Avalara’s Customer Experience team is looking for a training and enablement manager for our Technical Support and Implementation teams. In this role, you’ll improve the quality of our customer experience by developing a robust enablement program. You’ll build consistent and scalable enablement resources designed for continuous onboarding of our customer-facing teams. You’ll ensure we’re well-equipped with the content, training, resources, and core curriculum we need to effectively support our customers in Avalara’s rapidly growing environment. A fast-thinking, high-energy individual with a sense of humor and ability to work with a wide range of personalities will thrive in this role.

The Training and Enablement Manager will demonstrate experience and expertise in education, training and coaching techniques. Individuals will also be able to incorporate team requirements and corporate resources into a comprehensive customer experience enablement plan that scales globally. Individuals will have several years’ experience in customer support or technical training, as well as strong written and verbal communication skills. This is a hands-on position – you must be ready to "roll up your sleeves", get things done, and to know when to be strategic and effect changes to the system.

Job Duties

Key Responsibilities include, but are not limited to:

• Perform detailed business needs assessments in coordination with team leadership, service operations, and our Knowledge and Learning team to uncover specific needs and associated roadblocks to Technical Support and Implementation enablement.
• Translate business needs into a broad enablement plan as well as customize the plan for specific needs of support and implementation.
• Create, develop, design, manage, and lead the successful execution of cross-functional enablement coaching programs in conjunction with Customer Experience Leadership and HR.
• Plan and participate in continuous agent/manager training and on-boarding, regular product releases and updates, skills or tools training, and ad hoc training needs.
• Assist in the development of the master plan and calendar for enablement activities throughout the year.
• Develop and maintain an effective governance process to provide timely and targeted content for enablement, and to optimize the knowledge transfer and learning process.
• Respond to enablement requests and ensure relevant circumstances and requirements are considered when making recommendations for new projects that impact business systems, processes, procedures and policies
• Design and implement metrics to measure program impact, effectiveness, appropriateness, and utility.
• Review and manage the existing content library to determine opportunities to improve the learning experience, and to ensure the content is current and relevant and the best technology is employed.
• Bring a light-hearted sense of humor to their work, crafting sustainable and deep relationships with the teams which they enable.

Qualifications

• Bachelors degree
• Minimum 5+ years learning and development experience
• Minimum 3+ years working with or in Customer Service organizations
• Extraordinary passion for adult learning
• Strategic thinker that turns broad visions and concepts into structured plans, actions and measurable metrics.
• Experience in developing and managing competency models and learning paths for professional roles.
• Excellent problem solving and program management skills
• Excellent communications skills including, presenting, editing, and writing as well as accuracy and attention to detail.

Preferred Qualifications

• Experience with SaaS solutions and cloud technology
• Experience with Salesforce.com
• Experience developing technical training for product support teams
• Proven ability to lead and manage at senior levels without direct authority
• Knowledge and understanding of Avalara products and customer facing needs

About Avalara

Avalara helps businesses of all sizes achieve compliance with transaction taxes, including sales and use, VAT, excise, communications, and other tax types. The company delivers comprehensive, automated, cloud-based solutions designed to be fast, accurate, and easy to use. The Avalara Compliance Cloud® platform helps customers manage complicated and burdensome tax compliance obligations imposed by state, local, and other taxing authorities throughout the world.

Avalara offers more than 600 pre-built connectors into leading accounting, ERP, ecommerce and other business applications, making the integration of tax and compliance solutions easy for customers. Each year, the company processes billions of indirect tax transactions for customers and users, files more than a million tax returns, and manages millions of tax exemption certificates and other compliance documents.

Headquartered in Seattle, Avalara has offices across the U.S. and overseas in the U.K., Belgium, Brazil, and India. More information at www.avalara.com

Avalara is an Equal Opportunity Employer. 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.

Avalara is an Equal Opportunity Employer.  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.