Customer Experience Transformation Lead

4 days ago


Pune, Maharashtra, India Avalara Full time

Role Overview:

We are seeking an experienced Customer Experience Transformation Lead to join our team. As a key member of our customer success organization, you will play a critical role in ensuring customer satisfaction by demonstrating empathy, ownership, and responsiveness in managing customer inquiries, issues, and complex situations.

Key Responsibilities:

  • Drive customer experience transformation initiatives to improve customer satisfaction and loyalty
  • Manage enterprise customer situations related to Avalara's products, billing, account inquiries, maintenance, and general support needs
  • Collaborate cross-functionally with Enterprise Account Management, Global Support, Professional Services, Product, and Engineering teams to resolve complex customer challenges while ensuring a customer-centric approach
  • Be a situation owner and trusted advisor, driving resolution of issues while advocating for enterprise customer needs to internal teams
  • Maintain a deep understanding of Avalara's platform, customer integrations, product suite, and future product roadmap to better serve enterprise customers
  • Assess customer impact and provide internal business recommendations, including recommendations for potential concessions or service improvements
  • Identify and address gaps in internal processes and knowledge management that impact enterprise customer experience, driving continuous improvements
  • Manage internal collaboration to ensure swift issue resolution, reduce enterprise customer churn, and increase overall satisfaction

Requirements:

  • Bachelor's degree or equivalent experience
  • 8+ years of enterprise customer success, account management, or enterprise customer service experience within a software organization
  • Enterprise customer advocacy mindset with a passion for delivering exceptional experiences
  • Experience interpreting and responding to customer questions and requests across C-level stakeholders and technical teams, capable of handling high-stakes enterprise conversations
  • Excellent technical and problem-solving skills with the ability to drive issue resolution both internally and externally effectively
  • Familiarity with ERP, Billing, and Enterprise Systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, Salesforce)
  • Knowledge of compliance, sales tax, VAT, and regulatory requirements for enterprise businesses

Benefits:

Avalara offers a comprehensive benefits package, including competitive salary, paid time off, paid parental leave, health, wellness benefits, and inclusive culture and diversity initiatives.

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