Group Manager, Customer Implementation Services (Mid-Market)

Intuit

  • Atlanta, GA
  • Permanent
  • Full-time
  • 1 month ago
Intuit is seeking a highly skilled and experienced Leader of Implementation Experts to join our Customer Success organization, specifically supporting our growing Intuit Enterprise Suite (IES) customer base. This pivotal leadership role is paramount for driving customer value and reducing friction for Intuit's high-value IES accounts. This individual will be instrumental in transforming our customer onboarding experience from its current 'fragmented' state to one that is 'frictionless'. This role directly impacts Intuit's FY25 priorities, particularly around unified onboarding and accelerating time-to-value, ensuring customers quickly realize the benefits of IES.The Leader of Implementation Experts for Intuit's IES program is a pivotal leadership role responsible for defining, leading, and continuously optimizing the end-to-end implementation strategy for Intuit Enterprise Suite (IES) high-value accounts. The core purpose of this role is to ensure rapid time-to-value, maximize feature adoption, and drive comprehensive value realization for complex business customers, while simultaneously reducing customer friction throughout the onboarding and initial usage phases. This leader will be instrumental in building, managing, and empowering a high-performing team of Implementation Experts, fostering operational excellence and strategic alignment across Intuit's broader customer success ecosystem. Responsibilities
  • Strategic Leadership & Program Management:
  • Define and continually evolve the IES implementation strategy, ensuring alignment with Intuit's FY25 strategic priorities, including Unified Onboarding, Accelerating Time to Value, driving Feature Adoption, enhancing Value Realization, and reducing Customer Friction.
  • Oversee the entire implementation lifecycle for high-value IES accounts, from initial client consultation and needs assessment through complex configuration, data migration, system integration, and post-implementation optimization.
  • Lead the 'Implementation Expert pilot' to gather scalable learnings, aiming to reduce product support contacts and improve fast start/onboarding Net Promoter Score (NPS).
  • Drive initiatives to standardize and streamline implementation processes, workflows, and playbooks, ensuring consistency and scalability across the organization.
  • Manage the implementation program's P&L to ensure efficient resource allocation and cost-effectiveness.
  • Team Leadership & Organizational Development:
  • Build, recruit, hire, and onboard a high-quality team of Implementation Experts, focusing on candidates with deep technical product expertise, strong accounting principles, and consultative skills.
  • Provide strong mentorship, coaching, and professional development opportunities to cultivate a high-performing, engaged, and continuously learning team.
  • Define clear roles, responsibilities, and performance expectations for the Implementation Expert team, ensuring seamless alignment with other customer-facing roles such as Customer Success Managers (CSMs), Professional Services (PS), and Product Support.
  • Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality for high-value accounts.
  • Customer Progress & Value Realization:
  • Ensure rapid time-to-value for IES customers by accelerating setup, configuration, and initial product utilization.
  • Drive feature adoption by guiding customers to effectively leverage IES capabilities, particularly in complex multi-entity environments.
  • Oversee the successful integration of IES with other systems and attached products like Payroll, Payments, Time, and Mailchimp, ensuring a comprehensive solution.
  • Collaborate with CSMs to ensure that success plans are aligned with implementation outcomes, ultimately driving long-term customer success and return on investment.
  • Process Optimization & Operational Excellence:
  • Identify and eliminate friction points within the implementation journey, leveraging insights derived from customer feedback, support tickets, and internal process analyses.
  • Champion the adoption of unified tools and systems, such as Salesforce CXM, to establish a single source of truth for all customer data and implementation progress.
  • Implement automation for routine tasks within the implementation process to increase efficiency and consistency.
  • Develop and maintain accurate and timely documentation of implementation processes, configurations, and best practices.
  • Cross-Functional Collaboration:
  • Establish and maintain strong, collaborative relationships with Account Managers (AMs), Customer Success Managers (CSMs), Professional Services (PS), Product Development (PD), and Product Support teams to ensure seamless handoffs and integrated customer experiences.
  • Act as a key liaison between implementation, product, and sales, providing expert input during pre-sales activities and relaying customer feedback for product improvements.
  • Partner with analytics teams to define and track key performance indicators (KPIs) for implementation success.
  • Reporting & Performance Management:
  • Establish and regularly report to executive leadership on key metrics related to implementation progress, user adoption, and customer friction reduction for high-value accounts.
  • Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.

Intuit