Overview: Consultative onboarding expert who leads moderate-to-high complexity onboarding engagements, guiding customers through advanced workflows and structured adoption plans to accelerate Time-to-Value and sustained product usage.

Qualifications:

• Intuit Academy Level 1 certification (pr in progress)
• 2+ years of product support, sales, account management, or related experience; ability to lead complex engagements end-to-end
• Strong SMB financial workflow knowledge; accounting knowledge (e.g., accounts receivable/payables) and financial workflow expertise is preferred
• Proven ability to manage higher-complexity customer conversations across channels (video calls, email, chats) with strong communication and influence skills
• Bachelor’s degree (majors in business, economics, finance, and marketing) a plus or equivalent professional experience

Attributes & Skills:

• Consultative, customer-first approach with strong communication and training capabilities
• Organized and execution-focused – able to manage multiple onboarding engagements concurrently
• Comfortable partnering cross-functionally and escalating with clear context and documentation
• Confident navigating ambiguity while staying within scope and driving customer accountability

Additional Requirements:

• Must reside within the United States
• Ability to work across channels (virtual and/or phone-based) and maintain strong documentation hygiene in CRM/case tools
• Must be able to work 30-40 hours per week
• Please note that this is a SelectTime role

Responsibilities:

Lead Consultative Onboarding & Training

• Lead consultative onboarding and training for moderate-to-high complexity customers, including advanced workflows and multi-step scenarios
• Set clear milestones and customer-owned action items to maintain onboarding momentum

Run Structured Discovery & Adoption Planning

• Run structured discovery to assess needs, workflows, and readiness, and proactively identify adoption risks
• Design and execute structured adoption plans across products, workflows, and services as required

Deliver Value, Enablement, and Risk Mitigation

• Facilitate workflow validation by confirming customers can complete key tasks end-to-end and operate independently post-go-live
• Identify and mitigate risks early (readiness gaps, stakeholder misalignment, setup/data issues) and escalate efficiently when complexity exceeds scope
• Ensure accurate case/documentation management in a CRM and drive structured escalation when needed

Build Customer Confidence and Execute Serve-to-Sell Motions

• Identify quick wins early to build customer confidence and increase engagement through onboarding
• Execute compliant serve-to-sell motions with clear customer value justification, partnering cross-functionally as needed