Customer Excellence Manager

Company: Avalara
Location: Seattle
Posted on: January 15, 2021

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