Customer Excellence Consultant (Usage)

What You'll Do

What You'll Do

As a Customer Excellence Manager Usage( this is an individual contributor role), you will manage and resolve complex, you will analyze customer usage data to ensure subscription-related decisions. You will communicate findings to internal and external customers. You will troubleshoot discrepancies and partner with engineering and support teams to resolve issues.

You will ensure customer satisfaction, health and driving value to our customers. The main purpose of the Customer Excellence Manager is to retain Avalara's current business, find and address risks, and help grow important customers. This is a Night Shift role, with Work from Office.. You will report into Customer Excellence Lead.

Job Responsibilities

• Use Excel, Snowflakes, AWS and internal tools to extract and analyze customer usage data.
• Provide recommendations to revenue teams on upgrade and downgrade decisions based on usage data.
• Explain visually and verbally complex usage scenarios to customers.
• Identify systemic issues and partner with engineering teams to lead resolution.
• Maintain source of information and capture detailed documentation of customers usage situation.
• Provide recommendations for Usage improvements by identifying root cause and sharing customer feedback.
• Deliver multi-mode communications that convey a clear understanding of the needs of different audiences.
• Experience communicating the value of the product and its features to customers (verbal, written, video, in person).
• Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS.
• Comprehensive data validation from different sources Track case trends and metrics.
  
  
  

What You'll Need to be Successful

• Intermediate Excel skills (pivot tables, v-lookups, formulas) and understanding of databases and queries.
• Ability to research accounts and manage cases in Salesforce.
• Experience managing complex customer issues and delivering.
• Good technical and problem-solving skills coupled with the ability to identify resolution to problems.
• Minimum of 8 years of experience in customer support, analytics, or related field.
• Experience interpreting and responding to customer requests across stakeholder levels.
• Engage with customers to understand their issues, explain customer needs, and navigate challenging customer conversations.
• Able to quickly establish rapport and credibility with customers and cross-functional teams.
  
  
  

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.