Customer Account Manager

Job Description

What Youll Do Trusted Advisor Build great customer relationship and set them up for success by: o Understanding customers goals, strategies, plans. o Recommending best practices based on understanding customers business goals, success criteria for getting value o Maintain customer health by developing and executing customer success plans (CSP) that reflect a holistic path for customers to achieve Return Outcomes and Risk Management: o Improve adoption of Avalaras products to enable customers to achieve business value and critical outcomes o Manage customer renewal conversation and exceed revenue retention goals o Remain up to date on Avalaras products and services, and develop use cases to drive customers to adopt best practice standards o Proactively manage at risk customers and develop get well plans to prevent churn o Ensuring proactive customer engagement reducing unnecessary escalation and issues o Address dissatisfaction issues and escalations using resources available o Manage and own customer lifecycle experience including renewal experience o Continually expand CSPs to include additional outcomes as customer needs evolve o Partnership with Account manager and share growth opportunities You will be reporting to Senior Manager, Sales What Your Responsibilities Will Be You will Guide product adoption post-implementation ensuring time to value for the customer You will facilitate setting outcomes and measurable goals with the customer (success criteria) You will hold customer and Avalara accountable to achieve success criteria You will engage across the customers organization and work within Avalara to identify risks, and present recommendations solutions Facilitates conversations with customers through a variety of tactics to ensure the customer is on track to seeing maximum value from Avalara Oversee outcomes including risk management and mitigation, customers value realization, and mutual success What Youll Need to be Successful As part of the start-up culture, possessing customer centricity Typically requires 8 years of related experience including customer portfolio and retention management Experience collaborating with teams to support joint outcomes through customer lifecycles Collaborative, creative, goal- and growth-oriented, and team-centric Comfortable managing conflicting priorities. Emotionally thoughtful, customer-focused and a Stay up to date with industry trends. Effective strategies Enthusiasm for customer success and excellence especially within the SaaS space Preferred Qualifications 3 5years Customer Success Management experience or similar Salesforce and Gainsight experience Ability to work at all levels from individual contributors to executives Proven record of meeting performance goals #LI-Onsite How Well Take Care of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversit y Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. Learn more about our benefits by region here: Avalara North America What You Need To Know About Avalara We re Avalara. We re defining the relationship between tax and tech. We ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business . Our growth is real, and we re not slowing down until we ve achieved our mission - to be part of every transaction in the world. We re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We ve been different from day one. Join us, and your career will be too. We re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company we don t want people to fit into our culture, but to enrich it. 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. If you require any reasonable adjustments during the recruitment process, please let us know. As part of the start-up culture, possessing customer centricity Typically requires 8 years of related experience including customer portfolio and retention management Experience collaborating with teams to support joint outcomes through customer lifecycles Collaborative, creative, goal- and growth-oriented, and team-centric Comfortable managing conflicting priorities. Emotionally thoughtful, customer-focused and a Stay up to date with industry trends. Effective strategies Enthusiasm for customer success and excellence especially within the SaaS space Preferred Qualifications 3 5years Customer Success Management experience or similar Salesforce and Gainsight experience Ability to work at all levels from individual contributors to executives Proven record of meeting performance goals #LI-Onsite You will Guide product adoption post-implementation ensuring time to value for the customer You will facilitate setting outcomes and measurable goals with the customer (success criteria) You will hold customer and Avalara accountable to achieve success criteria You will engage across the customers organization and work within Avalara to identify risks, and present recommendations solutions Facilitates conversations with customers through a variety of tactics to ensure the customer is on track to seeing maximum value from Avalara Oversee outcomes including risk management and mitigation, customers value realization, and mutual success