Customer Success Specialist

Overview

Want to kick off an exciting career with a fast-growing cloud technology business in a complicated, exciting, and high-growth area of regulatory compliance? We are looking for a Customer Success Specialist to join our team. As a member of the CS Team, your primary responsibility is to provide world-class service to our customers. The CS Special will provide inbound and outbound support and be able to manage priorities, in a fast-paced environment. The CS Specialist will also proactively contact merchants in various system boarding statuses to help them successfully board and stay connected to our service.

Responsibilities

• Understand and become conversant regarding the DAVO Sales Tax application
• Establish and grow professional working relationships and network with day-to-day users
• Present a professional image via communication skills, both proactively and when under duress
• Work in a team environment with the CS Team to promote client retention and satisfaction
• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in HubSpot, our Customer Relationship Management (CRM) system
• Educate and empower customers in order to create more self-serving accounts
• Be the voice of the customer within DAVO. Drive issues to resolution
• Escalate problems or difficult sales tax return issues to the Onboarding Manager or escalations department
• Maintain assigned boarding and churn management queues to proactively help customers board and stay connected to the DAVO sales tax system
  

Qualifications

• Exhibit a high degree of empathy and have the ability to work with customers in high-pressure situations
• Willingness to learn, collaborative, comfortable with ambiguity / changing priorities as part of the start-up culture, possessing customer centricity
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Extensive customer-facing experience working with customers managing to successful and proven outcomes
• Excellent organizational skills, and the ability to prioritize, manage, multi-task, and execute projects cross-functionally
• A critical thinker
• Basic understanding of general math and percentages
• Team player with the ability to encourage a positive atmosphere
• Comfortable making outbound & taking inbound phone calls and have excellent oral communication skills
• Exceptional written communication skills for email, text, and chat
• General understanding of retail point-of-sale devices, sales tax regulations, and how these requirements apply to small retail businesses
• Experience with using spreadsheets (Excel, Google Sheets or similar) and writing basic spreadsheet formulas
• Familiarity with Hubspot CRM is a plus
• Ability to take direction and feedback to improve work processes
• Ability to work independently in a time-constrained environment
• A relevant bachelor's degree is strongly preferred
  

About Avalara

About Avalara:

We’re building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there’s an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes — the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That’s a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That’s why we’re growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.

Equal Opportunities

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.