Overview
Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Across our four leading brands - Turbo Tax, Credit Karma, QuickBooks, and Mailchimp - Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and small business ecosystem. Intuit is known for its innovation track record, customer centricity, and its consistent recognition as a top place to work.
Mailchimp solves one of the largest challenges small businesses face - getting customers. For two-thirds of small businesses, finding new customers is their biggest obstacle and over 25% struggle to retain existing ones. 13M businesses use Mailchimp to grow their business, and the combination of QuickBooks and Mailchimp will enable the next horizon of transformative innovation. Through the combined offering, small businesses will be able to grow and manage their business with one platform, enabling Mailchimp to offer unparalleled performance to its customers.
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Diversity and inclusion isn't just something we do - it's part of who we are. Intuit's commitment to diversity and inclusion dates back to the early days of the company when we first declared our core values and mission, and today our Stronger Together value keeps this front and center in how we power prosperity around the world. When our workforce composition reflects our customers and communities, we believe we can develop deeper empathy, accelerating innovation to solve the biggest problems our customers face. Lean more about diversity initiatives here
What you'll bring
- Leadership experience running a 100+ FTE customer facing team (product support or account management or like)
- Strategic thinker who can deliver targeted business outcomes in a sophisticated eco-system, which being able to execute complex projects across multiple functions
- Exceptional leadership qualities of grit, composure, clear decision making framework, and a demonstrated ability to grow careers for teams being managed
How you will lead
- Lead to transform a highly passionate team of over 200 FTE and more than 500 contractors to deliver exceptional business outcomes for our Mailchimp customers. The team focuses on providing product support for the Mailchimp products and features, delivering account management solutions for our high value customer base, and ensuring that our customer base is in compliance with rules and regulations. Direct reports include Director of Product Support, Director of Account Management, Head of Billing and Compliance]
- Deliver exceptional customer outcomes, by resolving service issues, and helping customers adopt product features which deliver value to their business. Key business metrics of success would be employee engagement, customer success satisfaction, customer engagement, revenue expansion, and churn reduction.
- Lead with data and insights to drive continuous improvement in business outcomes delivered by the Customer Success team
- Partner with the Intuit tech/platform teams to explore, recommend and execute tools/functionality that helps Customer Success become more effective and efficient in delivering outcomes
- Serve as a leader and culture driver for Mailchimp and Intuit
- Lead inclusively, by fostering Intuit's values and cultivating an environment of diversity, inclusion and belonging. Actively support our true north DEI goals and lead by example with all practices