As a Customer Excellence Manager, you will help ensure customer satisfaction by demonstrating empathy, ownership and responsiveness in managing customer inquiries, issues, and complex situations. You will work both independently and collaboratively with partners to guide resolution, advocate for customer needs, and foster relationships across Avalara.

With a focus on delivering solutions, you will take ownership of customer situations, address concerns, and identify process improvements that enhance the customer experience. Your problem-solving and communication will accomplish meaningful outcomes for both customers and the business. #LI-Hybrid

• Manage customer situations related to Avalara's products, billing, account inquiries, maintenance, and general support needs.
• Collaborate with Account Management, Global Support, Professional Services, Product, and Engineering teams to resolve complex customer challenges while ensuring a customer-centric approach.
• Manage and be a trusted advisor, driving resolution of issues while advocating for customer need to our teams.
• Set clear expectations by communicating issue status, next steps, and resolution timelines to customers and our teams.
• Maintain an understanding of Avalara's platform, customer integrations, product suite, and future product roadmap to better serve customers.
• Assess customer impact and provide internal business recommendations, including recommendations for potential concessions or service improvements.
• Identify and address gaps in internal processes and knowledge management that impact customer experience, driving continuous improvements.
• Manage internal collaboration to ensure swift issue resolution, reduce customer churn, and increase overall satisfaction.

• Customer advocacy mindset with experience delivering exceptional experiences.
• Experience interpreting and responding to customer requests across C-level partners and technical teams, able to handle high-stakes conversations.
• Excellent technical and problem-solving skills with the ability to lead issue resolution (both internally and externally).
• 5+ years of customer success, account management, or customer service experience within a software organization.
• Bachelor's degree or equivalent experience.
• Familiarity with ERP, Billing, and Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce).
• Knowledge of compliance, sales tax, VAT, and regulatory requirements for businesses preferred.

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.

Learn more about our benefits by region here: Avalara North America

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, and this year we became a billion-dollar business. Our growth is real, and we’re not slowing down 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.

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.