Manager, Customer Account Manager

Overview :

You will drive maximum life-time customer value as you recruit, train, and lead a team of 7-10 Enterprise Customer Account Managers.

You must be disciplined and, possess outstanding planning and time management skills, and bring customer facing skills and technical acumen.

Experience with business accounting concepts, emphasizing sales and use tax, is a plus. You will work with external customers and across departments within Avalara (Professional Services, Support, Marketing, Go Live, and Product Management) to insure customer satisfaction and explore future growth opportunities .

You must also demonstrate strong leadership skills, providing their teams with clear goals and employing professional management, mentoring, and motivational techniques to guide them to success.

You will report to the Senior Director, Enterprise Customer Account Management. This is a hybrid role located in Durham, NC. #LI-hybrid

Qualifications :

Essential Functions and Responsibilities

Assume accountability for the retention and growth of Avalara customers and exceed annual, quarterly, and monthly metrics set by executive leadership and the board of directors;

Forecasts sales and retention status for assigned accounts.

Growth Increase growth of customer lifetime value by understanding customer needs and recommending new add-on solutions and building on upgrade sales to existing Avalara customers;

Manages sales cycles ranging from 30 days to 1 year, negotiates complex contracts.

Retention ensure team executes a customer management strategy to build relationships to support retention for existing Avalara accounts.

Identify at risk renewals and collaborates with our teams to secure them.

Coach, develop, and lead a growing team of Customer Account Managers

Communicate a clear vision, plan, and associated goals for success to your management and direct reports.

Required Skills

10 years' experience in a sales leadership position.

Strong leadership skills emphasizing hands-on coaching and mentoring techniques. Experience setting clear goals for teams and guiding team members to success through demonstration and positive reinforcement.

Successful track record in reaching or exceeding goals in : customer retention and expansion sales

Experience as a sales leader selling into upper mid-market / Enterprise customers

Experience maintaining outstanding external customer relationships, including experience guiding dissatisfied customers to mutually satisfactory solutions.

About Avalara :

We’re Avalara. We’re defining the relationship between tax and tech.

We’ve 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’s nearly 5,000 of us now.

Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.

We’re 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’ve 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’ve been different from day one. Join us, and your career will be too.

EEO Statement

We’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company we don’t 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.