Easter Seals Jobs

Overview

We are the Expert Network Partnerships team, part of Expert Network Services within Intuit Customer Success. Customer Success at Intuit. We are 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 passionate team! We are looking for a bold and creative leader with a desire to deliver impactful outcomes. This position will own and lead multi-million dollar customer success partnership(s) as well as large scale strategic initiatives.

What you'll bring

• 10+ years of Customer Success Leadership

• Bachelor's degree or equivalent practical experience, MBA or focus in Business/Program

• Experience in BPO, Outsourced partner management & sourcing is 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

• 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

• 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

• Manage ICS FTE team members as a direct manager is a possibility (dependent on business need)

• 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

• Act as a strategic partner to Assisted Care teams, Learning & Development, Operations and other internal stakeholders to create trusted relationships with our external partners

• Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute

• 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

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.