Head of Customer Success Canada

2 months ago

Old 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 ensuring Intuit offers our customers an exceptional experience across our products and services.

About 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.

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 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
  • 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 organisation
  • 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
About the Team

As Head of Customer Success for Canada, you will lead teams that focus on delivering customer and business impact in the following areas:

  • Retention and ecosystem growth - defining the retention and monetisation 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 optimise 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

As regional leader for Customer Success, you will also have oversight of teams that manage our customer support experiences, delivered by a network of outsourced support experts.

  • 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
Requirements
  • Proven track record of success and significant experience in a fast-paced organisation, 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 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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