At a Glance
- Tasks: Drive customer retention and growth through innovative programmes and strategic initiatives.
- Company: Join a leading tech company focused on customer success and innovation.
- Benefits: Competitive pay, performance bonuses, equity rewards, and comprehensive benefits.
- Other info: Collaborative environment with opportunities to work globally and develop your career.
- Why this job: Make a real impact on customer experiences and drive business success.
- Qualifications: 4+ years in Customer Success with a focus on retention strategies.
This new role will be responsible for driving retention and customer growth across our customer base. Our customer base primarily consists of accountants, sole traders and small businesses. We focus on 1:many initiatives, both digital and value added human services. This enables us to execute on our strategy at scale. This role is critical in ensuring we create the very best welcome, nurture, retention and winback programmes for Intuit QuickBooks customers, including free trial conversion.
Responsibilities
- Contribute to the Customer Success retention and monetisation strategy, aligned to both the global Customer Success ‘growth and retention’ strategy, and the Intuit UK strategy.
- Create welcome, nurture, retention and win back programs for Intuit QuickBooks customers, including free trial conversion.
- Drive and deliver net new retention programs which leverage digital platform capabilities and human assisted interactions.
- Develop programs which deliver robust relationships with all customers, fostering trust and loyalty, while growing client advocacy across our customer base to enhance satisfaction and retention.
- Continuously improve existing initiatives to positively impact customer retention and ecosystem growth by way of attach and lead pass opportunities.
- Further embed our use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn.
- Partner with enabling and delivery functions within Customer Success to implement retention programmes: CX Design, CX Operations, Digital Experiences, Analytics.
- Manage cross-functional teams, working closely with Sales, Product, Marketing, Analytics & Data Science to bring together a cohesive retention plan, and support teams to ensure seamless customer journeys are built.
- Ideate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the market.
- Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives.
- Program manage the implementation of programmes - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions.
- Contribute to the establishment of the lagging and leading indicators to report on the success of our retention and monetisation strategy - and confidently present impact and insights to key stakeholders and leadership.
- Work with global peers and stakeholders in Canada, Australia, and US markets to understand local priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles.
- Contribute to the development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.
Qualifications
- Commercially savvy - you have a proven track record of exceeding retention and revenue targets in the 1:many Customer Success space.
- Strategic thinker - you have strong business acumen, and can connect the dots between the Customer Success strategy with regional strategic priorities.
- Operational excellence - you feel comfortable getting into the nitty-gritty of how we implement initiatives, and tweak processes to drive efficiencies.
- Data driven - you are confident digging into the numbers to quantify ROI, articulate impact and identify focus areas for continuous improvement.
- Influencer - you are a people person, and amplify our impact in collaboration with your peers and stakeholders.
- Confident communicator - you will have excellent written and verbal communication skills including an ability to communicate complex issues simply.
- 4+ years experience in a Customer Success or similar role, ideally in a SaaS organization.
- 3+ years experience in customer retention strategy and design.
- Degree qualified, preferably in a related field or equivalent work experience.
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. 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.
Growth and Retention Manager, Customer Success in City of Westminster employer: Intuit Inc.
Intuit Inc. is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Service Desk Analyst II role in vibrant Victoria, London. Employees benefit from comprehensive training, opportunities for professional growth, and a supportive environment that encourages the use of cutting-edge technology to enhance IT support services. With a focus on employee well-being and a commitment to excellence, Intuit provides a rewarding workplace where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Growth and Retention Manager, Customer Success in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intuit Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intuit Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Growth and Retention Manager, Customer Success in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intuit Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Intuit Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intuit Inc.!
How to prepare for a job interview at Intuit Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
