Technical Account Manager
Avalara
- Pune, Maharashtra
- Permanent
- Full-time
Responsibilities
- Own TAM technical support issues through resolution
- Perform timely support ticket analysis and response for enterprise cases. Including issue replication, research, root cause analysis and document accordingly
- Consistent attainment for SLA and C-SAT goals
- Host informative or escalation meetings with enterprise level customers
- Act as a customer advocate and liaison with design, development, product and support teams for all customer issues
- Participate in meetings with customers and program management teams, providing ticket disposition and additional information as deemed necessary
- Ensure up to date knowledge of customers current and future environment
- Establish trusted advisor relationship with key customer contacts
- Identify customer challenges and mitigate where applicable
- Create knowledge articles and documentation to support internal and external customers
- Drive development ticket resolution to support customers’ issues and requests
- Provide advanced support for designated Avalara Partners
- Understand and become technically conversant in existing and new product offerings
- Education: BE or MCA or MCS
- Minimum of 3 years’ experience supporting enterprise level software and/or customers
- Exceptional judgement and customer relationship management
- Critical thinking/analysis to include
- Troubleshooting the most efficient resolution or escalation
- Prioritization of open development tickets
- Data analysis feedback to Product teams on opportunity areas
- Pro-active suggestions based on ticket trends
- Expertise in Salesforce and ticket queue management to include:
- Ticket assignment base on skill set
- Workload analysis and assignment balancing
- Advanced ticket driver analysis and root cause identity
- Proven ability to execute in a customer focused environment and advocate for customers across a cross-functional organization.
- Highly organized, ability to prioritize tasks and work with minimal direction.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
- Advanced issue troubleshooting skills for the most efficient resolution and/or escalations
- Strong team collaborator across multiple functional areas.
- Experienced in API testing tool; Postman or equivalent
- Minimum of 2 years’ proven experience working as a Technical Account Manager (TAM), supporting enterprise level software and/or customers
- And/or Proficiency in technical workings of at least two core Avalara applications, to include:
- API functionality (Function and error identification)
- Campaign management
- Certificate application, management and system flow through
- AvaTax connector functionality (Big 5)
- Customer Relationship Management
- Mastery of data flow between customer and any relevant Avalara products
- And/or proficiency in operation and technical workings of Returns Excise and AvaTax Excise
- And/or proficiency in operation and technical workings of Communications applications and services
- Experience with mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems
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.