Sr. Strategic Customer Success Manager
Avalara
- Durham, NC
- Permanent
- Full-time
Job DutiesBullet points highlighting expected day to day tasks, essential to the job.
What You'll Need to be SuccessfulResponsibilities
- Provide first level response through our CRM and customer success tools maintaining high satisfaction ratings from customers and our teams.
- Walk customers through the features of the product or service, connecting those features directly with customers' desired outcomes.
- Support the customer lifecycle's experience at 60- and 180-day intervals.
- Be the point of escalation for customer issues, responding promptly and engaging cross-functional teams and leaders.
- Promote product adoption post-implementation ensuring time to value for the customer.
- Ensure proactive customer engagement reducing unnecessary escalation and issues.
- Manage at risk customers and develop get well plans to prevent churn.
- Work with Sales Executives to drive customer renewals.
- Identify further customer needs through upsell/cross-sell opportunities.
- Empathize with customers while keeping business solutions in mind.
- Identify and respond to customer issues within business Service level agreement.
- 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.
- Use internal CSM tools and 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.
- Build working relationships with company partners, promoting high-quality professional partnerships.
- Be the internal advocate for the customer within Avalara, developing partner network within the customer account and nurturing them to advocacy.
- Degree educated or equivalent.
- Minimum 2 years of experience in customer success and SaaS technologies with experience delivering customer solutions.
- Experience working with emerging/small business customers at scale with a digital strategy, using customer success technology such as Gainsight
- Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS.
- Salesforce experience and Gainsight/CSM tools experience essential.
- GST, VAT, and Indirect Tax experience desirable.
- 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.
- Experience making customers feel valued through quality service internally and with customers to gain confidence, cooperation, and built trust.
- Make sense of complex, high quantity, and sometimes contradictory information with competing priorities to identify solutions with limited change.
- Professional and calm demeanor, emotionally thoughtful, 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, organizing, prioritizing, and overseeing activities to efficiently meet business objectives and customers' desired outcomes.
- Experience in assisting multiple customers simultaneously.
- Proactive, able to recognize clues for additional customer needs to advance organization's goals.