Customer Success Manager (Hybrid Job Location)
Location
Brighton, East Sussex | United Kingdom
Job description
Job Description
Overview
Want to kick off an exciting career with a fast-growing cloud technology business in a high growth area? Avalara is growing the International Customer Success Management team to support our customer base. The Customer Success Manager will be responsible for ensuring customer satisfaction, health and driving value to our customers. The main purpose of the Customer Success Manager (CSM) is to retain Avalara’s current business, identify and mitigate risks, and support growth of key customers. The CSM works with customers to drive value derived from the Avalara’s products and services supporting their desired business outcomes. The CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships.
🎧 listen to this short podcast with our International Senior Director of Customer Loyalty, Paula Whitmore, to hear why she joined to lead our commercial operations, what qualities she values in teammates, and more:
https://app.careerpuck.com/job-clip/avalara-paula-whitemore
#AvaCulture
Responsibilities
- Provide first level response mainly through our Emerging Small Businesses (ESB) and Mid Market (MM) Businesses through our CRM and customer success tools maintaining high satisfaction ratings from customers and internal teams.
- Walk customers through the features of the product or service, connecting those features directly with customers' desired outcomes.
- Deliver on the customer lifecycle’s experience at 60 and 180 day intervals.
- Serve as a point of escalation for customer issues, responding promptly and appropriately and engaging cross-functional teams and leaders when appropriate.
- Drive product adoption post-implementation ensuring time to value for the customer.
- Ensuring proactive customer engagement reducing unnecessary escalation and issues.
- Proactively manage at risk customers and develop get well plans to prevent churn.
- Work closely with Customer Account Managers to drive customer renewals.
- Identify further customer needs via upsell/cross-sell opportunities.
- Empathise with customers while keeping business solutions in mind.
- Quickly identify, address and respond to customer issues within business SLA.
- Provide product knowledge to all customers across the Avalara product portfolio.
- Learn, follow, and further implement the customer success process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
- Learn and use internal CSM tools & platforms to understand the entire picture and develop replies with correct information.
- Work as a liaison between customers, team leaders and product teams to provide feedback on roadmap features, customer feedback, and new product releases.
- Shift gears seamlessly while prioritising tasks, deal with ambiguous situations, and keep a calm demeanour when interacting with internal and external teams and customers.
- Build effective working relationships with internal stakeholders, fostering high-quality professional partnerships.
- Act as the internal advocate for the customer within Avalara, developing stakeholder network within the customer account and nurturing them to advocacy.
Qualifications
- Degree educated or equivalent.
- Minimum 2 years of experience in customer success and SaaS technologies with a proven track record of delivering customer solutions.
- Experience of working with emerging/small business customers at scale with a digital strategy, utilizing customer success technology such as Gainsight
- Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS, etc.
- Salesforce experience and Gainsight/CSM tools experience essential.
- GST, VAT and Indirect Tax experience desirable.
- Additional European language is preferred.
- Direct experience with hands-on premium support by providing excellent customer care and support at a SaaS software subscription business or similar high-tech company.
- Ability to build strong relationships internally and with customers to gain confidence, cooperation, and built trust.
- Makes sense of complex, high quantity, and sometimes contradictory information with competing priorities to identify optimal solutions with limited disruption.
- Professional and calm demeanour, emotionally intelligent, empathetic, customer focused with a growth mindset.
- Strong communicator, able to deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Independently motivated. Planning, organising, prioritising, and overseeing activities to efficiently meet business objectives and customers’ desired outcomes.
- Experience in assisting multiple customers simultaneously.
- Proactive, able to recognise clues for additional customer needs to advance organisation's goals.
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About Avalara
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 Brazil, Canada, India, U.K, Belgium and across Europe.
Equal Opportunities:
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.
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