What Youll Do
The
Customer Excellence Manager (CEx) Enterprise
(Individual Contributor role)
plays a critical role in ensuring enterprise customer satisfaction by managing customer inquiries, issues, and complex situations with a proactive and strategic approach. Working independently and in collaboration with key stakeholders, the CEx owns the situation, drives resolution, fosters customer relationships and advocates for enterprise customers needs across Avalara. Focus on achieving the highest customer satisfaction while ensuring we are solving customer issues promptly. You will work from Pune office 5 days a week. You will require to work in US shift.
You will be an Individual Contributor and reports to Sr. Manager, Customer Excellence.
What Your Responsibilities Will Be
-
Process Resolve Enterprise Customer Situations
Manage customer situations for enterprise customers that arise through ongoing use of Avalara products, billing and account related questions, product maintenance and customer updates and general questions. -
Drive Cross-Functional Collaboration
Partner across departments, including the Enterprise CAM, Support, Professional Services, Product, and Engineering teams, to resolve customer challenges and align on a customer-centric approach. -
Enterprise Customer Advocacy
Act as a situation owner and trusted advisor, ensuring timely resolution of issues while advocating for enterprise customer needs to internal teams. -
Manage Customer Expectations
Set clear expectations by effectively communicating issue status, next steps, and resolution timelines to customers and internal teams. -
Deepen Technical Product Knowledge
Maintain a strong understanding of Avalara s platform, customer integrations, product suite, and future product roadmap to better serve enterprise customers. -
Data-Driven Insights Recommendations
Clear understanding of enterprise customer product consumption and provide actionable insights to improve customer experience and optimize engagement strategies. -
Customer Remediation Concessions
Assess customer impact and provide internal business recommendations, including recommendations for potential concessions or service improvements. -
Process Knowledge Enhancement
Identify gaps in internal processes and knowledge management that impact enterprise customer experience, driving continuous improvements. -
Enterprise Customer Satisfaction
Manage internal processes and collaboration to drive quick resolution, reduce enterprise customer churn and increase customer satisfaction.
What Youll Need to be Successful
- Minimum of 8 years of experience in customer service or related field.
- Bachelors degree
- 5+ years of enterprise customer success, account management, or enterprise customer service experience in a technology organization.
- You have strong enterprise customer advocacy mindset with a passion for delivering exceptional experiences.
- Experience interpreting and responding to customer questions and requests across C-level stakeholders and technical teams, capable of handling high-stakes enterprise conversations.
- Should have experience with global customers, especially in US.
- Familiarity with ERP, Billing, and Enterprise Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce).
- Experience as a Technical Program Manager, Service Account Manager, or Enterprise Customer Success Advocate within a software organization.
- Knowledge of Compliance, Sales Tax, VAT, and regulatory requirements for enterprise businesses.
- Understanding of APIs, integrations, and troubleshooting in enterprise customer environments.
#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.
- Minimum of 8 years of experience in customer service or related field.
- Bachelors degree
- 5+ years of enterprise customer success, account management, or enterprise customer service experience in a technology organization.
- You have strong enterprise customer advocacy mindset with a passion for delivering exceptional experiences.
- Experience interpreting and responding to customer questions and requests across C-level stakeholders and technical teams, capable of handling high-stakes enterprise conversations.
- Should have experience with global customers, especially in US.
- Familiarity with ERP, Billing, and Enterprise Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce).
- Experience as a Technical Program Manager, Service Account Manager, or Enterprise Customer Success Advocate within a software organization.
- Knowledge of Compliance, Sales Tax, VAT, and regulatory requirements for enterprise businesses.
- Understanding of APIs, integrations, and troubleshooting in enterprise customer environments.
#LI-Onsite
-
Process Resolve Enterprise Customer Situations
Manage customer situations for enterprise customers that arise through ongoing use of Avalara products, billing and account related questions, product maintenance and customer updates and general questions. -
Drive Cross-Functional Collaboration
Partner across departments, including the Enterprise CAM, Support, Professional Services, Product, and Engineering teams, to resolve customer challenges and align on a customer-centric approach. -
Enterprise Customer Advocacy
Act as a situation owner and trusted advisor, ensuring timely resolution of issues while advocating for enterprise customer needs to internal teams. -
Manage Customer Expectations
Set clear expectations by effectively communicating issue status, next steps, and resolution timelines to customers and internal teams. -
Deepen Technical Product Knowledge
Maintain a strong understanding of Avalara s platform, customer integrations, product suite, and future product roadmap to better serve enterprise customers. -
Data-Driven Insights Recommendations
Clear understanding of enterprise customer product consumption and provide actionable insights to improve customer experience and optimize engagement strategies. -
Customer Remediation Concessions
Assess customer impact and provide internal business recommendations, including recommendations for potential concessions or service improvements. -
Process Knowledge Enhancement
Identify gaps in internal processes and knowledge management that impact enterprise customer experience, driving continuous improvements. -
Enterprise Customer Satisfaction
Manage internal processes and collaboration to drive quick resolution, reduce enterprise customer churn and increase customer satisfaction.
