Customer Success Manager

Avalara

Job Details

Location: Seattle, King County, Washington, USA Durham County, North Carolina, USA Posted: Apr 28, 2022

Job Description

As part of the Customer Excellence team, the Customer Success Manager role within the Emerging Small Business Segment serves customers in a queue-based model. This CSM is part of a team who addresses customer requirements through a case management system within the Customer Excellence team. The customer success team serves as the primary post-sale point of contact for clients/customers providing world class customer experience. Uses in-depth knowledge Avalara processes and policies, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer's desired result. Handles escalations and managed to serve level agreements. The CSM may be required to coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

Customer Success Managers must thrive on working in a fast-paced, exciting environment, creating value for the client and have account management, customer service, and sales skills. Flexibility, emotional intelligence, prioritization, networking skills and a focus on results are among a Customer Success Manager's key assets along with the ability to identify business needs and resolve situations via exceptional communication skills.

Job Duties:

Establish a professional working relationship with day to day users up to the executive level

Articulate and present the value delivered by Avalara products and services to various levels within an organization to ensure a renewal

Understand a clients' business environment and uncover their sales and use tax challenges to recommend additional products/services

Manage and solve customer queries through a queue-based approach attaining daily case targets.

Work in a team environment to address customer cases and queries timely and accurately.

Create a win-win environment for the client and Avalara by professionally and ethically negotiating issues

Leverage the broader internal team and partner ecosystem to address client satisfaction issues

Identify quality sales leads to pass along to the Emerging Small Business Customer Account Manager

Present a professional image via communication skills, both proactively and when under duress

Partner with cross-departmental teams to ensure success of your customers, as well as success of the business goals

Required Experience:

Bachelor's degree (B.S. or B.A.) from an accredited college or university, or equivalent career experience - preferred

Minimum 3 years of sales, customer management, consulting, project management or related experience

Strong communication, interpersonal, organizational and presentation skills.

Experience working with senior executive level personnel

Experience negotiating contracts or facilitating resolution to customer problems

Efficient work habits that allow for a significant level of multi-tasking

Proven track record of achieving performance goals including quotas, revenue targets or other key performance indicators

About Avalara

Avalara helps businesses get tax compliance right.

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