Project Manager, E2E Customer Experience Delivery

Job Overview

The Customer Success team delivers award-winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time.

Your core daily responsibilities will enable you to lead and manage customer success projects. The successful candidate will be the main point of contact for program implementations, intake of programs that product segment teams are requesting, customer success readiness, and change management/information sharing based on product/marketing changes. Ultimately, the Customer Success Project Manager will be responsible for ensuring our customers are successful in utilizing our product offerings.

The successful candidate will have exceptional problem-solving abilities, excellent communication skills, strong interpersonal skills, and cross-functional collaboration experience.

This role is an individual contributor partnering with the Customer Success ecosystem: Service Experience Design, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product.

Qualifications

• Bachelor’s degree or equivalent experience in customer success/project management
• 5+ years of experience in customer success, project management program management, or related field
• Understanding and experience of end-to-end customer experience project delivery
• Strong project management skills with the ability to manage multiple projects simultaneously
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• In-depth knowledge of project management methodologies

Craft Skills

• Exceptional project management skills
• Excellent communication skills
• Strong interpersonal skills
• Ability to work cross-functionally
• Strong analytical skills and leading with Data insights
• Leadership:
• Ability to work in a fast-paced environment
• Ability to work independently and as part of a team

Responsibilities

• Manage and lead end-to-end customer experience delivery projects
• Partner with product segment teams to understand their program requests and needs
• Develop and maintain project plans including timelines, tasks, and owners
• Facilitate cross-functional team meetings to track progress and resolve issues
• Launch new customer success programs and ensure successful adoption
• Evaluate existing programs and processes to make improvements
• Ensure customer readiness through proactive communication and training
• Facilitate change management and information sharing based on product/marketing changes
• Identify and mitigate project risks

How you will deliver

• Collaboration: You will foster a culture of collaboration, ensuring that all teammembers work together effectively. You will also collaborate with other departments and stakeholders to ensure alignment and synergy in achieving business objectives.
• Continuous Improvement: You will champion a culture of continuous improvement, encouraging your team to constantly seek ways to enhance service experiences. You will lead by example, demonstrating a commitment to learning and growth.
• Communication: You will maintain open and transparent communication with your team, ensuring everyone is informed, aligned, and engaged. You will also communicate effectively with other stakeholders, building strong relationships based on trust and mutual respect.
• Accountability: You will hold yourself and your team accountable for delivering on commitments and achieving key performance indicators. You will also foster a culture of accountability within the team, where everyone takes ownership of their roles and responsibilities.
• Strategic Relationship Building: You will foster strategic relationships with key firm contacts. Through proactive engagement, you will identify and address opportunities for service experience improvements. Your strong relationship-building skills will drive collaboration and shared success.

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