Job Description
Overview:
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
Want to kick off an exciting career with a fast-growing cloud technology business in a high-growth area? Avalara is looking for a Customer Success Manager to support our Fortune 1000 customer base. The Customer Success Manager will ensure customer satisfaction, health and driving value to our customers. The main purpose of the Customer Success Manager (CSM) is to retain Avalara's current business, find and address risks, and help grow key customers. The CSM works with customers to drive value derived from the Avalara's products and services supporting their desired outcomes. The CSM applies industry and product knowledge, relevant experience, and an understanding of their customers to add value and build trusting relationships.
Responsibilities:
Bullet points highlighting expected day to day tasks, essential to the job.
Qualifications:
Responsibilities
- Provide first level response through our CRM and customer success tools maintaining high satisfaction ratings from customers and our teams.
- Walk customers through the features of the product or service, connecting those features directly with customers' desired outcomes.
- Support the customer lifecycle's experience at 60- and 180-day intervals.
- Be the point of escalation for customer issues, responding promptly and engaging cross-functional teams and leaders.
- Promote product adoption post-implementation ensuring time to value for the customer.
- Ensure proactive customer engagement reducing unnecessary escalation and issues.
- Manage at risk customers and develop get well plans to prevent churn.
- Work with Sales Executives to drive customer renewals.
- Identify further customer needs through upsell/cross-sell opportunities.
- Empathize with customers while keeping business solutions in mind.
- Identify and respond to customer issues within business Service level agreement.
- Provide product knowledge to all customers across the Avalara product portfolio.
- Learn, follow, and further implement the customer success process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
- Use internal CSM tools and platforms to understand the entire picture and develop replies with correct information.
- Work as a liaison between customers, team leaders and product teams to provide feedback on roadmap features, customer feedback, and new product releases.
- Build working relationships with company partners, promoting high-quality professional partnerships.
- Be the internal advocate for the customer within Avalara, developing partner network within the customer account and nurturing them to advocacy.
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.
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