Enterprise Customer Account Manager

What You'll Do

You will improve maximum life-time customer value—a necessary SaaS metric. You will become the owner of a group of Enterprise class customers for whom you'll manage retention, renewals, customer satisfaction, upgrades and add-on sales.

You must be ready to manage outcomes, have Experience balancing multiple sales opportunities, and deliver high value to customers in every interaction. Experience with business accounting concepts, emphasizing sales and use tax. You like to work with external customers and across departments within Avalara (Professional Services, Support, Marketing, and Product Management) to resolve issues and explore opportunities.

Essential Responsibilities

• Engage enterprise class customers in proactive customer contact strategy.
• Manage a pipeline of customer add-on product sales and service renewals which is measured against a quota.
• Increase customer satisfaction by understanding business needs and recommending Avalara solutions that meet them.
• Be an escalation point; document problem description(s) with detail and record action steps taken in Salesforce.com.
• Responsible for customer retention (dollar and logo) throughout the renewal sales cycle
• Provide forecasts to direct manager and track customer and partner interactions, using Salesforce
• Partner with the Customer Excellence team to promote client retention and satisfaction
• Monitor and track expected vs. actual product usage, purchasing business case validity and customer satisfaction.
• Establish a professional working relationship with daily users up to the executive level
• Must be located in Durham area. #LI-hybrid

What You'll Need to be Successful

Skills

• Strategic account planning discipline
• Experience maintaining outstanding external customer relationships
• Resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
• Experience with business accounting practices related to sales and use tax a plus.
• Experience with information systems implementation and support practices.
• Work with people of varied technical and finance backgrounds.

Qualifications

• Experience in cloud-based software sales is ideal.
• Strong communication, interpersonal, organizational and presentation skills
• Experience in complex contract negotiations.
• Experience achieving performance goals including quotas, revenue targets or other measurements
• Solid knowledge of desktop productivity tools and experience using CRM systems (e.g. salesforce.com)

Required Experience:

• Bachelor's degree with 7 or more years of experience to enterprise class accounts.

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: https://careers.avalara.com/

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.