Customer Excellence Manager
Company: Avalara
Location: Seattle
Posted on: January 15, 2021
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Job Description:
The Customer Excellence Manager (CXM) working independently or
in partnership with other Avalara stakeholders to positively impact
customer satisfaction and retention through the following
activities: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 repeatableAssess technical
procedure and practices when engaged in reactive critical
situations to drive internal process improvements, such as product
maintenance, software as a service networks and feature
enhancementsExternal collaboration with partners and technical
vendors for cross-vendor technical support during reactive
escalations or proactive product improvement initiativesBuild
rapport across Avalara's technical ecosystem to resolve process and
product breakdowns; assist with technical situations where
multi-vendor collaboration is vital to customer successTechnical
management of a critical situation, working in tandem with Avalara
stakeholders during an escalation until reaching pre-determined
exit / resolution criteriaProvide support for Account Management
team on customer-related issues and processesCollaborate with
Avalara departments (product, support, compliance, contracts,
accounting, legal) to resolve issues as appropriate, while driving
consistent responsiveness and communication across involved
stakeholdersServe as subject matter expert for Avalara products
within Customer Excellence groupCollaborate with other Avalara
teams (Engineering, GoLive, Support, Compliance, SaaS Operations,
Development) to improve Avalara's customer journey (prevent issue
---circling---)Proactive partnership with Customer Experience
Operations Enablement to identify customer-facing knowledge gaps in
support of recurring education programsAttend continued product
trainings to assure continued expertise from technical
frontQualificationsExposure and comfort with ERP and Billing
systems (SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, EPICOR,
Intuit, Salesforce), POS and eCommerce platformsUnderstanding of
API's, installations and technical troubleshooting in a customer
facing environment. 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 stakeholdersStrong sense of customer advocacy; ability to
articulate a broad view of customer needs to the appropriate
stakeholders within AvalaraSelf-directed & goal driven.Demonstrated
ability to set and achieve personal goals with minimal direction or
supervision even in the face of competing or conflicting
demandsStrong 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 qualityMinimum 5 years in
a technical account management and/or customer service capacity,
ideally in a technology organization with an ERP or technical
backgroundExposure and comfort with networking concepts, software
code, tax calculation, ERP systems and eCommerce
platformsOptimistic, enthusiastic and self-motivated. An individual
who thrives in a start-up environment that can sometimes be
stressful and chaotic.Preferred Qualifications (great to have but
not absolutely necessary)Experience working directly with customers
at multiple stakeholder levels: individual contributor / management
/ executivePrevious experience as a Service Account Manager or
related post-account management advocacy position with a software
organizationAbout AvalaraAvalara 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.comAvalara 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.
Keywords: Avalara, Seattle , Customer Excellence Manager, Executive , Seattle, Washington
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