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Senior Manager, Project Management

vor 4 Monaten

Sydney, Österreich Intuit Inc. Vollzeit

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Joining the Customer Success team as our Project Management Leader, you will lead the Customer Success team through product and market change programs such as product feature releases, new products and marketing campaigns, striking a balance between meeting the customers’ needs and driving our business outcomes.

You will fuel the success of our customers around the world, by managing change that drives a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product) to positively influence change management, with the aim of creating memorable customer experiences.

The role will lead a team that conducts activities such as developing and managing a roadmap of product changes through project and change management practices, enabling scale through global alignment. As the leader in this space you will create a network of stakeholders that will support you and your team to deliver effective and frictionless releases to market with great customer outcomes across all touchpoints of the change. You will work towards achieving business outcomes, such as transactional, Product and Brand NPS and customer retention.

Responsibilities
  • Develop and implement strategies and processes for effective and impactful change management of product, process, platform and tool changes for the Customer Success organisation.
  • Drive end to end change and project management plans for human and digital customer success, including:
    • Creation of project charter, plan, action tracker, risk & issues log, decision register, DACI and RACI.
    • Drive escalations and go-no go decisions.
    • Development and maintenance of key project and change management artefacts.
    • Identification of Customer Success resources required to execute as part of the project and change process.
  • Lead and develop a team of Project Managers who drive successful implementation of product, feature, and process changes within Customer Success.
  • Lead the project management plans for seasonal ramp activities such as price increases, tax time (peak seasonal period), marketing events (QB Connect).
  • Role-model project and change management best practices and influence adoption within the organisation.

Stakeholder Management

  • Build a network of partners across the organisation to gain visibility and to influence product, feature changes and go-to-market campaigns.
  • Facilitate alignment with CS leadership of new change projects, timelines and requirements.
  • Ensure the Customer Success organisation and our outsourced partners are informed of and engaged with product changes and marketing campaigns.
  • Understand senior stakeholder requirements and own the creation of actionable engagement and communication strategies to manage relationships and expectations.
  • Represent CS in cross functional (Local and global) planning to ensure successful end to end delivery of market launches.
  • Engage with local and global platform teams to ensure local market requirements are incorporated into system and tool roadmaps driven by the global teams.

Continuous improvement

  • Identify existing CS systems and processes that require alignment and modification to enable scale across CS change management activities.
  • Drive retrospectives and alignment across change programs to support the continued learning and optimisation of the way we prepare for and implement change.

ABOUT YOU

  • Experienced leader - Define success and galvanise the team around it through clear direction, inspiration, and motivation. Align on and prioritise what’s most important.
  • Drive performance - Attract, energise and retain the best, diverse talent. Champion a culture of inclusion and innovation. Develop people to accelerate performance.
  • Drive winning results - Allocate time and resources to what’s most important. Make fast, data-driven decisions. Take extreme ownership for outcomes.
  • Strategic-thinking - Understand the external environment, overall company strategy and program outcomes to maintain focus and if needed drive pivots and tradeoffs throughout the program.
  • Communication - Compelling data-backed and insights-led storytelling to clearly convey your ideas, as well as collaborate with and influence stakeholders
  • Lead change - Build strong trust based change teams and thoughtful change management plans to lead and influence cross-functional teams to achieve shared goals.
  • Analytical skills - assess qualitative and quantitative data to identify customer and employee trends and patterns, draw conclusions, and make data-driven decisions to enhance the change process.
  • Enables scale - drive improvements by leveraging best practices and creating repeatable frameworks. Invests in building capability in others for managing change projects and portfolios.
  • Emotional intelligence - A high level of emotional intelligence that enables deep empathy for customers and employees.

EXPERIENCE & QUALIFICATIONS

  • 8+ years of experience in customer service, product experience, project and change management, or a related field.
  • 4+ years of experience leading teams - including setting goals, coaching, development and performance management.
  • Certification in project and change management, such as Agile, ITIL, SDLC, Leanstartup.
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