Customer Success Manager

3 weeks ago

Durham, United States Avalara Full time

Overview:

Avalara is building a Customer Success Management team to manage our most valued customers. The Customer Success Manager will ensure customer health and driving value to our customers.

  • Set strategic direction in customers compliance goals to address challenges with a prescriptive approach to Customer Success and best practices.
  • Facilitate setting outcomes and measurable goals with the customer (success criteria)
  • Hold customer and Avalara accountable to meet success criteria
  • Engage across the customers organization and work within Avalara to identify risks, and present recommendations & solutions
  • Facilitate conversations with customers through a variety of tactics to ensure the customer is on track to seeing maximum value from Avalara #LI-Onsite
Qualifications:
  • Trusted Advisor Build great customer relationship and set them up for success by:
    • You will report to the Customer Support Team Manager
    • Understand customers goals, strategies, projects, and establishing Avalara as the best to achieve compliance
    • Recommending best practices based on understanding customers goals, success criteria for getting value
    • Comfortable with Senior level Execs (Directors, VPs) from Product, Customer Success, Ops, and Tax professionals
    • Manage a portfolio of Enterprise customers, understand customer ecosystem and map personas
    • Maintain customer health by developing customer success plans (CSP) that reflect a holistic path for customers to achieve Return on investment
    • Potential travel to onsite customer meetings and conferences
  • Outcomes and Risk Management:
    • Increase adoption of Avalaras products to allow customers to achieve value and important outcomes
    • Manage customer renewal conversation and exceed revenue retention goals
    • Remain up to date on Avalaras products and services, and develop use cases to guide customers to adopt best practice standards
    • Manage at risk customers and develop get well plans to prevent churn
    • Lead Executive Briefing Reviews and partner alignment calls, and working both internally and externally
    • Strategize managing customer concessions related to customer dissatisfaction
    • Manage customer lifecycle experience including renewal experience
    • Expand CSPs to include additional outcomes as customer needs evolve
    • Share growth opportunities with Customer Account Manager
  • Problem-solving and prioritization:
    • Understand complex Enterprise customer environments
    • Ability to prioritize and perform in a high-growth environment
    • Collaborative, comfortable with ambiguity / changing priorities as part of the start-up culture, possessing customer centricity
    • 8 years of related experience including customer portfolio and retention management
    • Customer-facing experience working with Enterprise customers managing to successful outcomes
    • Experience collaborating with teams to support joint outcomes through customer lifecycles
    • Heavy PowerPoint and Excel
    • Collaborative, creative, goal- and growth-oriented, and team-centric
    • Comfortable managing conflicting priorities.
    • Enthusiasm for customer success and excellence especially within the SaaS space
    • Role may require occasional support outside of business hours


About Avalara:

Were Avalara. Were defining the relationship between tax and tech.

Weve 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 - theres nearly 5,000 of us now. Our growth is real, and were not slowing down - not until weve achieved our mission - to be part of every transaction in the world.

Were bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture weve 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.

Weve been different from day one. Join us, and your career will be too.

EEO Statement

Were an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company we dont 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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