Note: The job is a remote job and is open to candidates in USA. Avalara is an AI-first company that provides a cloud compliance platform connecting tax and technology. The Strategic Technical Account Manager supports the retention and growth of high-value enterprise customers by serving as their primary technical support lead, resolving complex issues, managing incidents, and providing proactive technical guidance. The role also partners with account, product, and engineering teams to improve customer outcomes, platform stability, and support processes.
Responsibilities
- Oversee 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 technical issues by leading root cause analysis, coordinating resources, and delivering accurate solutions that minimize customer risk
- Lead incident response and escalation management, including direct customer communication and internal understanding, ensuring adherence to contractual service level agreements, including a one-hour initial response requirement and any custom service level agreements
- Promote 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 with Customer Account Management to agree 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 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
- Conduct root cause analysis and translate technical findings into clear customer communication
- Experience establishing communication and engagement with prospects with the ability to engage technical and partners
- Manage multiple high-priority accounts while meeting defined service level agreements
- Problem-solving skills in customer situations
- You'll bring experience using AI and AI-related technologies, ready to thrive here
Benefits
- Paid time off
- Paid parental leave
- Many Avalara employees are eligible for bonuses
- Private medical insurance, varying by location
- Life insurance, varying by location
- Disability insurance, varying by location
- Access to 8 employee-run resource groups with senior leadership and executive sponsorship
Company Overview