Be part of the ProConnect Customer Success team as a Vendor Partner Manager leader accountable for delivering extraordinary customer experiences for Intuit accountant customers every year and throughout the most critical time of need for the duration of tax season.

As a member of this team, you will play a key role in delivering outstanding customer experiences for ProConnect customers by managing a network of partner experts.

What you’ll bring

• Embodies and models the ‘Never satisfied with losing a customer’ attitude
• Committed to delivering awesome customer and expert experiences
• Evidence of critical, strategic thinking that demonstrates an end to end approach to problem solving.
• Experience working across organizational and geographic boundaries
• Excellent verbal and written communication skills
• Ability to recognize and lead win/win solutions for partners and Intuit
• Participates on and leads cross-functional teams
• Demonstrates initiative, innovates new processes, and drives idea to fruition

How you will lead

• Owns the customer experience in all customer-product expert interactions
• Manages the day-to-day relationship with external service providers using industry expertise to ensure goal attainment to include:
  • tNPS, Transfer Rate, Case Documentation
  • Staffing at agreed upon levels
• Acts as a single point of contact for operational issues with the partner
• Facilitates periodic partner performance assessments with a goal to drive continuous improvement efforts
• Provides coaching to partner leadership to increase their effectiveness in providing awesome customer experiences

• Monitors partner performance and ensures all KPIs are met or exceeded
• Develops and implements improvement plans based on analysis of partner results
• Assists with development of department level staffing plans and leads implementation with assigned partners
• Ensures partner compliance with Intuit policies and procedures
• Identifies improvement opportunities through analysis of results and designs and implements plans to address them