Intuit Flashcards
(25 cards)
Tell us about yourself.
-started out in digital marketing: Social media, content editing, Seo, email marketing
-As marketing worked highlighted company bottlenecks else where
-Wanted to hit growth targets so started working on all customer touchpoints
-Got into data analytics
-Became a data analyst
-The company was selling both a campaign software and then there was a service tier where the companies would have us at their disposal to help them run their campaigns and give insight.
-I worked on really cool projects for big companies like philips, montblanc,loreal
-I would develop a campaign idea, pitch it, if approved, a/b and incremental test it, prove confidence and upsell more campaign credits to the companies
-For the software side as we used the softwares to build the the campaigns and had a lot of front line with clients, we would open tickets for the product team and escalate any glitches.
-The company announced it was acquired, and there was a lot of moving around of staff and talk about redundancy, I also had an offer to go to bambridge in the position of Head of Growth
-Which is where I am now and my focus is on all areas of the company from operations, to marketing, to customer service ensuring we spot and resolve issues and improve the company.
- A big focus now is personalised automation and exploring how we improve efficiency.
What interests you about this role at Intuit?
So for the role itself I really like the retention and monetisation looking at all stages of the sales funnel and customer journey
I like that it is considering emerging technologies like AI and it is data focused
- from a company perspective I really like that its an industry I understand and am comfortable with, as I have worked with small businesses and self employed individuals for over 10 year
What do you know about Intuit’s mission and values? How do they align with your own?
Intuit’s mission is to “power prosperity around the world” by helping individuals, small businesses, and the self-employed overcome financial challenges.
Thats exactly what I have loved about my job, working so closely with self employed people and small businesses
- you really get to know them personally see their lives and concerns and I really enjoyed helping them and rolling out new tools to help them save money and feel confident
I find the servicing of smaller companies and people is much more relateable than the bigger corporates that I worked with at yieldify
How would you describe the role of customer success in a SaaS organisation?
- ensure the product is delivering and exceeding it promise smoothly, with a good UX and UI,
-onboarding
-making sure the customer is confident with the software and taking full advantage
-at yieldify it did include maintaining relationships with higher level clients
-preventing churn and encouraging retention and upselling
Why do you want to work for Intuit specifically?
Intuit targets the exact kind of client I have really enjoyed servicing- smaller companies and self employed individual
-creative industry and dyslexia
A big part of your specialisation is something I am really experienced and confident in which is tax
-Its a software, its been my goal to work for a big SAAS
- ## I have used quickbooks and mail chimp throughout my career and it would be amazing to work with a company I have first hand experience of the use case and how helpful the tools are
What sets you apart from other candidates applying for this position?
- My first hand experience with your client base for over 10 years and working alongside accountants which is another core part of your target market and being one for my time in marketing
-having so many close relationship with the client base and understanding the demographics really well and their intricacies
-my data analytics experience
-my commitment and initiative to train and improve
-My soft skills are fun I love the networking aspect of roles and talking to lots of different people
Tell me about a time you exceeded revenue or retention targets. What did you do differently?
So one year I exceeded the my revenue goal which was 5% by 300% which was amazing
- it was a combination of improving multiple touchpoints
-it couldn’t really be attributed to just one
-But the big difference was I really cracked down on the fine detail
-Anaylsing things
-I implemented systems like asana to ensure nothing was getting lost
-I reacted quickly
-but it was mostly being consistent
Describe a situation where you had to manage competing priorities and tight deadlines. How did you handle it?
-navigate between current tax deadline and new service launch for the us expats being affected by the uk tax changes in April
-handling the influx in client enquiries and general service demand while also navigating the timebound launch project
-one affects current revenue and brand reputation, retention and one affect future revenue and lead generation
- forward planning, ensuring that communications are streamlined and resources available
-ensuring plans are prepared and started for the launch - campaigns etc
-stand ups and asana
-spend morning prioritising current and then afternoon prioritising future
- as we are a small business if there is an issue on current that is more critical so that would take priority, however that is only in an emergency
Can you give an example of a time you had to work with a difficult stakeholder? How did you manage the relationship?
I have quite a few but one that maybe is the most applicable is
I had an account that sent in their document for a campaign passed the agreed date
It was going to be really difficult to get it through as it was in I think 60 markets all different languages and it was the week before christmas
They weren’t satisfied with the time it was going to take us
I had to communicate that the request dates and deadlines were sent out previously so typically we wouldn’t be able to take on the work
However we would try
We then scoped the team to see if we could do it
We have to compromise with the client to come up with a more feasible campaign as it wasn’t a blanket campaign it was meant to be geo-
They accepted a more standardised campaign for sake of roll out
EMEA, Americas, Asia
I stayed behind and missed our Christmas party to make sure it got out
Following on from that I set up an agreement with the client for a regular check in well ahead of the deadline where we would brainstorm together
They actually ended up being really happy asked me to stay on their account
An example of a client that was difficult at bambridge
We had a client that sent in the wrong documents and wasn’t very comprimising on sending the correct ones - we needed their payslips to get tax paid but they just wanted to send the total income
They were pretty put out by the whole thing
In order to deal with it as it was in our busy period I had a call with them put them at ease and explained the benefits it does for them like ensuring that there pension had tax relief at source and that they may save money, I also explained some of the other benefits they may receive
They ended up being really happy- it was mainly communicating
Share an experience where you identified an opportunity for process improvement and implemented it successfully.
