Technical Account Manager

What You'll Do

• The Technical Account Manager role is a, high-visibility opportunity to work directly with Avalara's most important customers. If you're excited to combine technical depth with customer impact, we'd love to hear from you.
• You will report to the Senior Manager, Product Support.
• You will work from our office in Pune.

What You'll Do:

• The Technical Account Manager (TAM) E-Invoicing & Live Reporting is an important member of Avalara's customer support organization, responsible for managing strategic enterprise relationships and ensuring compliance with local regulatory demands.
• You'll be the primary technical contact and escalation point for high-value customers using Avalara's E-Invoicing and Live Reporting (ELR) solutions.
• You'll deliver, expert technical support and customer experience, while being a trusted partner in helping customers meet complex regulatory requirements.
• You'll work with our teams across product, engineering, compliance, and support to resolve technical issues and advocate for your customers' needs.

What Your Responsibilities Will Be:

• Be the primary technical advisor for assigned enterprise accounts using Avalara's ELR solutions.

• Ensure resolution of complex technical issues and escalations, meeting enterprise-level expectations for responsiveness and accuracy.

• Troubleshoot integration challenges, API errors, platform behaviors, and data formatting issues (e.g. XML, UBL).

• Manage technical case workload and provide regular customer updates with transparency and urgency.

• Maintain detailed understanding of each customer's compliance requirements, technical environment, and integration architecture.

• identify recurring issues and collaborate with our teams to guide improvements and reduce customer effort.

• Represent customer needs internally and help prioritize development and compliance updates.

• Create documentation and technical knowledge resources to reduce friction and improve support outcomes.

• Stay current on changes in the e-invoicing regulatory landscape and Avalara's product roadmap.

What You'll Need to be Successful

What You'll Need to Be Successful:

• Bring experience using AI and AI-related technologies, ready to excel in an AI-driven culture.

• Apply AI every day to challengesimproving efficiency, contributing solutions, and for your team, us, and our customers.

• Stay curious about new AI trends and best practices, and share what you learn so others can benefit too.

• Have 3 years of experience in a technical support or technical account management role supporting enterprise or high-value SaaS customers.

• Demonstrate experience establishing communication and engagement with prospects with senior technical and partners.

• Show a ability to work through complex issues involving data formats, integrations, and platform behavior.

• Excel at managing priorities, escalations, and in a high-accountability, customer-facing environment.

• Bring hands-on troubleshooting experience using logs, tools, and data diagnostics.

• Be comfortable working both independently and collaboratively across global teams

What Will Set You Apart:

• Experience with electronic invoicing systems such as PEPPOL, SAF-T, or similar.

• Familiarity with RESTful APIs and structured data formats like XML, UBL, JSON.

• Background in ERP platforms, tax compliance, FinTech, or accounting software.

• Technical knowledge in SQL, networking, or data analytics.

• Prior experience with Avalara's product suite or similar platforms.

What Success Is:

• You've built trusted relationships with assigned enterprise accounts and understand their technical environments.

• You've resolved complex technical issues and guided integrations with confidence.

• You've identified improvements that reduced customer effort and escalations.

• You've acted as a internal advocate for your customers, influencing roadmap priorities based on real-world needs.

Who You Are

• You're motivated by helping customers solve complex technical and compliance problems.

• You remain calm, and deliver with urgency.

• You're comfortable speaking with developers, compliance leads, and executives alike.

• You take ownership and even when the path is difficult.

• You enjoy learning to changing technical and regulatory landscapes.