Overview

　　Be part of the Intuit ProConnect Customer Success team as a Vendor Manager leader accountable for delivering formidable experiences for Intuit accountant customers every year.

　　As a member of this team, you will play a key role in delivering outstanding experiences for Intuit ProConnect Accountant customers by managing a network of vendor experts.

　　What you'll bring

　　Proven experience with delivering great customer experiences through 3rd Party vendor relationships.Embodies and models the 'Never satisfied with losing a customer' attitude.Evidence of critical, strategic thinking that demonstrates an end-to-end approach to problem solving.Experience working across organizational and geographic boundaries in a fast-paced seasonal technical customer success environment. Excellent verbal and written communication skills across all business leadersAbility to recognize and lead win/win solutions for vendors and Intuit.Participates in and leads cross-functional teams.Demonstrates initiative, innovates new processes, and drives ideas to fruition.

　　How you will lead

　　Owns the customer experience in all customer-product expert interactions.Manages the day-to-day relationship with external service providers using industry expertise to ensure goal attainment to include:tNPS, Transfer Rate, Case Documentation, AHTStaffing at agreed upon service levels.Acts as a single point of contact for operational issues with the vendor.Facilitates periodic partner performance assessments with a goal to drive continuous improvement efforts.Provides coaching to vendor leadership to increase their effectiveness in providing awesome customer experiences.Analyze data and gather vendor/expert feedback to identify customer and expert pain points and drive initiatives to eliminate or mitigate impact.Deliver sales to lead generation goals through vendor and cross functional team PartnershipsMonitors partner performance and ensures all KPIs are met or exceeded.Develops and implements improvement plans based on analysis of partner results. Assists with development of department level staffing plans and leads implementation with assigned vendors.Ensures partner compliance with Intuit policies and procedures.Identifies improvement opportunities through analysis of results and designs and implements plans to address them.