• Technical Account Manager Jobs in United States Of America - 23631666

  • Avalara
  • United States Of America, Usa
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

Job Summary

The Technical Account Manager is responsible for technical management and health maintenance for Enterprise customers This involves acting as the authoritative technical escalation and ownership point, across multiple products to meet support entitlement levels, driving ticket resolution

As a TAM in the Technical Assistance Center (TAC), you will drive higher technical satisfaction than other cohorts and gain a comprehensive familiarity with Enterprise customers operational environment, to leverage for troubleshooting and guidance The TAM will forge a positive and lasting relationship with key customer representatives

Job Duties

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
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 the existing and new product offerings

Qualifications

Exceptional judgement and customer relationship management
Minimum of 3 years experience supporting enterprise level software and/or customers
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 SF use 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
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

Preferred Qualifications

BA/BS degree in Computer Science or a related technical field, or equivalent practical experience

Technical interworking with all other relevant products in Avalara Portfolio
AvaTax
Avalara Excise
Communications
OEM connectors
D365, Dynamics AX/GP/NAV, Sage

Technical abilities to include the following
Database analysis
Database structural knowledge
competency in APIs and data manipulation
Relational knowledge of customer/certificate/data feed/ data source
Ability to perform complex trouble shooting for all data logistics elements

Familiarity with one or more of the programming/scripting languages Java, C , C#, NET, or JavaScript, Perl, Python, PHP, SQL preferred
Ability to perform complex trouble shooting for all data logistics elements
Mastery of data flows between customer and Avalara products
Background in accounting and taxation

About Avalara

Avalara helps businesses of all sizes achieve compliance with transaction taxes, including sales and use, VAT, excise, communications, and other tax types The company delivers comprehensive, automated, cloud-based solutions designed to be fast, accurate, and easy to use The Avalara Compliance Cloud platform helps customers manage complicated and burdensome tax compliance obligations imposed by state, local, and other taxing authorities throughout the world

Avalara offers more than 600 pre-built connectors into leading accounting, ERP, ecommerce and other business applications, making the integration of tax and compliance solutions easy for customers Each year, the company processes billions of indirect tax transactions for customers and users, files more than a million tax returns, and manages millions of tax exemption certificates and other compliance documents

Headquartered in Seattle, Avalara has offices across the US and overseas in the UK, Belgium, Brazil, and India More information

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 17th Mar 2020

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