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Staff level Partner Manager - Intuit Customer Success

2019-11586

Locations:

Plano, Texas - Reno, Nevada - Fredericksburg, Virginia - San Diego, California - Tucson, Arizona - Edmonton, Alberta - Mississauga, Ontario - Boise, Idaho - Mountain View, California

Overview

  • Are you a fan of Mario Andretti’s quote, “If everything seems under control, you are just not going fast enough”? And, believe that it applies to your work environment?
  • Is your definition of fun at work- To do things that others seem to think is NOT possible?
  • Are you comfortable in being uncomfortable?
  • Do you believe you can change the world?
  • Are you an expert influencer and a change agent?

 

Then...Read on!

 

We are the Partner Management Team as part of Expert Network Services Team at Intuit Customer Success. Customer Success @ Intuit is going through a major transformational journey. We have bold goals, obsessed with customer and expert experience, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us and be part of our fun filled and a passionate team! We are looking for bold and creative problem solvers with a passion to deliver impactful outcomes. This position will own and lead multi-million dollar customer success partnership(s) as well as large scale strategic initiatives. 

Responsibilities

  • Manage outsourcing initiatives and related program management aspects for multiple customer segments and geographies
  • Partner with segment leaders across BU customer success teams and Intuit platform functions to execute on the multi-year outsourcing strategy for Intuit Customer Success
  • Play an integral part in the Intuit Customer Success outsourcing track and lead multiple Intuit wide initiatives
  • Lead multiple partner relationships and drive improvements in overall partner performance, consistency and rigor
  • Lead contract terms, pricing and negotiation strategies with existing and new partners
  • Drive global Partner and footprint initiatives, as well as ongoing partner volume allocation models and processes
  • Lead new partner and site selection across multiple geographies
  • Identify and lead large scale strategic initiatives and process improvements to impact customer experience and business outcomes
  • Represent partner needs and advocate for internal process changes, working with the respective internal functional teams
  • Develop and execute on a partner and footprint strategy for Intuit Customer Success with a focus on building the workforce of the future
  • Strategic partner to Customer Experience, Assisted Care Experience, Learning & Development and Operations’ internal stakeholders and create trusted strategic relationships with our external partners
  • Develop and maintain multi-year partner roadmaps, including overall partner portfolio strategy and partner footprint recommendations
  • Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute
  • Strategic thought-leader as part of Intuit customer success partner management leadership team
  • Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews, and relationship scorecards
  • Drive ongoing assessment of site performance, lines of business and global expansion based on partner strategy and roadmap
  • Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers

Qualifications

  • Prior experience working on 1-INTUIT initiatives across CG, PCG & SBSEG will offer a strategic advantage to the candidate during the selection process.
  • Experience in BPO and Outsourced partner management is NOT a requirement
  • Experience in Customer Service and Contact Centers is NOT a requirement
  • Puts customer first. No matter what!
  • Is a leader that lives the Intuit values EVERY moment and believes that “What” we achieve is important but “How” we achieve it is more important
  • Is not afraid to fail and believes that rapid experimentation is the only way to validate any hypothesis
  • Has the ability to influence and drive change at all levels of the organization.
  • Utilizes escalation as an effective tool in a timely manner to eliminate barriers that stand in the way of delivering for our true north stakeholders
  • Understands the difference between “influencing” and “persuading” and is experienced in leveraging both based on the situation
  • Measures self success and team’s success by way of outcomes and not activities
  • Challenges the status quo in the world of sourcing and partner management and is a change agent driving major organizational transformation with velocity
  • Smart speed is this individual's second name. She/He is experienced in delivering outcomes at scale by leading programs end to end (Ideation to Execution)
  • Possesses strategic & analytical thinking and execution rigor as primary strengths
  • Experience in BPO, Outsourced partner management & sourcing is NOT a requirement
  • Experience in Customer Service and Contact Centers is NOT a requirement
  • Outstanding business acumen with a customer obsession, who hits the sweet-spot of being strategic and hands-on
  • Demonstrated strong understanding of customer needs and integrates insights into offerings that “delight” our customers
  • Proven, solid decision making process… balancing principles and data along with judgment
  • Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
  • Demonstrated open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
  • Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
  • Lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication

Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune's "100 Best Companies To Work For" and Fortune World's "Most Admired Software Companies" lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide.

Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market – from QuickBooks® and TurboTax®, to GoPayment, Mint.com, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.

Discover what it's like to be part of a team that rewards taking risks and trying new things. It's time to love what you do! Check out all of our career opportunities at: careers.intuit.com. 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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