Sr Manager, Implementation and Technical Support

Overview

The Manager Implementation and Technical Support is responsible for leading and managing a team of Vertical Market Industries professionals across 3 services to ensure the delivery of high-quality implementation and technical assistance to customers. This role involves managing the day-to-day operations of implementation and technical support personnel implementing efficient support processes to enhance customer communication and satisfaction, to drive rapid issue resolution and service implementation.

As part of the Technical Assistance Center (TAC), you will be expected to live by our 'Cult of the customer' philosophy and will be held accountable for increasing the overall satisfaction of customers, through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics, and contributing to an environment of accountability, growth, and positive employee morale

*We're opening this role to candidates located in commuting distance from our Durham, NC office as this will be a hybrid role.*

Responsibilities

• Manage and mentor Implementation Specialists and Technical support personnel
• Experience managing complex projects, facilitating client conversations, leveraging technical aptitude, and collaborating cross-functionally to set up clients for success
• Leads by example, holds themself to the absolute highest standards, is someone people want to work with and for
• Oversee the implementation and support operations, ensuring timely and effective resolution of customer issues, inquiries and implementations
• Creative thinker and can rapidly problem-solve
• Demonstrated expert-level process and project management skills
• Comfort working with API's and both modern and legacy software applications
• Comfortable dealing with technical information and ability to translate technical capabilities into customer benefits
• Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions
• Ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment
• Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs)
• Interact directly with Senior Management within multiple departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience
• Analyze implementation and support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery

Qualifications

• 2-4 years of experience in property tax knowledge required
• BA/BS degree in Computer Science or a related field, or equivalent practical experience
• 5+ years of experience building and leading technically focused, customer-facing, advanced experience personnel
• Experience in managing international teams is required
• Effective team collaborator and motivator, across multiple functional areas
• Hands-on experience implementing, troubleshooting, and supporting internet-based and/or desktop, commerce applications
• Strong independent decision-making, organizational, planning, and problem-solving skills
• Experienced in Salesforce or other CRM
• Expertise in creating data driven reporting metrics
• Advanced issue troubleshooting skills for the most efficient implementation, resolution and/or escalations
• Proven ability to execute in a customer focused environment
• Exceptional judgment with a strong analytical mind and ability to implement services and support complexed customer environments
• Demonstrated ability in setting strategy, driving performance, consistently producing superior results, and cultivating ownership while enforcing company policies
• Relentless focus on process improvement and execution
• Demonstrated excellent written and verbal communications skills with strong documentation skill sets; highly organized with the ability to multi-task and manage shifting priorities on tight deadlines
• Must have strong presentation skills and be comfortable presenting in front of large groups, including executives and clients

About Avalara

About Avalara:

We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make - every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes - the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world - from corner stores to gigantic global retailers - to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.

Equal Opportunities:

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.