Tracy Griggsby Leonard

Product Manager for cloud-based professional tax preparation software - ProConnect Tax Online

• Enabling ~$525 million in revenue by leading development of payment technology, reducing purchase friction for customers within 4 products
• Creating new feature roadmap based on customer insights and data to inform what purchase enhancements are needed; including influencing other teams utilizing clear revenue impact
• Partnering with customer support to triage and resolve key customer issues, product enhancements, and incidents throughout the tax software, integrated applications, and billing systems lowering billing errors by 60%
• Collaborating with a team of designers, engineers, analysts, marketing leaders, and customer support specialists to build a new features for Tax professionals with quantitative data and research
• Contributing to the strategic vision of Intuit online professional software including order management, business model innovation, licensing, and making data available to customers to help them expand their practice
• Owning the short term and long-term roadmap, including managing the ongoing changes to business priorities and engineering operational excellence to ensure on-time delivery
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• Created expert platform for a taxpayer and tax preparer return pipeline
• Strategic design and implementation of customer and agent experience
• Forecasting staffing models based on historic data and goal-based arrival trends scaling the experience by 600%
• Creation of profit and loss statement including evaluating and negotiating tools for ideal experience
• Utilizing design thinking, employed customer research, usability studies and experiments to narrow on the ideal customer solution
• Manage multiple development teams to develop, deploy, measure, and refine agent tools
• Provide research, analysis, and support for identifying, evaluating, and resolving strategic opportunities
• Combine data and customer and agent feedback to develop solutions that delight customers and agents advancing business goals
• Recruiting, onboarding, training, and real-time performance management of Tax Professionals
• Design and implement training, resource center, and frameworks for program best practices

• Served as voice of the customer collaborating with, and motivating cross-functional teams of product managers, user experience designers, business analysts, developers, testers and others to turn a potential $5 million loss to 50% increase in revenue
• Successfully onboarded and managed across 4 sites, 4 coaches, 3 trainers, 175 agents, and multiple channels of support resulting in 8-point lift in net promoter scores for the customer success team
• Produced 400% improvement on agent processes, optimizing revenue, sustainability, scalability, and cost efficiency
• Prioritize product change requests based on issue volume, customers impacted, revenue impact, and other relevant metrics.
• Uncovered new ways of listening and acting on customer feedback, leveraging the customer voice to fuel product design
• Member of 3 agile development teams with responsibilities including user-story creation, refinement, testing, and PO approvals.
• Facilitated, created, and experimented to identify the best true-to-job interview, training experience, and on-the-job talent development program
• Designed Salesforce integrated workflows and trained cross-functional teams including Sales, customer success, and development
• Curated and developed innovative customer education tools driving content creation standards across the platform
• Customer driven management style with focus on employee and career development resulting in promotions and increased in career mobility both within the company and external roles
• Partnered with cross-functional teams bridging customer understanding and aligning company goals across the business unit
• Account manager for high value customers owning price negotiations, onboarding, mergers, and support for Accountants and Tax Professionals increasing brand loyalty and customers’ bottom line

• Helped customers prepare documents required to complete transactions and process requests.
• Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
• Worked with diverse product development teams to create software for qualitative structured solutions to validate and model emerging markets.