Director, Customer Onboarding & Go Live

What You'll Do

You will be reporting to the VP- Customer Onboarding & Go Live. You will be working from the Pune office in a hybrid shift.

As the Director of GoLive, you will help ensure our customer expectations are not only met but exceeded during the onboarding process. You will manage the daily operations of customer onboarding, drive continuous improvements, and build an engaged, high-performing team. Your efforts will directly improve customer satisfaction and retention, making you an important player in our success. Join our dynamic team and contribute to an exciting and.

Qualifications

• Bachelor's degree in applicable field.
• 10+ years of leadership experience.
• 5+ years of broad-based tech industry experience.
• Experience with SaaS solutions and cloud technology.
• Proven ability to lead and manage at senior levels.
• Experience leading Operations teams in a customer-facing environment.
• Ability to diagnose process and technology improvement opportunities and clearly articulate potential.
• Driving continuous improvement and focusing on achieving measurable outcomes.
• Customer-centric mindset to deliver deep and outstanding customer experience.
• In-depth understanding of customer onboarding best practices, process optimization, and change management.
• Familiarity with CRM software, project management tools, and data analytics platforms.
  
  

What You'll Need to be Successful

• You will need to have a background in leading large, fast-growing teams
• You will need to have the ability to build a workplace culture
• You will need to demonstrate abilities to create solutions to complex situations
• You will need to have the ability to empower change
• You will need to have experience employing start-up principles in a growth-focused business, contributing to developing business infrastructure and scaling in a competitive environment.
• You will need to ensure an exceptional customer experience by establishing best practices, standardized procedures, and effective communication channels throughout the onboarding and go-live phases.
• You will need to collaborate with Sales, Customer Success, Product, and Engineering teams to ensure alignment and seamless integration of new clients.
• You will need to lead, mentor, and develop a high-performing team of onboarding specialists and project managers, fostering continuous improvement.
  
  

About The Team

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.