Job Details

Overview: Elite Retention Expert Profile: We are seeking highly skilled, customer-centric individuals who have high emotional intelligence, and top notch communication skills to successfully create connections, inspire confidence and leave customers with a sense of delight from their interaction,even under tense or difficult situations.

Qualifications:

Technical Acumen

• Troubleshooting - Ability to diagnose and resolve complex technical problems.
• Product Knowledge - Deep understanding of our products and services.
• CRM/CS Tool Proficiency - Deep understanding of CRM/CS tool navigation

Customer Service

• Communication - Excellent verbal and written communication skills.
• Empathy - Ability to create personal emotional connection with customers
• Problem-Solving - Strong analytical and problem-solving abilities.
• Patience - Ability to remain calm and effective under pressure.
• Magical Moments - Passion for creating surprise and delight moments for customers

Professionalism

• Reliability - Consistent and dependable
• Adaptability - Ability to adjust to changing priorities and customer needs.
• Communication - Professional and empathetic

Experience

• Minimum of 3-5 years of experience in a customer-facing support role
• 2+ years of customer retention focused experience
• Demonstrated experience in handling escalated issues and complex inquiries, preferably with premium or VIP clients in a CSM, customer advisory or related role.
• Proven track record of achieving high customer satisfaction scores.

Education

• Required: High school diploma or equivalent
• Preferred: AA degree in a relevant field (e.g., Business, Communications, Computer Science) or equivalent practical experience
• Strongly Preferred: Bachelor's degree in a relevant field (e.g., Business, Communications, Computer Science) or equivalent practical experience.

Desired Traits

• Customer-Obsessed: A genuine passion for helping customers succeed and turn cancel intentions into product champions
• Emotional Intelligence & Relationship mastery: Ability to actively listen, sense tone, emotion and unstated needs to build a personal emotional connection, trust and confidence
• Empathetic Innovator: Able to anticipate customer needs and proactively offer solutions that exceed expectations.
• Magic Moment Creator: Skilled at identifying opportunities to create memorable and positive customer experiences that foster loyalty.
• Calm under pressure: Maintains professionalism and empathy during escalations or tense conversations
• Conflict Navigation: Knows when to offer options and acknowledge challenging situations gracefully with professionalism and confidence.
• Diagnostic Thinking: Uses all the information at their disposal to identify what's really driving dissatisfaction (e.g. price, product gaps, data issues, etc.)
• Data Fluency & Business Acumen: Interprets customer health scores, usage metrics, and renewal drivers
• Product proficiency: Can map customer business needs and KPIs to product feature and value
• Objective Handling: Anticipates and diffuses resistance (e.g. budget, timing, features); skilled at offering solutions/trade-offs
• Cross-sell sensitivity: Recognizes when an attach or upgrade can reinforce retention rather than feel like "selling"
• Process & Tool Mastery: CRM Tool (e.g. Salesforce, Gainsight, etc) expert, meticulous documentation with actionable saves insights
• Team Player: Ability to collaborate effectively with internal teams and align internal resources around customer needs
• Ownership Mindset: Feels responsible for customer outcomes/success

Responsibilities:

• Provide high-touch, personalized support to cancel intent or high churn risk customers, including both in-bound and proactive outbound calls or chats.
• Use a consultative approach to uncover customer root cause and to identify potential solutions
• De-escalate highly frustrated customers with empathy and problem-solving.
• Proficient understanding of product features and benefits and how to align customer needs to product value
• Resolve complex technical and service-related issues with empathy, professionalism and confidence.
• Be a customer advisor, seeking to understand customer needs and align product features and benefits to address needs and offer solutions
• Demonstrate complete ownership mindset, knowing that you are the last stop of the customer; that you will ensure customer issues are resolved before you end the conversation
• Find every opportunity to surprise and delight customers with your empathy, knowledge, grace and professionalism
• Maintain comprehensive records of customer interactions and resolutions in Salesforce and other internal tools with accuracy and consistency
• Collaborate with internal teams (e.g. Onboarding, Sales, Risk, Tech) for more complex solutions
• Provide personalized follow-up (via email, phone, SMS or chat) to ensure long-lasting customer satisfaction and loyalty.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is California $31.00 - $36.00. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.