Customer Excellence Manager

Company: Avalara
Location: Seattle
Posted on: June 25, 2022

Job Description:

The Customer Excellence Manager (CXM) works independently and in partnership with other Avalara stakeholders to positively impact customer satisfaction and retention. What You'll Do Lead customer conversations for critical situations and escalations that come through account management, other customer success functions, customer surveys, and social media.Collaborate across departments to drive resolution of issues and customer centric behavior; foster effective communication and manage expectations between the global support organization, other customer success functions, and the customer.Interact with customers and handle customer queries and escalations in a timely manner; advocate on behalf of the customer.Clearly document the status of issues, customer conversations, and next steps; document root cause upon resolution.Maintain current functional and technical knowledge of the Avalara platform and future products.Analyze usage data and deliver recommendations to customers and account managers.Provide customer remediation recommendations to the business including concessions.During customer-impacting incidents, build talking points and conduct subsequent customer outreach to communicate impact and action plan.Identify at risk customers and develop proactive get-well plans.Influence customer experience improvements by surfacing process and knowledge gaps.Support internal processes when customers churn.Role will require occasional support outside of business hours/weekends. Qualifications Bachelor's degree (or equivalent experience)5+ years of customer success, account management, and/or customer service experience in a technology organization.Strong sense of customer advocacy and customer-first mindset.Effective communicator across stakeholder levels. Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.Able to quickly establish rapport and credibility with customers and cross-functional teams.Good technical and problem solving skills coupled with the ability to identify resolution to problems.Comfortable managing conflicting priorities with minimal direction.Optimistic and self-motivated.Comfortable with ambiguity, adaptable to change, and thrives in a multi-tasking environment. Preferred Qualifications (great to have but not absolutely necessary) Exposure and comfort with ERP and Billing systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, EPICOR, Intuit, Salesforce), POS, and eCommerce platforms.Previous experience as a Technical Program Manager, Service Account Manager, or related post-account management advocacy position with a software organization.Knowledge of Compliance, Sales Tax, and VAT.Understanding of API's and troubleshooting in a customer-facing environment.About 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.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.

Keywords: Avalara, Seattle , Customer Excellence Manager, Executive , Seattle, Washington