Senior Supportability Specialist

OverviewOur vision for Customer Success is to create connections that power loyalty and growth through extraordinary relationships. Our focus within the Continuous Innovation xTest team is capturing deep customer empathy, driving rapid experimentation and relationship-based experiences, as well as bringing operational rigor to our Customer Obsession and Innovation practice across Intuit as a process that drives far greater speed to customer benefit in our products and services. What you'll bring

3+ years of experience as people, team, and customer centric leader or project manager

Strong background in delivering excellent customer service experiences

A commitment to personal high standards proven by initiative, self-motivation, & contribution to company goals

Empowered & confident decision maker, with a leadership mindset

Strong computer skills and ability to learn Intuit products, techniques and processes quickly

Ability to manage multiple priorities within a high volume and fast paced environment, including adapting to shifting business needs

Excellent communication skills that include data backed storytelling, delivering change management, and flexing to audience

Show interest and ability to develop Design Thinking & Continuous Improvement skills with experience driving innovation

Experience as an expert using the tools and processes that deliver our service

How you will lead

Define, lead, and execute experimentation to alleviate customer pain points & optimize efficiencies

Analyze & share learnings to foster data driven decisions

Co-create strategies that focus on enhancing value, customer growth, and our continued evolution

Demonstrates continuous self-driven development in pursuit of honing craft of core work, to disrupt the norm, influence change, and scale solutions.

Explicit ownership to actively investigate and deliver customer needs through effective questioning, listening, and documentation

Advocates on customers’ behalf to drive change with measurable impact and improvement, taking action to transform ideas into results

Implementation of change management strategies

Understand service operations, expert skilling, expert training

Keep up to date with service training & standards

Foster a team culture of excellence and growth

Creating projects in JIRA

Keeping projects/tasks up to date

Delegating/assigning work to ensure projects get done on time

Making sure all those assigned understand the work and have enough info to complete efficiently

Regular check-ins to make sure the work is on track

Communicating with stakeholders to ensure alignment

Providing comprehensive feedback and results to stakeholders

Employee Development

Coaching

Regular 1:1 meetings with Team members

Setting short-term goals

Assigning projects in-line with goals when possible

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.