So as capacity is the biggest challenge we face at bambridge one thing I wanted to roll out was a in depth fee quoter that considered all of the clients varaibles and could allow them to get a quick and automatic quote rather than having to have a call- as some people really dont want that
Also if they used the fee quoter before the call they were offered a £20 voucher to claim on formal consults or against bookkeeping so it seemed like a good incentive and not that we arn’t offering calls
-the fee quoter allowed them to express they wish to move forward and automatically generate an engagement letter for them to sign which then triggered their document request OR they could opt to discuss further with a call
As a result - our calls were qualified before we spent time on calls the conversion rate was higher as there was a quick quote as its important to move them through the funnel quickly and clients who didnt want calls didnt have to have them
Tell us about a time you failed to meet a target. What did you learn from it?
There was 2 quarters where I had a revenue target that I didn’t hit
We had lost a lot of members in our team and rather than prioritising I just tried to cover everything from admin to light tax work to marketing
This is when I really started to research product management and scrum as its a lot to do with prioritisation so I learnt a lot about that and Eisenhowers matrix- urgent, not urgent, important , not important , asana , trello
Also communication
Describe a time you had to persuade a cross-functional team to adopt your proposal. How did you gain their buy-in?
So our accountancy firm is extremely resistant to softwares, and I was trying to convince them to adopt an CRM,
I got buy in through demo’ing and then persuaded them to allow me to test it on a small set of the client base as proof of concept and then demonstrated how it was saving time and then they were all in
How do you handle constructive feedback? Can you share an example?
I think any feedback is great - especially when its not good, I find sometimes the harshest critics are the best at spotting things you cant see - and I enjoy hearing different perspectives- I’m pretty. hard to offend
We have clients who specialise in product management so they will critique our resources and honestly I see it as such an amazing opportunity to get expert insight for free!
that being said
In terms of giving feedback I think its always good to be aware of how the feedback you are giving is received I think balancing it as much as possible is good giving a bit of good and then making sure comments are actionable not just statements is most constructive
What metrics do you consider most important for measuring customer retention
Customer Retention Rate CRR
Churn Rate
Life time Value
Software focused:
Usage and Frequency
Engagement with new products and incentives- how far they are using the software
What metrics do you consider most important for measuring growth
Topline:
Revenue
Profit
Then
Conversion rate
Lifetime value
Average revenue per customer
Adoption rate of new products
Customer Satifaction
Uplift from campaigns and roll outs
What are lead indicators?
As lead indicators are more predictive rather than retrospective, I would look at things like onboarding completion rates, adoption rate, time to first value and engagement, inquiry number, sign ups to new products, upsell and cross sell interest, ticket amounts
What are lag indicators?
Whereas for lags as they are more retrospective I would look at churn rates, life time value, contract renewals, ticket resolution times, number of touchpints
How would you use AI to improve customer retention and upselling in a SaaS environment?
Behaviour analytics and personalised messaging and products
Upselling and cross-selling based on behaviour
Churn rate analytics with considered and constantly training customer health score
AI chat bots and virutal assistants
How do you quantify the ROI of a customer success initiative?
total spend, which includes aspects like staff time vs conversion variables whether that be increase ltv or touchpoint engagement
What strategies have you used to increase customer lifetime value (CLV) in previous roles?
a yieldify it was cross selling and upselling through using data to prove past effectivness a proposing new with support
For current job it was spotting opportunities for new products as well as ensuring they were offered at the correct point in the customer journey
How do you ensure consistency in customer success delivery across outsourced BPO partners and in-house teams?
Establishing conistent and standardised procedures for quality assurance utilising AI and automation where possible to ensure conitency, as well as QA and regular catch ups to review KPIs
What is your experience with ideating, designing, and running experiments for growth initiatives?
So at the moment what I do is if I have a concept of a service or product that would be useful I begin with research, looking at our customer base as well as companies in the same vertical, I will then review everything alongside other projects to see if it is a high priority project if so I will see where it can integrate into the workflow and then have initial designs, we will then test in team and once thats through incrementally test through a small portion of our database if no issues come from that we then will slowly increase the promotion
How do you foster collaboration within a diverse, global team?
Tools like asana and trello have been really useful, as well as regular catch ups sharing information
What does operational excellence mean to you, and how do you ensure it in your work?
To me operational excellence would be that the service we are offering delivers the promise we have made to the user smoothly and in a way that is enjoyable for the user with minimal touch points
