Customer Excellence Manager

What You'll DoAs a

Customer Excellence Manager,

you will play a critical role in ensuring customer satisfaction by demonstrating empathy, ownership and responsiveness in managing customer inquiries, issues, and complex situations. You will work both independently and collaboratively with important partners to guide resolution, advocate for customer needs, and foster relationships across Avalara.With a focus on delivering solutions, you will take ownership of customer situations, address concerns, and identify process improvements that enhance the customer experience. Your ability to influence, problem-solve, and communication will drive meaningful outcomes for both customers and the business.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 report to Sr. Manager, Customer Excellence

What Your Responsibilities Will Be

• Manage enterprise customer situations related to Avalara's products, billing, account inquiries, maintenance, and general support needs.
• You will collaborate cross-functionally with Enterprise Account Management, Global Support, Professional Services, Product, and Engineering teams to resolve complex customer challenges while ensuring a customer-centric approach.
• Be a situation owner and trusted advisor, driving resolution of issues while advocating for enterprise customer needs to our teams.
• Set clear expectations by communicating issue status, next steps, and resolution timelines to customers and other teams.
• You will maintain a understanding of Avalara's platform, customer integrations, product suite, and future product roadmap to better serve enterprise customers.
• You will assess customer impact and provide internal business recommendations, including recommendations for potential concessions or service improvements.
• Identify and address gaps in internal processes and knowledge management that impact enterprise customer experience, driving continuous improvements.
• Manage internal collaboration to ensure swift issue resolution, reduce enterprise customer churn, and increase overall satisfaction.
  

What You’ll Need To Be Successful

• Bachelor's degree or equivalent experience.
• 8+ years of enterprise customer success, account management, or enterprise customer service experience within a software organization.
• 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, able to handle high-stakes enterprise conversations.
• Comfortable experience handling support requests from a variety of different channels with a customer-focused mindset.
• You have familiarity with ERP, Billing, and Enterprise Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce).
• Knowledge of compliance, sales tax, VAT, and regulatory requirements for enterprise businesses.
• This is Night Shift job serving mostly our US based customers.
• Selected candidates will be expected to work from office.
  

How We’ll Take Care Of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & WellnessBenefits vary by location but generally include private medical, life, and disability insurance.Inclusive culture and diversityAvalara 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.

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.