Implementation Engineer

Customer Success | Durham, NC, United States,Remote, NC, United States

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Job Duties


  • Support Avalara's customers in setting up the connector between Avalara's Tax Engine and the customer's ERP, POS or Ecommerce platforms.
  • Assist customers in configuring their ERP, POS or Ecommerce platforms to support their sales tax processes and industry best practices
  • Track key aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions
  • 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

Qualifications


  • Demonstrated ability to install and configure one or more of the following ERPs: Sage 100, Sage 300, Sage 500, Sage Intacct, Dynamics GP, D365 Sales, D365 Business Central, Salesforce Sales Cloud, Stripe Invoicing, NetSuite, QuickBooks, along with the ability to explain the various configuration options and demonstrate sales order/invoicing processes.
  • 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
  • Eight or more years of software implementation, preferably within the B2B sector or relevant experience
  • Passionate about customer success, both individual customers and Avalara's customers
  • Goal-driven and self-motivated towards continual improvement in knowledge, efficiency, productivity, and customer service; Implementation engineers are measured on a combination of the number of projects successfully completed per month and the quality of the implementation
  • 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
  • Strong team collaborator, believing that the success of the group is as important as individual success
  • Flexibility, welcoming growth and change
  • Personify the Avalara Success Traits: Ownership, Simplicity, Curiosity, Adaptability, Urgency, Optimism, Humility
  • Bachelor of Science in Engineering/Information systems/IT

Preferred Qualifications


  • Understanding of Sales and Use Tax, VAT and GST is a plus
  • Conversant with API
  • 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
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