Manager - Customer Excellence

Customer Success Pune, MH


Job Purpose:

  • As a member of the Avalara Customer Excellence team, your goal is to provide world-class service to our customers. He/she will be expected to live by our ‘Cult of the Customer; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer-centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale.
  • The Lead – Customer Excellence is responsible for managing customer excellence team, providing in-depth level of functional and technical support to our customer base and various departments within Avalara for specified software and SaaS products. This also involves interacting with customers over the phone, responding to customer emails and coordinating various situations internally.

Job Duties

  • Develop the vision, goals, priorities and work alongside the team to accomplish them; ensure high-quality customer service and ongoing technical skill development
  • Serve as a mentor for the team and answer questions and troubleshoot issues related to using of SaaS software applications from team
  • Partner with Product Management and Engineering to translate customer needs into a better product
  • Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience
  • Take ownership of escalations from initial report to final resolution
  • Assist internal groups with technical issues and inquiries
  • Ensure team communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system – Salesforce
  • Help team to create documentation to be used internally
  • Ensure team meets CPO and NPS goals
  • Be open to accept additional responsibilities assigned to meet the deadlines
  • Perform related duties as assigned by Reporting Manager
  • Maintain compliance with all company policies and procedures

Qualifications

  • Education - BE, MCA, MCS
  • 10+ years’ experience, providing direct technical support to external customers by phone and electronically
  • Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner
  • Proven ability to effectively communicate both orally and written Business communication, with individuals of varying technical skills and abilities
  • Work collaboratively with a willingness to listen and work in fast paced challenging environment
  • organizational skills, with the ability to prioritize, manage, multi-task and execute cross-functionally

  • Preferred Qualifications
  • Experience with Product based company
  • Experience with SaaS based solutions
  • Critical thinking
  • You like to tinker and love technology
  • Experience in SQL Programming
  • Conversant with Java/PHP programming
  • Conversant with working with XML
  • Conversant with .Net Programming
  • Database knowledge
  • Knowledge of Sales Tax (VAT & Use Tax)
  • Experience in ERP Domain
  • Experience of tracking tools like Salesforce & Atlassian Jira
  • S/he must be willing to work with US Pacific overlapping time as per need basis and rotational shifts
  • Should be able to travel to US as needed