Senior Supportability Specialist

Our 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.

Responsibilities

• 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