Intuit Client Success Senior Associate

📋 Description

• • Be the single point of accountability for a portfolio of high-value QuickBooks Online clients, acting as both strategist and troubleshooter to guarantee they extract maximum value from the Intuit ecosystem.
• • Deliver white-glove phone, chat, and screen-share support that turns frustrated users into raving fans—diagnosing multi-currency reconciliation errors, third-party app sync breaks, and advanced reporting failures in real time while keeping CSAT ≥ 95 %.
• • Own the end-to-end incident lifecycle: log, prioritize, replicate, escalate, and follow up until closure; maintain a living knowledge base of edge-case fixes that reduces mean-time-to-resolution by 20 % quarter-over-quarter.
• • Detect patterns in ticket themes and translate them into data-backed product feedback that Intuit engineering teams use to ship patches and feature enhancements; your insights will directly influence the QuickBooks Online roadmap.
• • Proactively schedule quarterly business reviews with clients, presenting usage dashboards, ROI metrics, and optimization playbooks that drive expansion revenue and logo retention.
• • Project-manage customer-specific initiatives such as mid-year chart-of-accounts redesigns, payroll migrations, and inventory module rollouts—coordinating across Aprio tax, advisory, and technology teams to hit every milestone on time and under budget.
• • Monitor KPIs including Net Revenue Retention, First-Contact Resolution, and Churn Risk Score; build corrective action plans and present them to Aprio leadership during monthly ops reviews.
• • Champion the “Aprio Way” culture by mentoring junior associates, leading lunch-and-learns on QuickBooks best practices, and contributing to firm-wide innovation challenges that keep us nationally ranked as a top advisory firm.
• • Stay ahead of the curve by beta-testing Intuit’s newest AI-driven banking feeds, automation rules, and cash-flow forecasting tools, then translating those capabilities into client-ready training collateral.
• • Work in a flexible hybrid model—collaborate in vibrant hubs like Denver, Atlanta, or NYC when it adds value, and enjoy deep-focus remote days when it doesn’t—because results matter more than seat time.