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Overview

We are seeking a highly organized, proactive, and strategically-minded Principal to play a vital role in scaling the Intuit Lighthouse program. This individual will be responsible for leading the strategy, planning, and execution of high-impact customer events to ensure seamless customer engagements. This role requires exceptional organizational and communication skills, and the ability to thrive in a highly matrixed, cross-functional team environment. You will contribute significantly to the program's overall success by demonstrating strong leadership potential and strategic thinking, aligned with program goals.

What you'll bring

+ Bachelor's degree in Business Administration, Project Management, Communications, or a related field or equivalent work experience.

+ 10+ years of progressive experience in customer event management, customer engagement, event management, or program management, preferably within a SaaS or B2B technology company

+ Proven ability to strategically manage multiple complex projects simultaneously, prioritize effectively under pressure, and consistently meet deadlines.

+ Strong analytical and problem-solving skills with a demonstrated ability to extract actionable insights from large datasets using advanced functions

+ Exceptional written and verbal communication skills, with extensive experience communicating effectively with executive-level stakeholders and adapting communication style to diverse audiences.

+ Proficiency in project management methodologies (Agile, Waterfall) and experience using project management software (e.g., Asana, Jira, Monday.com).

+ Strong interpersonal skills and the ability to build and maintain strong, genuine relationships with internal and external stakeholders at all levels, demonstrating leadership and influence.

+ Experience working within a customer-centric organization and a highly matrixed environment is highly desirable.

+ Strong organizational skills and meticulous attention to detail, with a proven track record of ensuring nothing slips through the cracks when managing high volumes of interactions.

+ Demonstrated expertise in strategic planning and customer segmentation, tailoring engagement based on specific needs.

+ Experience with developing and managing customer advocacy programs or initiatives. Bonus Points

+ Experience working with upper-mid-market clients.

+ Familiarity with the accounting or financial software industry, or experience using QuickBooks/FinTech products.

+ Experience with CRM systems (e.g., Salesforce, HubSpot) and leveraging them to manage customer relationships and track engagement.

+ Demonstrated expertise in social media strategy and execution, including content creation and campaign management, related to B2B customer success.

How you will lead

+ Lead the end-to-end planning, coordination, and execution of Lighthouse small to large scale events with customers and accounting firms, establishing and maintaining a standard process.

+ Drive personalized customer journeys for events, structuring sessions towards thought-leadership and gathering actionable customer feedback.

+ Develop and execute comprehensive customer event communication plans for events, including save-the-date messages, invitations, event websites, teasers, and post-event follow-ups.

+ Lead event decision-making processes, including evaluating requests from the executive team or self-initiated within Lighthouse, determining budget needs, securing approvals, and owning financial project management.

+ Strategically vet availability of key Intuit leaders and external factors for optimal event timing.

+ Define event KPIs aligned with Lighthouse goals, determine desired attendee outcomes, and draft comprehensive agenda frameworks.

+ Oversee customer selection and registration processes, including creating wish lists, managing attendee considerations, exploring registration platforms, and establishing contingency plans for attendee goals.

+ Manage all event project management artifacts, including workback timelines of critical milestones, DACE (roles & responsibilities) documents, and risk management/contingency plans.

+ Collaborate with legal teams to ensure compliance, reviewing MSAs, SOWs, and managing likeness/releases for content capture.

+ Develop and execute comprehensive customer communication plans for events, including save-the-date messages, invitations, event websites, teasers (sizzle reels, confirmed speakers, agenda previews), agenda customization, "Know Before You Go" guides, and post-event follow-ups.

+ Lead production pre-production efforts, including identifying event types (panels, fireside chat, peer-to-peer, breakouts), venue/room booking, establishing look & feel, coordinating fabrication, stagecraft, seating, and all food & beverage needs (catering, bar, coffee cart, off-site meals).

+ Manage event programming, including session length, style, Q&A, interactivity, and comprehensive speaker preparation, including rehearsals and content validation. Explore "Whizbang" elements such as unconferences, AMA modules, product reveals, and interactive elements.

+ Oversee content capture strategies for events, including production plans, testimonials, photography, and post-production utilization.

+ Coordinate extensive internal outreach and scheduling with Executives, C-Suite, PD teams, Marketing, and the Lighthouse team to ensure seamless participation and alignment.

+ Manage all on-site event operations, including attendee arrivals, check-in, badging, gifting, wayfinding, recharging stations, and special needs considerations.

+ Conduct post-event retrospectives, collect feedback ("Gold Star" evaluation), translate achievements into highlight documents, and perform budget reconciliation.

+ Proactively identify and resolve roadblocks before they become major issues, whether navigating product challenges, streamlining integrations, or advocating for customer needs internally.

+ Act as a trusted consultant, providing expert guidance, best practices, and thought leadership to help clients achieve their goals, mastering Intuit's product ecosystem.

+ Build genuine relationships with key client stakeholders, including executive-level contacts, to understand their priorities, pain points, and desired business outcomes.

+ Bridge the gap between product and business value, clearly articulating how Intuit solutions can help customers overcome challenges and achieve tangible results.

+ Manage a comprehensive data set of Lighthouse customers, tracking engagement activities, frequency, and overall health.

+ Skillfully manage challenging stakeholder dynamics and navigate conflicts to reach positive outcomes.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.