Intuit Group Manager, Customer Success (BPO & Experience Quality) in Massachusetts Military Reservation, Massachusetts
The Group Manager, Customer Success (BPO & Experience Quality) is a position which reports to the Director of Customer Success and will be responsible for the strategy and day to day management of the Intuit Mailchimp customer success BPO team serving thousands ofcustomers to help them grow their businesses with Intuit Mailchimp. In addition this individual is responsible for the Quality of service and experience for Global Customer Success ensuringthat both FTE and BPO professionals are delivering an exceptional customer experience.
What you'll bring
3+ years of experience in managing large contingent labor force contracts, and / or a background in strategy / management consulting with large publicly-traded companies
3+ years experience in Customer Success Leadership
Experience leading leaders a plus
An articulate and precise communication style and can deliver action-oriented plans that arewell executed
Experience with relevant technology and CRM tools
Understanding of AB testing and experience managing cross-functional retention / CRMinitiatives
Demonstrated impressive executive presence and sharp presentation skills
Must have experience in performance management, 1:1, coaching and mentoring sales/CSteams
Work in UCaaS, CCaaS, SaaS, communications industry preferred
Obsessed with analyzing consumer behavior and giving actionable and relevant insights
Have an absolute passion for ensuring a great customer experience with every contact.
A manager of people who has an empathetic but inspiring leadership style
Exceptionally good to data-based story
Vocal when conveying a clear vision, goals and expectations
Able to succeed in an ambiguous environment and accommodate rapidly changing business need
How you will lead
Act as day to day point of contact for our outsourced customer success partner (s)
Partner with Director of Customer Success to create a long term retention and growth strategym for the customers managed by the BPO customer success team
Ensure high NRR through retention and growth within the existing customer base
Partner with cross functional stakeholders in customer success, product, support teams, and professional service teams to ensure all customer and CSM data is being used to make process/performance improvements
Establish BPO & FTE engagement scorecards to help manage our organization more efficiently
Be responsible for developing and implementing a strategy, both to stand up and operate the key outsourcing pillars of the company. This may include identifying new opportunities for outsourcing, evaluating potential vendors, and creating a roadmap for both implementing, operating projects, and fire-fighting last minute workforce issues.
Manage the company's relationships with vendors. This may include negotiating contracts,monitoring performance, and ensuring that vendors are meeting the company's requirements.
Manage BPO performance with accountability for key contact center metrics including: costs,SLAs, AHT, CSAT, NPS, quality, retention and similar performance indicators.
Serve as the main point of contact for partner escalations and identify real and potentialproblems, provide resolutions, alternate solutions, and risk mitigation plans.
Hold BPOs accountable to established contract terms and suggest alternatives as necessary.
Work closely with the relevant business partners to enhance capability processes and customer experiences.
Distill and evaluate performance while proactively providing feedback to our partners on development opportunities
Institute best practices by conducting process reviews and memorializing process improvements via documentation.
Contribute to the continuous improvement mindset across the Customer Success function.
Partner closely with regional leaders to help define and roll out a Customer Success BPO strategy that regionalizes at the right time for our customers
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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