Customer Excellence Consultant

3 weeks ago

pune, India Avalara Full time

What You’ll DoAs a Customer Excellence Consultant - Escalations and Usage (as Individual Contributor), you will manage and resolve complex, high–impact customer issues. You will oversee escalated customer concerns, provide strategic leadership and expertise to lead resolutions.This role is based in Pune and you will report to Sr. Manager, Customer Excellence. You will require to work from office in a Night Shift role US shift.Job DutiesBe 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. Use Excel, Snowflakes, AWS and internal tools to extract and analyze customer usage data.Provide recommendations to revenue teams on upgrade and downgrade decisions based on usage data.Explain visually and verbally complex usage scenarios to customers.What You'll Need to be SuccessfulExperience managing complex customer issues and delivering exceptional results.Minimum of 8+ 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.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.

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