Staff Partner Manager – Intuit Customer Success | Expert Network

Overview

We are the Expert Network Partnerships team, part of Intuit's Expert Network within Customer Success. Our AI-driven expert platform is a unified financial system of intelligence that seamlessly blends generative AI and human expertise across QuickBooks, TurboTax, Mailchimp and Credit Karma. As part of Intuit's Big Bet 2, Connect People to Experts, our team plays a critical role in connecting our customers to top expert talent around the world!

We have bold goals, are 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. We are looking for a bold, driven and creative leader with a desire to deliver impactful outcomes through our vibrant partner network. This position will own and lead strategic customer success partnership(s) as well as large scale initiatives

Responsibilities

Manage outsourcing engagements and related program management aspects for multiple customer segments and geographies, including India

Partner with internal leaders across customer success teams and Intuit platform functions to execute on the multi-year partnerships strategy

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

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

Contribute to our partner and footprint strategy for Intuit Customer Success with a focus on building the workforce of the future

Act as a strategic partner to Service Delivery, 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 partner assessments and development plans including partner 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

10+ years of Customer Success leadership; Bachelor's degree or equivalent practical experience, MBA or focus in Business/Program Management preferred

Experience in BPO, outsourced partner management & sourcing is a requirement; prior experience on F&A-related initiatives is a strategic advantage

Familiarity with Contact Center Technology & Platforms; comfortable engaging with technology teams on requirements as needed

Demonstrated strong understanding of customer needs and integrates insights into offerings

Proven, solid decision-making — balancing principles and data along with judgment

Demonstrated experience as a true self-starter who can quickly and independently assess business requirements and become a trusted, integral part of the leadership team

Ability to influence and drive change at all levels of the organization; measures success by outcomes, not activities

Outstanding business acumen with customer obsession — hits the sweet spot of being strategic and hands-on

Challenges the status quo in sourcing and partner management; a change agent driving major organizational transformation with velocity

Experienced in delivering outcomes at scale by leading programs end to end; strategic & analytical thinking and execution rigor as primary strengths

Open, frequent communication at all levels with genuine empathy; energizes the organization to drive continuous improvement; leads complex change by articulating a clear case for change and gaining shared vision through effective, timely communication

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.