Manager, Customer Loyalty Avalara
THIS JOB HAS EXPIRED Job Description:
In this position, you will drive maximum life-time customer value as you recruit, train, and lead 5-15 Customer Account Managers representing over 1,500 existing accounts and $20M-30M in renewals and add-on sales.
Candidates must be disciplined and goal-driven, possess outstanding planning and time management skills, and bring strong customer facing skills and technical acumen. Experience with business accounting concepts, ideally emphasizing sales and use tax, is a strong plus. The ideal candidate likes to work with external customers and across departments within Avalara (Professional Services, Support, Marketing, and Product Management) to resolve issues and explore opportunities. Management candidates must also demonstrate strong leadership skills, providing their teams with clear goals and employing professional management, mentoring and motivational techniques to guide them to consistent success.
This role reports to the Director, Customer Loyalty.
Job Duties and Responsibilities:
Assume accountability for the retention and growth of Avalara contracts assigned to you in accordance with annual, quarterly and monthly metrics set by your manager.
Recruit, train, develop and lead 5-15 Customer Account Managers representing over 1,500 existing Avalara accounts and $20-$30M in annual renewals and addon sales.
Communicate a clear vision, plan and associated goals for success to your management and direct reports.
Ensure your team:
Executes a proactive customer contact strategy that ensures customer renewals and add-on product and services sales by providing their accounts with a timely and complete understanding of Avalaras product offerings.
Increases customer satisfaction by understanding business needs and recommending Avalara solutions that meet them.
Acts as an escalation point for your accounts; document problem description(s) with detail and record action steps taken in salesforce.com.
Identifies at risk renewals and collaborate with internal teams to secure them.
Monitors and tracks expected vs. actual product usage, purchasing business case validity and customer satisfaction.
Forecasts retention, sales, and satisfaction status for assigned accounts.
Take responsibility for the development and success of your assigned customer account managers, providing clear goals and strong leadership. Assist assigned CAMs as they complete their Avalara training, ensure their successful transition into their territories, and assist with challenging customer issues or opportunities escalated to you.
Experience and Skills:
Minimum 5 years recent experience in a sales, professional services or account management leadership position
Demonstrated success as a sales, professional services or account management leader selling in territories with more than 1,000 accounts and with sales quotas in excess of $10M per year.
Experience maintaining outstanding external customer relationships, including experience guiding angry or dissatisfied customers to mutually satisfactory solutions.
Solid communication, listening and writing skills
Able to work in a team environment with calm demeanor
Able to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
Excellent understanding of business accounting practices related to sales and use tax a plus. Good understanding of information systems implementation and support practices.
Able to work effectively with people of varied technical and finance backgrounds at entry through C level positions in both customer service and sales scenarios.
Organized and reliable: able to work independently with little direction when necessary. Self-starter with natural curiosity and technical agility
Strong leadership skills emphasizing hands-on coaching and mentoring techniques. Proven success setting clear goals for small teams and guiding team members to success through demonstration, motivation, and positive reinforcement.
Proven track record with a minimum of 5 years of business experience. A huge plus if you have knowledge of/experience in cloud based software in one or more of the following roles: account management, software consulting, renewals management, TAM (technical account management).
Experience in business accounting or audit, especially as it relates to sales and use tax compliance. Experience in the Business Intelligence, Enterprise Analytics, Enterprise Performance Management, Budgeting/Planning is a definite plus.
Successful track record in reaching or exceeding goals in: customer satisfaction, customer retention, and add on sales.
Solid knowledge of accounting/finance and experience using CRM systems (e.g. salesforce.com).
Recent experience leading small teams to success in either a management or player/coach role.
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, age, gender, national origin, disability, US Veteran status, or any other factor protected by Federal, state or local law.
Job Level: Management
Number of Openings: 1
Years of Experience: 5 - 7 Years
Level of Education: BA/BS
Starting Date : ASAP
||Falls Church, VA |
THIS JOB HAS EXPIRED