.

• Deliver CS revenue outcomes: establish annual targets and create strategies and plans to drive ecosystem growth.
• Drive development of Ecosystem Growth and Retention strategy and plans: envision the 3 year target state and create annual plans and roadmaps that lead us to breakthrough growth and adoption.
• Lead teams to create connected and cohesive customer experiences across digital & assisted journeys (vs distinct isolated support flows) fueled by AI capabilities that solve customer needs, augment expert capability, and earn us the right to make ecosystem recommendations.
• Influence and partner with Virtual Expert Platform team to develop the tools needed to make relevant recommendations that are personalized to customers across all digital and assisted channels. Within all expert cohorts, drive to 100% participation rate and accelerate recommendation and lead pass rates.
• Identify new monetization opportunities including the creation of differentiated CS services.
• Drive customer retention through new programs and processes including service recovery and loyalty initiatives.
• Develop and manage high performing teams with open and frequent communications at all levels of the organization. Apply performance management rigor: hire, mentor, coach and develop directs and other high-potential managers to be the best that they can be, while ensuring they are in the right roles.