Overview
This role involves leading the Accountant Product Support team within a Customer Success organization focused on delivering exceptional service to influential customers. The Senior Manager will drive performance, optimize team operations, and enhance the support experience for accounting professionals using QuickBooks Accountant Premium and National Accounts support. This leadership position requires managing a geographically distributed team of front-line managers and collaborating cross-functionally to innovate and improve customer and expert experiences.
Responsibilities
- Lead and inspire Expert Network delivery teams to build strong customer relationships, resolve issues effectively, and retain top talent.
- Manage a fully remote workforce, including hiring during peak seasons, while meeting training, customer satisfaction, and retention goals.
- Drive innovation through experimentation and partnerships to improve operational processes and scale service offerings.
- Identify customer pain points and collaborate across teams to implement transformative improvements to the Accountant Experience.
- Explore and test new technologies and service methodologies to meet evolving customer and expert needs.
- Participate in Expert Network leadership, driving strategic initiatives and fostering partnerships.
- Own key performance metrics such as Quality of Service, Net Promoter Scores, Resolution Scores, Productivity, Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics.
- Collaborate on service delivery vision and design strategies for domain experts in partnership with senior leadership.
- Work with forecasting, demand, and experience teams to refine business insights and forecasts.
- Align operational and financial targets with strategy and finance partners.
- Engage in monthly and quarterly roadmap discussions to enhance expert experience and customer satisfaction.
- Partner with workforce management, real-time operations, training, and learning teams to develop capacity plans and operationalize service delivery at scale.
- Collaborate with senior leaders to develop talent and performance review processes ensuring high performance across experts, leads, and managers.
Qualifications
- Bachelor's degree or equivalent practical experience; MBA or background in Accounting/Finance is a strong plus.
- Minimum of 5 years of leadership experience in service delivery or the accounting industry with a data-driven approach.
- Deep knowledge of customer experience metrics such as Transactional Net Promoter Score (tNPS), Issue Resolution, Average Handle Time (AHT), and Service Quality Score (SQS).
- Strong customer focus with the ability to design and deliver end-to-end customer and expert experiences.
- Excellent written and verbal communication skills with the ability to influence across matrixed organizations.
- Ability to interpret and communicate complex or ambiguous information effectively.
- Proven experience applying continuous improvement methodologies to enhance performance and efficiency.
- Experience leading change management initiatives in dynamic environments.
- Strong project management skills handling multiple complex deliverables and deadlines.
Preferred Qualifications
- Experience managing high-performing teams in fast-paced technology environments, especially supporting financial and accounting professionals.
- Advanced analytical skills to quickly derive insights from complex data.
- Familiarity with contact center technologies, phone systems, CRM software, call recording systems, and the QuickBooks Suite.
- Willingness to travel up to 10% for collaboration across teams.
Compensation & Benefits
The position offers a competitive compensation package including base salary, cash bonus, equity rewards, and benefits. Pay is based on job-related knowledge, skills, experience, and work location. Regular pay equity reviews are conducted.
Expected Base Pay Range by Location:
- California Remote (Not Bay Area): $133,500 - $180,500
- Colorado Remote: $129,000 - $174,000
- Hawaii Remote: $135,000 - $183,000
- Illinois Remote: $129,000 - $174,000
- Maryland Remote: $129,000 - $174,000
- Massachusetts Remote: $135,000 - $183,000
- Minnesota Remote: $117,000 - $158,500
- New Jersey Remote: $135,000 - $183,000
- New York Remote: $137,000 - $185,500
- Ohio Remote: $117,000 - $158,500
- Vermont Remote: $129,000 - $174,000
- Washington Remote: $135,000 - $183,000
- Washington, DC Remote: $129,000 - $174,000
Location
This is a remote position with candidates located in the specified states above.