Senior Customer Experience Professional

Job Overview

Intuit Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.

The Customer Success team within our Customer organization is focused on engaging and growing our customers throughout their Intuit Mailchimp journey. Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting our customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience for our customers.

We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals. Customer Success Managers are the trusted advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive. In working with your customers, you will find that no two of them are the same. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers. You are comfortable with being a trailblazer and driving change across the organization to promote healthy processes that will allow us to better service our customers to create long-term value.

Responsibilities

• You are expected to be engaging customers whether it’s virtual or in This means you will be expected to engage in various forms of in person and video engagements that require your full presence to drive the best relational experience for customers. During virtual engagements (live or async) cameras should be on unless the customer specifically asks for cameras to be off.
• Manage 50 – 80 customer Some of your customers will be new, while others may have been using Intuit Mailchimp for several years.
• Be accountable for the retention and growth of your customers.
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Engage customers in strategy conversations to derive maximum value from their investment in Intuit Mailchimp
• Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
• Monitor customer health and create risk mitigation plans where needed
• Resolve customer inquiries by aligning customers with the right resources
• Develop and share best practices with team members to continually improve our processes’ quality, effectiveness, and efficiency.
• Partner with different teams at Intuit Mailchimp to ‘solve for the customer’, including onboarding, up-sell, and contract Along the way, you will get to know Intuit Mailchimp’s software incredibly well and help your customers fully adopt the platform.
• Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Mailchimp products and services to ensure customer retention and growth
• Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp to overcome them

Qualifications

• 3+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
• Fluent in English, Spanish and Italian
• Business savvy with consultative, problem solving, and issue resolution skills
• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
• Excellent phone, written, and verbal communication Familiar with presenting strategy verbally in person, over the phone, and in email.
• The ability to thrive in a fast-paced environment
• Experience with SaaS & marketing automation software is a huge plus
• Some travel required (up to 15%)

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