Senior Customer Excellence Specialist

Job Description

This is a night shift role with work from office. What Youll Do: As a Senior Customer Excellence Manager, you will play a critical role in ensuring exceptional customer satisfaction by demonstrating empathy, ownership and responsiveness in managing customer inquiries, issues, and complex situations. You will work both independently and collaboratively with key stakeholders to drive resolution, advocate for customer needs, and foster strong relationships across Avalara. With a focus on delivering timely and effective solutions, you will take ownership of customer situations, proactively address concerns, and identify process improvements that enhance the overall customer experience. Your ability to influence, problem-solve, and communicate effectively will be essential in driving meaningful outcomes for both customers and the business. What Your Responsibilities Will Be Own and manage enterprise customer situations related to Avalaras products, billing, account inquiries, maintenance, and general support needs. 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. Act as a situation owner and trusted advisor, driving timely resolution of issues while advocating for enterprise customer needs to internal teams. Set clear expectations by effectively communicating issue status, next steps, and resolution timelines to customers and internal teams. Maintain a strong understanding of Avalaras platform, customer integrations, product suite, and future product roadmap to better serve enterprise customers. 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 Youll Need to Be Successful Enterprise customer advocacy mindset with a passion for delivering exceptional experiences. Effective communicator across C-level stakeholders and technical teams, capable of handling high-stakes enterprise conversations. Excellent technical and problem-solving skills with the ability to drive issue resolution (both internally and externally) effectively. Comfortable managing multiple priorities with a customer-focused mindset. Highly adaptable to change and thrives in a dynamic, fast-paced environment. 6+ years of enterprise customer success, account management, or enterprise customer service experience within a software organization. Bachelor's degree or equivalent experience. Familiarity with ERP, Billing, and Enterprise Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce) preferred. Knowledge of compliance, sales tax, VAT, and regulatory requirements for enterprise businesses preferred. This is Night Shift job serving mostly our US based customers. Selected candidates will be expected to work from office.