Intuit Inc

Retention Manager 1 (Saves Team)

Intuit Inc • $100K — $120K *
San Diego, CA 92154In-Person
Consumer Technology
Less than 5 years of experience
More than 3 months ago
Job Overview by Ladders

Qualifications

  • Strong QuickBooks Online and Desktop product expertise strongly preferred
  • Demonstrated people leadership experience in a customer service environment
  • Ability to make sound decisions quickly with minimal data and direction
  • Strong leadership skills to identify opportunities and drive performance improvement
  • Excellent problem-solving skills, proactive and solution-oriented
  • Customer-obsessed mindset with strong empathy in challenging situations
  • Excellent verbal, written, and interpersonal communication skills
  • Experience in launching retention programs in Customer Success
  • Competence in GSuite and knowledge of agent tools (e.g., Salesforce)
  • Ability to manage multiple priorities in a fast-paced environment

Responsibilities

  • Lead the delivery of QuickBooks Online and Desktop retention initiatives
  • Utilize metrics to gauge performance and identify improvement areas
  • Conduct regular call monitoring for quality assurance and feedback
  • Regularly meet with team members to support their development and performance
  • Drive innovation and continual improvement in processes and training
  • Provide insights to stakeholders for improved service delivery and product enhancements
  • Partner with Operations and Learning & Development for expert onboarding and issue resolution
  • Model Intuit's values and lead by example

Benefits

  • Eligible for cash bonus and equity rewards
  • Participation in Intuit's competitive compensation package
  • Access to training and professional development programs
  • Flexible work environment that adapts to business needs
  • Commitment to fair pay across demographics
Full Job Description
The Saves team is responsible for the delivery and continual improvement of retaining customers that are on the verge of canceling their Online and Desktop QuickBooks.

The Manager 1 for QBO and Desktop Saves will play a significant part in supporting and growing an area where customers are calling to cancel and downgrade. In this role you will be primarily responsible for leading a team of experts in achieving Service Delivery goals to ensure consistently high customer experiences, while seeking ways to continually raise the bar. You will also collaborate with various stakeholders to maintain alignment with service delivery expectations and share insights that can further improve our approach as well as our products.

Responsibilities
  • Effectively lead the delivery of QBO and Desktop retention, acting as the interface between Intuit senior leadership, experts, and invested stakeholders
  • Utilize key metrics and leading indicators to understand how we are performing for customers, where we can improve and identify priorities to improve the experience
  • Perform regular call monitorings aligned to an appropriate QA standard to validate actual expert performance versus expectations, and provide feedback in support of outlier management
  • Meet regularly with your experts to help them develop their career, evaluate current performance, identify opportunities for improvement, and drive accountability for the delivery of excellent customer experiences
  • Drive innovative impact - in partnership with the CX team and other stakeholders, continuously assess and leverage appropriate continual improvement techniques such as Gemba Walks, to recommend improvements to processes, tools and training, and quickly develop and execute learning plans, in service to delivering better customer and expert experiences
  • Provide quantitative and qualitative insights to relevant stakeholders to improve their understanding of current wins and opportunities which can influence product improvements and service delivery
  • Partner with Operations, L&D and other teams to ensure new experts are onboarded correctly and to quickly resolve technical issues
  • Role model Intuit's values daily, and lead by example


Qualifications

  • Strong Quickbooks Online and Desktop product expertise strongly preferred
  • Demonstrated people leadership experience in a customer service environment strongly preferred
  • The ability to recognize a situation, own it and make sound decisions quickly, often with minimal data and direction
  • Strong leadership skills, with the ability to boldly identify areas of opportunities and provide feedback to drive and support performance improvement
  • Excellent problem solving skills, proactive, pragmatic and solution oriented, able to think on their feet while guiding and educating others through complex situations, while spotting emerging trends and taking appropriate actions to raise awareness and drive durable solutions
  • A customer obsessed mindset and skill in handling challenging situations with empathy and determination for an optimal outcome is a must
  • Excellent verbal, written and interpersonal skills, capable of building trust and alignment with others and articulating a compelling argument or description of an issue and associated remedy to leaders and stakeholders
  • Excellence in current core role, demonstrated ability as an outstanding role model and change leader
  • Experience in launching and sustaining retention programs within a Customer Success environment
  • Must be competent in the use of GSuite and other office tools, as well as deep knowledge on the use of agent tools (e.g Salesforce, etc.)
  • Ability to manage multiple priorities within a fast paced and high volume environment and make good decisions quickly (sometimes in the absence of concrete data)
  • Flexibility to adapt and thrive as Intuit's business needs evolve
  • Ability to articulate any limitations of data, as well as identify customer insights from data


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 ). 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. The expected base pay range for this position is:

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

Keep up to date with the latest in career opportunities and company news at Intuit Inc. Personalize your subscription to receive job alerts, insider tips, and industry-leading insights that you can put to use today—all from the people who work here.

Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

SEARCH INTUIT JOBS

READ CAREERS BLOG

At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Intuit Inc

More Consumer Technology Jobs

Find similar Retention Manager 1 (Saves Team) jobs:

NationwideSan Diego, CA