Enterprise Account Manager, Customer Loyalty

Sales | Durham, NC, United States

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In this position, you will drive maximum life-time customer value—a vital 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.

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.

Essential Functions and 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.
  • Act as 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 timely forecasts to direct manager as well as track customer and partner interactions, leveraging 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 day-to-day users up to the executive level
  • 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
  • Qualifications


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


  • Bachelor's degree with minimum of 8 years of quota carrying sales experience to enterprise class accounts.
  • 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.

    Apply Now!