Customer Excellence Manager (6542)

Customer Success Paso Robles, California


If  you are passionate about customer advocacy, are energized by trying new things, have an agile mindset, and enjoy making an impact? If yes then join our team.

Avalara, Inc., is a leading provider of cloud-based software that delivers a broad array of compliance solutions related to sales tax and other transactional taxes.The Beverage Alcohol team provides tax, licensing and brand registration compliance for the exciting Wine, Beer and Spirits industry.  We are looking for someone that is passionate about Customer Success and advocacy and is a great problem solver and communicator. This role focuses on, identifying areas to improve customer experience cross functionally and implement strategies and solutions that drive increased customer satisfaction and value.  The keys to success in this role are strong customer facing skills, ability to translate customer insights into solutions and ability to work collaboratively to get things done. 

Job Duties

  • Assume management of a critical situation, serving as primary external / internal communicator and situation manager until reaching pre-determined exit / resolution criteria
  • Develop, define and coordinate with internal teams to develop a Customer Learning Program- what content do we need for customers, training tools, content 
  • Collaborate with Avalara departments (product, engineering, 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 a subject matter expert for Avalara products and technologies
  • Develop annual risk management strategy, leveraging Avalara’s health score index
  • The CXM will become a subject matter expert with their aligned department, serving as a trusted resource for cross-team questions and insights from other CXMs
  • Own team Wiki’s, documentation, project card templates, internal communication

Qualifications

  • Exposure and comfort with ERP systems and eCommerce platforms
  • Proven track record of strong problem-solving skills.
  • 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. Demonstrated ability to set and achieve personal goals with minimal direction or supervision even in the face of competing or conflicting demands
  • Strong written and verbal communication skills. Must communicate effectively with variety of customers over the phone, in email and in person
  • Detail-oriented. Demonstrated ability to identify requirements, break these into smaller work tasks, and ensure all tasks are completed with high quality
  • Minimum 7 years in a customer account management, technical account management and/or customer service capacity, ideally in a technology/SaaS organization
  • Optimistic, enthusiastic and self-motivated. An individual who thrives in a start-up environment that can sometimes be stressful and chaotic.
  • Experience using Salesforce

About Avalara

Avalara helps businesses of all sizes achieve compliance with transaction taxes, including sales and use, VAT, excise, communications, and other tax types. The company delivers comprehensive, automated, cloud-based solutions designed to be fast, accurate, and easy to use. The Avalara Compliance Cloud® platform helps customers manage complicated and burdensome tax compliance obligations imposed by state, local, and other taxing authorities throughout the world.

Avalara offers more than 600 pre-built connectors into leading accounting, ERP, ecommerce and other business applications, making the integration of tax and compliance solutions easy for customers. Each year, the company processes billions of indirect tax transactions for customers and users, files more than a million tax returns, and manages millions of tax exemption certificates and other compliance documents.

Headquartered in Seattle, Avalara has offices across the U.S. and overseas in the U.K., Belgium, Brazil, and India. More information at www.avalara.com

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.

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.



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