Customer Excellence Manager
Company: Avalara
Location: Seattle
Posted on: June 25, 2022
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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
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