Caitlyn M. Smith
Product Manager 2
QuickBooks Online Advanced - Canada, United Kingdom, Australia and Rest of World
As a contract Product Manager for QuickBooks Online Advanced (QBOAv) at Intuit, my primary focus is on bringing feature parity to better serve the needs and wants of our QBOAv and Mid-Market (MM) customers in Canada (CA), the United Kingdom (UK), Australia (AU) and Rest of World (ROW)
I track hundreds of feature and enhancement releases, big picture blockers and dependencies from all the core feature pillars (called capabilities) and ensure that those features also come to CA/UK either at the same time or in short order. I also collaborate with the various marketing and Customer Success teams, create launch plans, perform testing, educating support teams via demos, doing closed betas and ensure a seamless GTM experience for both customers and the QB teams.
Features launched in Canada, UK, Australia and Rest of World
Spreadsheet Sync
Brand new to advanced users in Australia, users will have access to spreadsheet sync. Spreadsheet sync is a unique feature that allows users to access their data and reports when, where and how they want it. Data and Reports seamlessly sync back and forth between Quickbooks Online and Excel
Responsibilities
Central Point of Contact Canada, UK, AU and ROW
To ensure that the features that QBOAv customers in our global markets experience are the same as their US counterparts, I collaborate with my US counterparts to manually track hundreds of planned features and enhancements across a myriad of roadmaps and tracking docs (depending on the capability) across the entire product.
In addition to keeping tabs on what is coming, what customer problem it solves and how, I also keep track of which features or enhancements aren't coming to certain global markets aren't, why that is, what dependencies or blockers there are and the quantifiable impact of blockers and their solutions on timing and customers.
Go-To-Market Planning
When new features and enhancements come to QBOAv, a great deal of coordination and planning is needed across multiple groups to ensure the best possible experience for customers -- it's not enough to ship it.
For all major feature releases, I triage with product marketing and customer success teams to create and execute Go-To-Market Plans and timelines. This includes coordinating testing groups internally, conducting closed beta testing with accountants, demos to support teams, reviewing and approving help articles and support video scripts and more.
For smaller enhancements we take a similar approach of awareness and education in terms of support teams and materials being updated and kept in the loop.
Big Picture Blockers and Upleveling
While keeping track of all the roadmaps across all capabilities, naturally various blockers come up, some of which are bigger than just the scope of my work and involve cross-functional teams, multiple dependencies and longer term planning and coordination on a larger scale across multiple teams.
In those groups I serve as the representative for the global CX Team's concerns, and the Voice of those customers, providing input and feedback to best solve their problems and move towards a resolution/compromise that serves the group as a whole.