Community & Customer Success

4 months ago

Old Toronto, Canada Intuit Inc. Full time
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As the Head of Customer Success Canada, you will have full responsibility to ensure Intuit offers our customers an unforgettable experience across our products and services. p>

THE ROLE

We are transforming our customer success function from a cost centre to a value driver, playing a pivotal role in driving growth and retention, through delivery of stellar customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services. p>

This role reports directly to the Director of International Customer Success, and sits on the leadership teams of both the Canada market and International Customer Success.

You will play an active role on the International Customer Success leadership team and help to create and drive global best practice. p>

Responsibilities

  • Create and lead the vision and strategy for Canada CS, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers
  • Develop and prioritise the Canada CS strategy to deliver on business goals and contribute to the overall growth and success of these markets
  • Promote an “advocacy” culture and mind-set across the organisation, which places emphasis on delighting customers in everything that we do.
    • Management of BPO partnerships who deliver customer support experiences to customers, as well as onboarding sessions, cancellation saves, and other value added services
    • Proactively monitoring the performance, efficiency and quality of customer support and services delivered by our BPO partners, and identifying actions to continuously improve how we serve our customers

    Proven track record of success and significant experience in a fast-paced organisation, leading customer centric operations and teams. The ideal candidate is a:

    • Customer experience advocate, with extensive experience of leading customer experience, removing friction and delivering stellar human and digital customer experiences
    • Team and talent builder, with substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team
    • Boundaryless leader, with cross-functional leadership experience, partnering to influence different functions at all levels
    • Customer champion with a design mind-set and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritisation of work and investments
    • Strong business acumen and commercial mindset, to create opportunities for customers to realise value from our platform to drive loyalty, advocacy and retention, as well as drive ecosystem revenue growth
    • Customer success and support expert, with demonstrated strength managing or working with customer support organisations and operations, and driving growth and revenue through the power of CS
    • Change leader, with experience in a dynamic work environment, managing and executing complex system and organisational change initiatives
    • Strong and confident communicator. You will have excellent written and verbal communication skills including an ability to communicate complex issues simply

    As this role is part of an International leadership team, it will require up to 10% travel as well as meetings outside of business hours.

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