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Sr. Customer Excellence Manager

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Avalara

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Pune, +1

AI generated summary

  • You need 10+ years in customer service, experience with executives, a track record in resolving complex issues, strong rapport-building skills, and excellent technical problem-solving abilities.
  • You will manage critical escalations, conduct root cause analyses, document issues, implement resolution plans, collaborate on process improvements, track metrics, and present findings to the Executive team.

Requirements

  • Minimum of 10 years of experience in customer service or related field.
  • Experience engaging with executive leaders.
  • Proven track record of managing complex customer issues and delivering exceptional results.
  • Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.
  • Able to quickly establish rapport and credibility with customers and cross-functional teams.
  • Excellent technical and problem-solving skills coupled with the ability to identify resolution to problems.

Responsibilities

  • Serve as primary owner and point of contact for critical escalations.
  • Conduct thorough investigations and root cause analysis of complex customer problems.
  • Clearly document the status of issues, customer conversations, and next steps; document root cause upon resolution.
  • Develop and implement effective resolution plans, ensuring timely communication and follow-up with customers.
  • Collaborate with cross-functional teams to identify process improvements to prevent future escalations.
  • Track and analyze escalation trends and metrics.
  • Summarize and share findings with our Executive team with outcomes and clear action plan.
  • This is a Night Shift role, with Work from Office.

FAQs

What is the job title for this position?

The job title is Sr. Customer Excellence Manager.

Where is this position based?

This position is based in the Pune office and is an onsite role.

What shift does this job operate on?

This is a Night Shift role.

What is the primary responsibility of the Sr. Customer Excellence Manager?

The primary responsibility is to manage and resolve complex, high-impact customer issues surfaced from the executive team.

How many years of experience are required for this position?

A minimum of 10 years of experience in customer service or a related field is required.

Will this role involve engaging with executive leaders?

Yes, the role requires experience in engaging with executive leaders.

What kind of skills are necessary for success in this role?

Excellent technical and problem-solving skills, as well as strong ability to understand customer issues and articulate needs, are necessary.

Are there any benefits offered in addition to a compensation package?

Yes, benefits include paid time off, paid parental leave, and potential bonuses.

Is there support for diversity and inclusion within the company?

Yes, Avalara strongly supports diversity, equity, and inclusion as part of its business practices and culture.

What resource groups does Avalara offer to its employees?

Avalara has a total of 8 employee-run resource groups, each with senior leadership and executive sponsorship.

What is Avalara’s mission?

Avalara's mission is to be part of every transaction in the world.

Is there room for career growth within the company?

Yes, Avalara has experienced significant growth and encourages career advancement opportunities for its employees.

What approach does Avalara take towards employee ownership and achievement?

Avalara instills passion in its employees through the trust placed in them, emphasizing ownership and achievement.

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Avalara

Tax compliance done right.

Technology
Industry
1001-5000
Employees
2004
Founded Year

Mission & Purpose

Avalara makes tax compliance faster, easier, more accurate, and more reliable for 30,000+ business and government customers in over 90 countries. Tax compliance automation software solutions from Avalara leverage 1,200+ signed partner integrations across leading ecommerce, ERP, and other billing systems to power tax calculations, document management, tax return filing, and tax content access. Visit avalara.com to improve your compliance journey.