The Technical Account Manager is responsible for technical management and health maintenance for Enterprise customers. This involves acting as the authoritative technical escalation and ownership point, across multiple products to meet support entitlement levels, driving ticket resolution.
As a TAM in the Technical Assistance Center (TAC), you will drive higher technical satisfaction than other cohorts and gain a comprehensive familiarity with Enterprise customer's operational environment, to leverage for troubleshooting and guidance. The TAM will forge a positive and lasting relationship with key customer representatives.
Job DutiesOwn TAM technical support issues through resolutionPerform timely support ticket analysis and response for enterprise cases. Including issue replication, research, root cause analysis and document accordinglyHost informative or escalation meetings with enterprise level customersAct as a customer advocate and liaison with design, development, product and support teams for all customer issuesParticipate in meetings with customers and program management teams, providing ticket disposition and additional information as deemed necessaryEnsure up to date knowledge of customers current and future environmentEstablish trusted advisor relationship with key customer contactsIdentify customer challenges and mitigate where applicableCreate knowledge articles and documentation to support internal and external customersDrive development ticket resolution to support customers' issues and requestsProvide advanced support for designated Avalara PartnersUnderstand and become technically conversant in the existing and new product offerings
QualificationsExceptional judgement and customer relationship managementMinimum of 5 years' experience supporting enterprise level software and/or customersCritical thinking/analysis to include
Troubleshooting the most efficient resolution or escalationPrioritization of open development ticketsData analysis feedback to Product teams on opportunity areasPro-active suggestions based on ticket trendsExpertise in SF use and ticket queue management to include:
Ticket assignment base on skill setWorkload analysis and assignment balancingAdvanced ticket driver analysis and root cause identityProven ability to execute in a customer focused environment and advocate for customers across a cross-functional organization.Highly organized, ability to prioritize tasks and work with minimal direction.Excellent problem-solving skills and ability to navigate challenging situations in a professional mannerAdvanced issue troubleshooting skills for the most efficient resolution and/or escalationsStrong team collaborator across multiple functional areas.Minimum of 5 years' proven experience working as a Technical Account Manager (TAM), supporting enterprise level software and/or customersAnd/or Proficiency in technical workings of at least two core Avalara applications, to include:
API functionality (Function and error identification)Campaign managementCertificate application, management and system flow throughAvaTax connector functionality (Big 5)Customer Relationship ManagementMastery of data flow between customer and any relevant Avalara productsAnd/or proficiency in operation and technical workings of Returns Excise and AvaTax ExciseAnd/or proficiency in operation and technical workings of Communications applications and services
Preferred QualificationsBA/BS degree in Computer Science or a related technical field, or equivalent practical experience.Technical interworking with all other relevant products in Avalara Portfolio
AvaTaxAvalara ExciseCommunicationsOEM connectorsD365, Dynamics AX/GP/NAV, SageTechnical abilities to include the following:
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.