Head of Customer Success Canada

4 weeks ago

Toronto, Ontario, Canada Intuit Inc. Full time
Job Title: Head of Customer Success Canada

As the Head of Customer Success Canada, you will be responsible for leading the customer success function in Canada, ensuring that Intuit's customers have an exceptional experience across our products and services. You will be instrumental in driving growth and retention through delivery of stellar customer experiences that build confidence at every touchpoint.

Key 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 prioritize 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 mindset across the organization, which places emphasis on delighting customers in everything that we do
  • Drive innovation through experimentation with a design thinking approach, and champion a culture of high-velocity change
  • Effectively communicate and lead change management initiatives cross-functionally and inter-team, to drive and deliver on global best practices
  • Be "hands on" to understand the business as well as get things done. This role will need to be flexible to drive the evolution of the team and business whilst setting solid foundations for the future
  • Lead operational performance of our services and support, meeting experience, OPEX and performance targets
  • Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organization
  • Engage cross-functionally with key stakeholders in other business units to drive projects, and influence decisions and priorities to enable delivery of your CS strategy
  • Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations
  • Play a key role in the International CS leadership team, responsible for driving strategic initiatives across the group and establishing strong relationships and collaboration to support the success of all regions
  • Play an integral part on the Canada leadership team, influencing and fostering strong partnerships across the group, such as Marketing, Sales, and Product
Key Areas of Focus:
  • Customer experience - delivering CX strategies, and generating insights by understanding both the competitive landscape and the end-to-end customer journey, including goals, behaviors, pain points, and trends. Linking CX improvements to business results, and sharing actionable recommendations to deliver AI-driven differentiated experiences for our customers.
  • Retention and ecosystem growth - defining the retention and monetization strategy, and identifying opportunities to engage customers to drive loyalty, as well as revenue growth, through both our digital, service and support channels.
  • PMO - project managing the rollout of all changes that impact our outsourced support agents and AI-driven digital self-service platform, including launches of new products or features, regulatory changes to ensure our customer gets a seamless support experience.
  • Digital experiences - supporting the global digital team to understand the priorities of the Canada market and optimize our digital assets to deliver the best end-to-end customer experience. Digital experiences span self-help, social media, community, interactive voice assistant and AI-powered digital assistant.
Requirements:
  • Proven track record of success and significant experience in a fast-paced organization, leading customer-centric operations and teams.
  • 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 mindset and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
  • Strong business acumen and commercial mindset, to create opportunities for customers to realize 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 organizations 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 organizational 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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