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Avalara APAC
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Technical Account Manager

Technical Account Manager

Avalara APAC

3 years

0 Lacs

Pune Maharashtra India

Posted:1 day ago| Platform:

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Skills Required

management escalation support report analysis troubleshooting communication engagement tracking saas erp netsuite software crm accounting sap salesforce magento oracle shopify workday data api testing postman database drive addition compensation diversity leadership compliance processing cornerstone recruitment

Work Mode

On-site

Job Type

Full Time

Job Description

What You'll DoThe Technical Account Manager is responsible for technical ticket management, strengthening customer satisfaction and expediting solutions for Enterprise customers. This requires being the technical escalation and point, across multiple products to meet support entitlement requirements, providing an optimized customer experience.You will report to the Manager, Technical Support. You will work from the Pune office.

What Your Responsibilities Will Be

Manage ticket workload, following KPIs, SLAs, CSAT, and TTR goals.
Manage enterprise support requests through resolution.
Conduct detailed ticket analysis, troubleshooting, and issue replication.
Experience establishing communication and engagement with prospects with customers and maintain accurate records in the case tracking system.
Provide advanced knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
Participate in troubleshooting sessions, replicating issues, and hosting meetings with customers to address technical requests, providing communications.

What You’ll Need To Be Successful

At least 3 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues in SaaS solutions.
Experienced with a mainstream ERP/CRM/Accounting software package: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday or similar eComm systems is required.
Judgment and skills in managing and maintaining customer relationships, being an advocate for their needs.
Abilities in troubleshooting, root cause analysis, and providing proactive solutions based on data analysis and ticket trends.
Proficiency in Salesforce for ticket queue management, including ticket assignment, workload analysis, and advanced ticket driver analysis.
Familiarity with API testing tools like Postman and an excellent understanding of API functionality, database analysis, and data manipulation.
Experience working collaboratively across multiple teams, demonstrating your ability to navigate complex organizational structures, technical solutions and drive customer-focused solutions.

Require work during US business hours across multiple time zones.

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 defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - 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. 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.

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Technical Account Manager