Customer Excellence- Senior Specialist- CFI

Customer Success | Pune, MH, India

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The Customer Excellence team is looking for a program manager and customer advocate to improve Avalara's response to customer-impacting incidents. This role will focus on the continuous improvement of processes and workflows to reduce ambiguity, enhance communication, and optimize the effectiveness of the response to incidents for our EMEA customers.

Job Duties:

  • Support critical situations for the EMEA business.

  • Influence customer-centric thinking through incident resolution including impact analysis, internal/external communications, and remediation strategy.

  • Draft internal and customer facing talking points and messaging in collaboration with Legal and cross functional teams.

  • Manage customer outreach initiatives as a result of incidents.

  • Communicate effectively and in a timely manner with internal stakeholders, partners, and customers.

  • Contribute to incident root cause analysis, identifying remediations and process improvement based on observed trends

  • Work to scale and iterate on how our teams prepare for and respond to incidents.

  • Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders.

  • Manage programs and projects, in collaboration with engineering, marketing, legal, product, and operations teams, focused on improvements to process, metrics, and framework

  • Manage and update incident management documentation, including process maps, best practice documents, checklists, and templates.

  • Manage and update the central incident management log and lead/contribute to root cause reports (internal and customer facing ones) in partnership with legal and cross functional team along with periodic reviews.

  • Role requires EMEA business hours support and occasional after-hours and weekend support.

Qualifications:

  • Able to identify a problem, propose a solution, and make it happen.

  • Passionate about serving the customer.

  • Clear and succinct communicator with technical and non-technical audiences.

  • A team player and strong collaborator with cross-functional teams.

  • Flexible to work in rotational shift (preferably night shift).

  • Positive, curious, enthusiastic, self-motivated, and able to work in a fast-paced environment and facilitate strategic and rapid fixes to high-intensity problems.

  • Solid project management skills, including managing multiple stakeholders, timelines, clear communications, and expectations. 

  • Proven track record of strong problem-solving skills. 

  • Strong sense of customer advocacy and a customer-first mindset.

  • Demonstrated ability to set and achieve personal goals with minimal direction or supervision, even with competing or conflicting demands.  

  • Able to communicate technical issues to non-technical audiences.

  • Organised with excellent attention to detail.

  • Demonstrated ability to identify requirements, break these into smaller work tasks, and ensure all tasks are completed with high quality. 

  • 5+ years of customer service and/or technical program management ideally in a SaaS organisation.

  • Bachelor's degree or equivalent experience.

  • Willing to support EMEA and US time zones to meet the needs of the business.

Preferred Qualifications:

  • Experience working directly with customers at multiple stakeholder levels: individual contributor/management/executive. 

  • Previous experience as a Technical Incident Manager, Technical Program Manager, Service Account Manager, or related post-account management advocacy position with a SaaS organization

  • Knowledge of Compliance, Sales Tax, and VAT (Value-Added Tax).

  • Understanding of API's and troubleshooting in a customer-facing environment.

What's in it for You:

  • Be a part of a world class team of customer champions.

  • Work with an organization that gives an amazing work life balance.

  • Competitive compensation and medical benefits.

  • A state of art office to work from.

  • Learn from the best in the business.

About Avalara:

We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation.

The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Europe, Brazil, Canada, India, and the U.K.

Equal Opportunities: 

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

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