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Enterprise Customer Account Manager, Customer Loyalty

| Seattle

Job Description:

Avalara Inc., one of the fastest growing technology companies in the United States, is seeking an Enterprise Named Accounts Customer Account Manager focused on developing Avalara’s growing Enterprise customer segment. Today, more than 10% of the Fortune 500 have adopted Avalara as their sales tax automation and compliance solution and we’re just getting started!

Job Summary:

In this position, you will drive maximum life-time customer value—a vital SaaS metric.  You will become the owner of a group ofEnterprise class customers for whom you’ll manage retention, renewals, customer satisfaction, upgrades and add-on sales.

Candidates must have a high sense of urgency to deliver results, be ready to own outcomes, possess outstanding planning and time management skills, and deliver high value to customers in every interaction.  Experience with business accounting concepts, ideally emphasizing sales and use tax, is a strong plus.  The ideal candidate likes to work with external customers and across departments within Avalara (Professional Services, Support, Marketing, and Product Management) to resolve issues and explore opportunities.  This role reports to the Director, Customer Loyalty, Enterprise Named Accounts

Essential Functions and Responsibilities

  • Engage enterprise class customers in proactive customer contact strategy that ensures customer add-on product sales and service renewals.
  • Increase customer satisfaction by understanding business needs and recommending Avalara solutions that meet them.
  • Act as an escalation point; document problem description(s) with detail and record action steps taken in salesforce.com.
  • Identify at risk renewals and collaborate with internal teams to secure them.
  • Monitor and track expected vs. actual product usage, purchasing business case validity and customer satisfaction.
  • Forecast growth sales, retention and satisfaction status for assigned accounts

 

Skills

  • Strategic account planning discipline
  • Experience maintaining outstanding external customer relationships
  • Solid communication, listening and writing skills
  • Able to work in a team environment with calm demeanor
  • Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
  • Excellent understanding of business accounting practices related to sales and use tax a strong plus.  Good understanding of information systems implementation and support practices.
  • Capable of working with people of varied technical and finance backgrounds
  • Organized and reliable: able to work independently with little direction when necessary
  • Self-starter with natural curiosity and technical agility

 

Experience

  • Proven track record with a minimum of 5-7 years of business experience growing revenue among enterprise class accounts >$1BB in annual revenue.   A huge plus if you have knowledge of/experience in cloud based software in one or more of the following roles:   account management­­, software consulting, renewals management, TAM (technical account management)
  • Experience in business accounting or audit, especially as it relates to sales and use tax compliance.  Experience in the Business Intelligence, Enterprise Analytics, Enterprise Performance Management, Budgeting/Planning is a definite plus
  • Successful track record in reaching or exceeding goals in: customer satisfaction, customer retention, and add on sales
  • Solid knowledge of desktop productivity tools and experience using CRM systems (e.g. salesforce.com)

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Adobe Target, Adobe AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • Adobe Experience ManagerCMS
    • SalesforceCRM
    • SendGridEmail
    • Adobe CampaignLead Gen
    • Oracle EloquaLead Gen

Location

255 S King St, Seattle, WA 98104

What are Avalara Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
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