Job Description

Overview:As a Technical Account Manager, you\'ll drive the resolution of critical technical issues for enterprise customers. Your role will involve acting as a liaison between customers and internal teams, helping to streamline communications and expedite solutions. By managing and analyzing support tickets, you\'ll directly contribute to achieving SLA and customer satisfaction goals, enhancing the overall customer experience and fostering long-term relationships.In this onsite role, you\'ll start your day by reviewing and prioritizing support tickets, ensuring timely responses and escalations where necessary. Throughout the day, you\'ll engage in troubleshooting sessions, replicating issues, and hosting meetings with customers to discuss their technical challenges and provide updates. You\'ll also collaborate with cross-functional teams, including documentation, development, and product, to advocate for customer needs and drive continuous improvement in the products and services offered. Qualifications:

• A BE, MCA, or MCS degree, or equivalent practical experience, ensuring a solid foundation in technical knowledge and problem-solving skills.

• At least 3 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues.

• Proven exceptional judgment and skills in managing and maintaining strong customer relationships, acting as an advocate for their needs.

• Strong abilities in troubleshooting, root cause analysis, and providing proactive solutions based on data analysis and ticket trends.

• Proficiency in Salesforce for ticket queue management, including ticket assignment, workload analysis, and advanced ticket driver analysis.

• Familiarity with API testing tools like Postman and understanding of API functionality, database analysis, and data manipulation.

• Experience working collaboratively across multiple functional areas, demonstrating your ability to navigate complex organizational structures and drive customer-focused solutions.

About Avalara:We\xe2\x80\x99re Avalara. We\xe2\x80\x99re defining the relationship between tax and tech.We\xe2\x80\x99ve 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\xe2\x80\x99s nearly 5,000 of us now. Our growth is real, and we\xe2\x80\x99re not slowing down - not until we\xe2\x80\x99ve achieved our mission - to be part of every transaction in the world.We\xe2\x80\x99re 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\xe2\x80\x99ve 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\xe2\x80\x99ve been different from day one. Join us, and your career will be too.EEO StatementWe\xe2\x80\x99re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company \xe2\x80\x94 we don\xe2\x80\x99t 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.

Avalara