Manager 2, Service Delivery

New South Wales
Contract
Full-time

3 days ago

Intuit is built on customer driven innovation, and have been at it for more than four decades. We don't stand still. As the world evolves, so do we – inventing new solutions to solve important problems, perfecting those solutions, and delighting our customers. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit. We embrace creativity, value rapid, data-backed experimentation, and understand that failure is often a precursor to success. Our employee well-being is fundamental to our culture and our success and “employee first” lies at the heart of our decision-making framework.This position is part of Intuit Australia's world-class Sales organisation supporting the Small Business & Self-Employed Group (SBSEG). You will be leading a service delivery team to support the success of accounting and bookkeeping firms (collectively ‘advisors’) as they navigate digitisation strategies for their business and their clients. The Service Delivery Team is responsible for technical presales as well as the post sale migration of accountant clients onto the QuickBooks platform. They will be required to troubleshoot complex issues impacting the migration and customer experience. Works to resolve all escalated technical issues and verify customer satisfaction with the resolution. This role will be both internal and external customer facing. This candidate also helps run experiments and projects that provide insights on customer behaviour to allow us to continuously improve customer experience end to end. This is a senior people management role ideally suited to experienced service delivery leaders. Responsibilities

Own AU SDM strategy and process improvement projects, work closely with internal stakeholders to drive customer retention.
Lead and manage AU service delivery team to provide seamless onboarding of accountants new and existing onto QBO delivering an experience so profound that customers love using our products and services, and actively recommend them to others
Identification of growth opportunities and communication to AU leadership team, lead business transformation projects
Hiring and developing the SDM team that builds innovative solutions to address customer’s problems.
Supporting the Business Development Managers and internal Account Managers by providing consultative support to accountants and their clients
Liaison between internal sales teams and external customers
Create onboarding plan and communicate to relevant internal and external stakeholders and execute to timelines
Work across multiple internal and external customers and raise any issues and remediate immediately
Develop proficiency and knowledge of Intuit’s products and solutions.
Apply systems and process thinking to design solutions to solve customer problems

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