Customer Success Specialist

1 month ago

Durham, North Carolina, United States Avalara Full time

What You'll Do

Job Overview:

Want to kick off an exciting career with a fast-growing cloud technology business in a complicated, exciting, and high-growth area of regulatory compliance? We are looking for a Customer Success Specialist to join our team. As a member of the CS Team, your primary responsibility is to provide world-class service to our customers. The CS Special will provide inbound and outbound support and be able to manage priorities, in a fast-paced environment. The CS Specialist will also proactively contact merchants in various system boarding statuses to help them successfully board and stay connected to our service.

What You'll Need to be Successful

Primary Responsibilities and Duties:

  • Understand and become conversant regarding the DAVO Sales Tax application
  • Establish and grow professional working relationships and network with day-to-day users
  • Present a professional image via communication skills, both proactively and when under duress
  • Work in a team environment with the CS Team to promote client retention and satisfaction
  • Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in HubSpot, our Customer Relationship Management (CRM) system
  • Educate and empower customers in order to create more self-serving accounts
  • Be the voice of the customer within DAVO. Drive issues to resolution
  • Escalate problems or difficult sales tax return issues to the Customer Success Team Lead or escalations department

Qualifications:

  • Bilingual in Spanish
  • Exhibit a high degree of empathy and have the ability to work with customers in high-pressure situations
  • Willingness to learn, collaborative, comfortable with ambiguity / changing priorities as part of the start-up culture, possessing customer centricity
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • Extensive customer-facing experience working with customers managing to successful and proven outcomes
  • Excellent organizational skills, and the ability to prioritize, manage, multi-task, and execute projects cross-functionally
  • A critical thinker
  • Basic understanding of general math and percentages
  • Team player with the ability to encourage a positive atmosphere
  • Comfortable making outbound & taking inbound phone calls and have excellent oral communication skills
  • Exceptional written communication skills for email, text, and chat
  • General understanding of retail point-of-sale devices, sales tax regulations, and how these requirements apply to small retail businesses
  • Experience with using spreadsheets (Excel, Google Sheets or similar) and writing basic spreadsheet formulas
  • Familiarity with Hubspot CRM is a plus
  • Ability to take direction and feedback to improve work processes
  • Ability to work independently in a time-constrained environment
  • A relevant bachelor's degree is strongly preferred

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara 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.

Flexible hybrid working

We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here:

About Avalara

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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