Note: The job is a remote job and is open to candidates in USA. Avalara is a leading cloud compliance platform company that processes millions of tax returns annually. They are seeking a Strategic Technical Account Manager to support their highest-ARR customers by providing expert technical guidance and ensuring long-term customer success through proactive engagement and relationship building.
Responsibilities
- Own a named portfolio of Avalara’s highest-ARR customers, serving as the primary technical support lead and trusted advisor for all post-implementation needs
- Resolve complex and high-impact technical issues by leading root cause analysis, coordinating cross-functional resources, and delivering timely, accurate solutions that minimize customer risk
- Lead incident response and escalation management, including direct customer communication and internal alignment, ensuring adherence to contractual service level agreements, including a one-hour initial response requirement and any custom SLAs
- Drive proactive account engagement through tailored outbound communications, technical health reviews, case trend analysis, and risk assessments to prevent recurring issues and improve platform stability
- Partner closely with Customer Account Management to align on strategies that support retention, expansion, and overall account health
- Support hypercare transitions from implementation to steady-state support, ensuring continuity and reducing disruption for strategic customers
- Influence product and engineering teams by providing structured customer feedback and identifying recurring technical gaps that impact customer outcomes
Skills
- Bachelor's degree in Information Technology, Computer Science, Business
- 5 years of experience in technical account management, customer success, or customer or partner support roles
- Experience supporting enterprise or high-revenue customers
- Experience leading complex issue resolution and coordinating cross-functional teams
- Working knowledge of networking concepts, application programming interfaces, and common enterprise resource planning and eCommerce platform workflows
- General knowledge of SaaS-based application support models and incident management processes
- Ability to conduct root cause analysis and translate technical findings into clear customer communication
- Strong written and verbal communication skills with the ability to engage technical and business stakeholders
- Ability to manage multiple high-priority accounts while meeting defined service level agreements
- Strong problem-solving skills and sound judgment in high-impact customer situations
- Experience using AI and AI-related technologies
Benefits
- In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
- Benefits vary by location but generally include private medical, life, and disability insurance.
- Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture.
- We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.
Company Overview
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