Senior Customer Account (Enterprise/Strategic Accounts) R3295

Customer Support Brighton, United Kingdom

We are looking for a Senior Customer Account Manager. In this position, you will drive maximum revenue growth and overall customer life-time value—a vital SaaS metric. Reporting to the Director of Customer Success EMEA, you will become the owner of a group of Enterprise and strategic customers for whom you'll manage retention, renewals, customer satisfaction, upgrades and add-on sales.

You will foster a strategic long-term partnership between Avalara and your customer base at all levels and especially at the C' suite. Passionate about customer engagement, you will make direct connections between a customer's strategic business goals and how Avalara's products and services can contribute to their execution and recommend Avalara solutions that meet them.

The best people for this job have a high sense of urgency to deliver results, are ready to own outcomes, possess superb strategic planning and time management skills, and deliver high value to customers in every interaction. Experience with business accounting concepts, ideally emphasizing VAT or Sales Tax, is a strong plus. You like to work with external customers and across departments within Avalara (Professional Services, Support, Marketing, and Finance) to resolve issues and explore opportunities.

Job Duties:

  • Manages the delivery of recommended/agreed upon services to achieve high customer satisfaction and trust within assigned accounts through effective cross group collaboration

  • Establish a professional working relationship with day-to-day users up to the executive level

  • Manage a pipeline of add-on and up sell opportunities within a set of existing accounts and deliver results against a quota

  • Responsible for customer retention (revenue and logo) throughout the renewal sales cycle

  • Provide timely forecasts and risk analysis to direct manager as well as track customer and partner interaction, leveraging Salesforce

  • Articulate and present the value delivered by Avalara products and services to various levels within an organization to ensure renewal and expansion sales

  • Understand a clients' business environment and uncover their sales tax, GST,  and V A T challenges to recommend additional products/services

  • Work in a team environment with a Customer Success Manager to promote client retention and satisfaction

  • Create a win-win environment for the client and Avalara by professionally and ethically negotiating issues related to contracts, pricing and service fees.

  • Leverage the broader internal team and partner ecosystem to address client satisfaction issues

  • Present a professional image via communication skills, both proactively and when under duress.

  • Grow relationships with key client contacts to ensure we add value at every step and ultimately get a client to promote us to their peers

  • Build client references and uncover client success stories to share with the sales and CAM team

  • Develop subject matter expertise and deep product knowledge in order to provide valuable actionable recommendations to clients related to best practices in managing indirect tax

  • Mentors/coaches Customer Account Managers


  • Requires at least 5 years of related experience.

  • Bachelor's degree (B.S. or B.A.) from an accredited college or university, or equivalent career experience

  • Minimum 5-7 years of sales, customer management, consulting or related experience

  • Strong business development experience (B2B)

  • Strategic account planning discipline

  • Successful track record in reaching or exceeding goals in customer satisfaction, customer retention, and add on sales

  • Experience growing revenue among enterprise/strategic class accounts >$1 million in annual revenue.

  • Experience maintaining extraordinary external customer relationships

  • Solid communication, listening and writing skills

  • Strong catalyst skills with the ability to work in a team environment with calm demeanour.

  • Strong problem-solving and prioritisation skills

  • Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts.

  • Good understanding of information systems implementation and support practices.

  • Capable of working with people of varied technical and finance backgrounds

  • Organised and reliable: able to work independently with little direction when necessary.

  • Self-starter, agile learner with natural curiosity and technical agility.

  • Solid knowledge of desktop productivity tools and experience using CRM systems (e.g.

  • Experience in business accounting or audit, especially as it relates to VAT and Sales Tax compliance.

Preferred Qualifications:

  • Multilingual capabilities are advantageous.

  • Excellent understanding of business accounting practices related to indirect tax a strong plus.

  • A big advantage if you have knowledge of/experience in cloud based software.

  • Experience of Gainsight (Customer Success Software) desirable.

  • Experience in the Business Intelligence, Enterprise Analytics, Enterprise Performance Management, Budgeting/Planning is a definite plus.

About Avalara:

We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation.

The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Belgium, Brazil, Canada, India, and the U.K.

Equal Opportunities:

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

Reasonable Accommodation:

Avalara is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow this process outlined when applying for a position: Please provide your name and contact information to our recruitment team at [email protected]


Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.