Senior Manager, Lighthouse Customer Engagement

Company Overview

Job Overview

We're seeking a driven and empathetic Customer Engagement Senior Manager to join our growing team. You'll play a pivotal role in our top-tier engagement program, forging lasting relationships with our most valued clients. Your mission? To deeply understand their needs, champion their success, and ensure they unlock the full potential of Intuit's ecosystem. This means proactively engaging, removing roadblocks, and advocating for their best interests internally. If you thrive on building strong connections, exceeding goals, and driving tangible impact for customers, this is your opportunity to shine. You're not afraid to pick up the phone, you have a knack for understanding customer needs, and you thrive on exceeding goals.

Responsibilities

• Customer Champion: Serve as a dedicated advocate, building strong relationships with Lighthouse customers, understanding their business goals, and proactively identifying opportunities to enhance their experience with Intuit products. Advocate for their needs with product and other cross functional teams to drive improvements and reduce friction.
• Strategic Outreach: Collaborate with the analytics team to identify and target high-value prospects for the Lighthouse program. Develop and execute compelling outreach campaigns across various channels (email, phone, etc.) to engage potential customers.
• Relationship Deepening: Develop and implement a comprehensive customer engagement model specifically for the Lighthouse program, focused on building long-term relationships and fostering customer loyalty. Continuously engage with customers, demonstrating value, gathering feedback, and identifying opportunities for deeper integration and growth.
• Success Story Development: Identify and cultivate high-impact customer success stories within the Lighthouse program to showcase the positive impact of Intuit products. Collaborate with marketing to develop compelling narratives and prepare customers for participation in case studies, testimonials, and Intuit events.
• Feedback Champion: Establish a systematic process for gathering and analyzing customer feedback specifically from Lighthouse participants. Proactively share insights with internal teams to inform product development, refine the Lighthouse program, and advocate for customer needs.
• Action-Oriented & Organized: Track all touchpoints meticulously, ensuring accurate records of interactions, needs identified, and next steps. Stay on top of follow-ups, ensuring no opportunity slips through the cracks.

Qualifications

• Customer-Centric Mindset: A genuine passion for understanding and advocating for customer needs. Proven ability to build strong relationships and establish trust.
• Experience: 5+ years of experience in a senior level customer-facing role, ideally within a sales, business development, or customer success capacity.
• Communication Prowess: Exceptional written and verbal communication skills. You're able to clearly articulate value propositions, craft compelling emails, and build rapport through phone conversations.
• Analytical Mindset: Comfortable interpreting data to inform your outreach strategies and track progress against goals.
• Self-Starter: You're proactive, resourceful, and take initiative. You're able to manage your time efficiently and thrive in a fast-paced environment.
• Passion for People: You genuinely enjoy connecting with others, understanding their needs, and fostering relationships.

Bonus Points:

• Experience with CRM systems (e.g., Salesforce, HubSpot)
• Familiarity with marketing automation tools
• Knowledge of Intuit suite of products and ecosystem
• Familiarity with solution consulting