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  • Efinancialcareers Ltd. - Sydney - Tideri Jobbörse

    Tideri Jobbörse
    Tideri Jobbörse Sydney

    2 weeks ago

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    Description

    **Head of Customer Success APAC**

    You will have full responsibility to ensure Intuit offers our customers an unforgettable experience across our products and services.

    As the leader, you will be responsible for critical touchpoints in the customer experience, including customer onboarding and launching new service offerings for customers within Intuit's rapidly growing APAC market.

    You will drive thought leadership by setting strategy, developing priorities, and leading through innovation in our service models and customer journeys.

    The Role

    We are transforming our customer success function from a cost centre to a value driver, playing a pivotal role in driving growth and retention, through delivery of stellar customer experiences that build confidence at every touchpoint.

    This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services.

    Critical elements of your role will be to create well-integrated and highly effective teams, partnering across multiple geographies, and developing them so they can do the best work of their lives.

    You will play an active role on the International Customer Success leadership team and help to create and drive global best practice.

    In addition, you will contribute to the long-term APAC strategy, proactively collaborating with Product Management, Marketing and Sales leaders to deliver great experiences that fuel market growth.

    Responsibilities

    Create and lead the vision and strategy for APAC CS, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers.

    Develop and prioritise the APAC CS strategy to deliver on business goals and contribute to the overall growth and success of these markets.

    Promote an advocacy culture and mind-set across the organisation, which places emphasis on delighting customers in everything that we do.

    Drive innovation through experimentation with a design thinking approach, and champion a culture of high-velocity change.

    Effectively communicate and lead change management initiatives cross-functionally and inter-team, to drive and deliver on global best practices.

    Be hands-on to understand the business as well as get things done.

    This role will need to be flexible to drive the evolution of the team and business whilst setting solid foundations for the future.

    Lead operational performance of our services and support, meeting experience, revenue, budget and performance targets.

    Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organisation.

    Engage cross-functionally with key stakeholders in other business units to drive projects, and influence decisions and priorities to enable delivery of your CS strategy.

    Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

    Requirements

    Critical components of this role include:

    • Customer experience - delivering CX strategies, and generating insights by understanding both the competitive landscape and the end-to-end customer journey, including goals, behaviours, pain points, and trends.
    • Retention and ecosystem growth - defining the retention and monetisation strategy, and identifying opportunities to engage customers to drive loyalty, as well as revenue growth, through both our digital, service and support channels.
    • PMO - project managing the rollout of all changes that impact our outsourced support agents and AI driven digital self-service platform, including launches of new products or features, regulatory changes to ensure our customer gets a seamless support experience.
    • Digital experiences - supporting the global digital team to understand the priorities of the APAC market and optimise our digital assets to deliver the best end to end customer experience.

    Digital experiences span self-help, social media, community, interactive voice assistant and AI powered digital assistant.

    As regional leader for Customer Success, you will also have oversight of teams that manage our customer support experiences, delivered by a network of outsourced support experts.

    This includes:

    • Management of BPO partnerships who deliver customer support experiences to customers, as well as onboarding sessions, cancellation saves, and other value added services.
    • Proactively monitoring the performance, efficiency and quality of customer support and services delivered by our BPO partners, and identifying actions to continuously improve how we serve our customers.

    We Offer

    An exceptional Employee First culture with excellent remuneration including bonus, equity, benefits, ongoing training and career growth.

    An Agile structure where your ideas are heard and you become an integral part of our business.

    A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.

    A diverse inclusive culture.

    A real family feel with lots of wellness, fun activities and company rewards.


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