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Customer Excellence Manager

2 months ago

Pune, India Avalara Full time

What You’ll Do

As a Customer Excellence Manager (Escalations), you will manage and resolve complex, high–impact customer issues. You will oversee escalated customer concerns, provide strategic leadership and expertise to lead resolutions.


Job Duties

  • Be an primary owner and contact person for critical escalations.
  • Conduct 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 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 CX leadership team with outcomes and clear action plan.
  • Should have experience with global customers, especially in US.
  • This is a Night Shift role, with Work from Office.


What You'll Need to be Successful

  • Experience managing complex customer issues and delivering exceptional results.
  • Minimum of 5 years of experience in customer service or related field.
  • Effective communicator across stakeholder levels. 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.
  • Great technical and problem-solving skills coupled with the ability to identify resolution to problems.