Go Live Analyst

Customer Support | Pune, MH, India

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Job Summary

As a member of the Avalara GoLive/Implementation team your goal is to provide world-class service to our customers. He/she will be expected to live by our ‘cult of the custom; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale.
As part of the Go-Live Team, you'd focus on New Product Introductions, with enhanced focus on customer onboarding and strategic projects such as Instantaneous Go Live, ESB and Self-Serve.
Delivering on these areas of focus will help us create a material impact on the business, empower our teams to more effectively enable growth and consumption, and create even more value for customers.
Our team is seeking an experienced, results driven programs to drive the adoption of changes that impact our NPI and Implementation Services team. The role will focus on the successful introduction of new products to the implementation teams at Avalara.
The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.
A successful candidate should be comfortable working within a highly volume, high results organization, demonstrate agility, exhibit solid organizational, communication, and presentation skills, and have a strong customer focus.

Job Duties


  • Manage a portfolio of ~150+ customers as they implement Avalara's tax compliance automation products
  • Assist customers in planning their implementation of Avalara's tax automation suite to support their business processes and industry best practices
  • Track key aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions
  • Engage internal and external business partners as part of the project management process
  • Support customers' success by answering application questions, tracking issues, monitoring changes and resolving or escalating problems according to company guidelines
  • Provide training and end-user support during customer onboarding
  • Update internal implementation tracking systems in a timely and accurate manner for cross-departmental visibility and reporting
  • Follow established implementation standards and operating procedures
  • Perform other tasks as assigned.

Qualifications


  • Bachelor's degree (BCA, MCA, B.Tech) from an accredited college or university, or equivalent career experience
  • Demonstrated ability to thrive in a fast-paced customer service environment, managing a large portfolio of active customers through their implementation or support process; organization and the ability to balance multiple clients and varying needs is critical to this role's success
  • Two or more years of software implementation, preferably within the B2B sector.
  • Proficiency with speaking and writing English
  • Proficient with Microsoft Office Suite, specifically Excel and PowerPoint
  • Efficient work habits that allow for a significant level of multi-tasking and ability to effectively prioritize to deliver impact and results.
  • Results-oriented with strong people and time management skills, highly organized, motivated and driven to succeed.
  • Attention to detail
  • Strong team collaborator, believing that the success of the group is as important as individual success
  • Strong communication skills; as a more senior role in the Go Live department, you may be called upon to make presentations either internally or externally, to train coworkers or customers on products and best practices.
  • Ability to quickly evaluate a customer's abilities and adapt instructions and training accordingly
  • Passionate about customer success, both individual customers and Avalara's customers
  • Flexibility, welcoming growth and change
  • Goal-driven and self-motivated towards continual improvement in knowledge, efficiency, productivity, and customer service; Consultants are measured on a combination of the number of projects successfully completed per month and the quality of the implementation
  • Personify the Avalara Success Traits: Ownership, Simplicity, Curiosity, Adaptability, Urgency, Optimism, Humility
  • Ready to work in rotational shifts as per business requirement (Shift Allowances applicable).

Preferred Qualifications


  • Understanding of Sales and Use Tax
  • Proficient in Salesforce, Jira, Gainsight
  • Demonstrated ability to install and configure one or more of the following ERPs: WooCommerce, Sage 100, Sage Intacct, Dynamics GP, D365 Sales, D365 Business Central, Salesforce Sales Cloud, NetSuite, QuickBooks, along with the ability to explain the various configuration options and demonstrate sales order/invoicing processes.
  • Experience with Tax Automation: lead the implementation of tax engines, returns and/or exemption certificate systems for Avalara, TaxJar, Vertex, Sovos, Sabrix or similar software
  • Experience as a Tax Manager, Tax Accountant or bookkeeper for a business
  • Knowledgeable in APIs.

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 Belgium, Brazil, Canada, India, and the U.K.

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, or any other factor protected by law.

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