Team Manager Customer Success R6044

Customer Success Brighton, United Kingdom


Avalara is seeking a Manager, Customer Success EMEA to join our rapidly expanding, Avalara Europe EMEA Commercial team.

The Customer Success Team's mission is to ensure that Avalara's customers have an excellent experience with Avalara, from the time they purchase through to renewals, as reflected in customers' net promoter scores, retention rates and other measures of satisfaction, engagement, and risk.

The Manager, Customer Success will build and manage a team of Customer Relationship Managers who build post-sales relationships with customers to drive and increase adoption and utilization of company products.

They will be responsible for providing both management and technical leadership. Amongst other responsibilities they will selects, develop, and evaluate personnel to ensure the efficient operation of the function.

Job Duties:


  • Build and manage a team of Customer Relationship who build post-sales relationships with customers to drive and increase adoption and utilization of company products.

  • Develop a trusted advisor relationship with partners and internal teams, such that all activities are closely aligned with their customer's business case and business strategy.

  • Cultivate a sense of urgency, professionalism, and execution that establishes a new level of expected customer service performance.

  • Proactive, horizontal collaboration.

  • Break down silos between product, engineering, support and service organizations through proactive, cross-functional collaboration to evolve process and practices to be scalable and repeatable.

  • External collaboration with partners and technical vendors for cross-vendor technical support during reactive escalations or proactive product improvement initiatives.

  • Build rapport across Avalara's technical ecosystem to resolve process and product breakdowns; assist with technical situations where multi-vendor collaboration is vital to customer success.

  • Technical management of a critical situation, working in tandem with Avalara stakeholders during an escalation until reaching pre-determined exit / resolution criteria.

  • Collaborate with Avalara departments (product, support, compliance, contracts, accounting, legal) to resolve issues as appropriate, while driving consistent responsiveness and communication across involved stakeholders.

  • Capture and organize Voice of the Customer feedback through surveys, critical situations, social media and advisory boards into strategic improvement projects.

  • Serve as subject matter expertise for CORE Avalara products within Customer Excellence group.

  • Collaborate with other Avalara teams (Engineering, GoLive, Support, Compliance, SaaS Operations, Development) to improve Avalara's customer journey (prevent issue “circling”).

  • Attend continued product trainings to assure continued expertise from a technical front.

Qualifications


  • Requires 6 – 8 years of related subject matter experience plus at least 4 years of prior leadership experience.

  • Exposure and comfort with ERP systems and eCommerce platforms.

  • Ability to interview customers to get a clear understanding of their issues or requests and then promptly respond with the right answer or action.

  • Solid project management skills, including managing multiple stakeholders, timelines, clear communications and expectations.

  • Professional maturity, including the ability to interface appropriately with senior management at customer companies, working toward resolving customer issues while representing Avalara's point of view all while managing various internal stakeholders.

  • Strong sense of customer advocacy; ability to articulate a broad view of customer needs to the appropriate stakeholders within Avalara.

  • Self-directed, goal driven, and detail orientated.

  • Ability to set and achieve personal goals with minimal direction or supervision even in the face of competing or conflicting demands.

  • Able to communicate effectively with variety of customers over the phone, in email and in person.

  • Demonstrated ability to identify requirements, break these into smaller work tasks, and ensure all tasks are completed with high quality.

  • Exposure and comfort with networking concepts, software code, tax calculation, ERP systems and eCommerce platforms.

  • An individual who thrives in a start-up environment that can sometimes be stressful and chaotic.

  • Strong empathy for customers AND a passion for customer's success.

  • Strong employee management capabilities and experience.

  • Experience with SaaS applications, contracting, deployments, and migrations to cloud services.

  • Excellent organizational, consulting, project management, and time management skills.

  • Strong communication skills and business aptitude.

  • Ability to communicate technical solutions provided by engineering teams in a significant way for the benefit of internal teams and customer understanding.

  • Experience working directly with customers at multiple stakeholder levels: individual contributor / management / executive.

Preferred Qualifications:


  • Proven track record in a technical account management and/or customer service capacity, ideally in a technology organization with an ERP or technical background.

  • Experience with Cloud Service providers (AWS, Azure, GCS, etc.)

  • Educated to Bachelor's degree level.

  • CRM experience for reporting (preferably Salesforce).

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, colour, 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]

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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.