Job
Description
Role Overview: As a Customer Account Manager for Existing Business at Avalara, your main responsibility will be to retain and grow a high-volume portfolio of customers. You will be in charge of renewals, reducing churn, and leading efficient tech-touch expansion strategies. Key Responsibilities: - Own the full renewal cycle including forecasting, negotiation, and order forms to achieve renewal rate, GRR, and churn targets. - Proactively identify risks such as low usage, support signals, and billing issues, and implement save plays to stabilize at-risk accounts. - Drive efficient growth by closing upsell and cross-sell opportunities aligned with customer outcomes. - Maintain a high-velocity pipeline, meeting or exceeding ARR/NRR quotas for your book. - Orchestrate tech-touch motions to keep customers engaged and realizing value. - Prioritize customer portfolio with data segmentation by health, potential, and risk, and execute standardized playbooks by segment. - Deliver value and advocacy through concise check-ins, business reviews, and collaborating with Product, Support, and Marketing teams. - Collaborate with Customer Success, Solutions, and Marketing teams to ensure smooth onboarding, issue resolution, and scalable enablement. - Maintain accurate CRM hygiene, forecasts, and activity logs. Qualifications Required: - SaaS renewals & account management experience with a proven track record of hitting retention and expansion targets. - Strong negotiation skills and ability to handle objections with procurement and decision-makers. - Proficiency in data-driven operating rhythm using CRM tools like Salesforce to prioritize, forecast, and execute at scale. - Excellent written, verbal, and presentation skills. - Process discipline and comfort in a fast-paced, quota-driven environment. - Ability for cross-functional collaboration with Success, Support, Product, and Marketing teams. - Nice to have: experience with customer health scoring, playbook design, and/or tax compliance domain knowledge. (Note: The company Avalara is an AI-first company where AI is embedded in workflows, decisions, and products to deliver better customer outcomes.) Role Overview: As a Customer Account Manager for Existing Business at Avalara, your main responsibility will be to retain and grow a high-volume portfolio of customers. You will be in charge of renewals, reducing churn, and leading efficient tech-touch expansion strategies. Key Responsibilities: - Own the full renewal cycle including forecasting, negotiation, and order forms to achieve renewal rate, GRR, and churn targets. - Proactively identify risks such as low usage, support signals, and billing issues, and implement save plays to stabilize at-risk accounts. - Drive efficient growth by closing upsell and cross-sell opportunities aligned with customer outcomes. - Maintain a high-velocity pipeline, meeting or exceeding ARR/NRR quotas for your book. - Orchestrate tech-touch motions to keep customers engaged and realizing value. - Prioritize customer portfolio with data segmentation by health, potential, and risk, and execute standardized playbooks by segment. - Deliver value and advocacy through concise check-ins, business reviews, and collaborating with Product, Support, and Marketing teams. - Collaborate with Customer Success, Solutions, and Marketing teams to ensure smooth onboarding, issue resolution, and scalable enablement. - Maintain accurate CRM hygiene, forecasts, and activity logs. Qualifications Required: - SaaS renewals & account management experience with a proven track record of hitting retention and expansion targets. - Strong negotiation skills and ability to handle objections with procurement and decision-makers. - Proficiency in data-driven operating rhythm using CRM tools like Salesforce to prioritize, forecast, and execute at scale. - Excellent written, verbal, and presentation skills. - Process discipline and comfort in a fast-paced, quota-driven environment. - Ability for cross-functional collaboration with Success, Support, Product, and Marketing teams. - Nice to have: experience with customer health scoring, playbook design, and/or tax compliance domain knowledge. (Note: The company Avalara is an AI-first company where AI is embedded in workflows, decisions, and products to deliver better customer outcomes.)
