Intuit UK | Growth & Retention Manager, Accountants and Mid Market

Responsibilities

• This new role will be responsible for driving retention and customer growth across our Accountant and Mid Market customer base.
• 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.
• Contribute to the Customer Success retention and monetization 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.
• 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.
• Partner with enabling and delivery functions within Customer Success to implement retentions programs: 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 a seamless customer journeys are built.
• Contribute to the establishment of the lagging and leading indicators to report on the success of our retention and monetization 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.
• Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives - the playbook would include an overview of the customer journey, process maps, resources needed to test/execute, measures of success etc.

Qualifications

• Commercially savvy - you have a proven track record of exceeding retention and revenue targets in the 1:many Customer Success space.
• Confident communicator - you will have excellent written and verbal communication skills including an ability to communicate complex issues simply.
• Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.

Intuit UK

Intuit UK is an employer hiring in India (sector: Technology / IT / BPM).

Its finance, accounts, audit and tax openings in India are mostly in London.

• Industry: Technology / IT / BPM