Customer Excellence Specialist

What You'll Do
The Customer Excellence Specialist will manage customer situations individually and in partnership with other teams.

• Support internal processes when customers churn.
• Manage and solve customer queries through a queue-based approach.
• Clearly document the status of issues, customer conversations, and next steps; document root cause upon resolution.
• Analyze usage data and deliver recommendations to customers and account managers.
• Develop current functional and technical knowledge of the Avalara platform.
• Role may require occasional support outside of business hours/weekends.
  

What You'll Need to be Successful

• Strong sense of customer advocacy and customer-first mindset.
• Able to quickly establish rapport and credibility with customers and cross-functional teams.
• Good problem-solving skills coupled with the ability to identify resolution to problems.
• Comfortable with ambiguity, adaptable to change, and thrives in a multi-tasking environment. 
• Typically, 2 years of customer success, account management, and/or customer service experience in a technology organization.
• Bachelor's degree (or equivalent experience).
  

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.Flexible hybrid workingWe support hybrid work and flexible schedules for our employees.Learn more about our benefits by region here: https://careers.avalara.com/

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.Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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.

EEO Statement

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.