Manager Renewals

Avalara Technologies

3 - 8 years

7 - 12 Lacs

Pune

Posted:1 day ago| Platform:

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Skills Required

visualforce cpq sfdc apex salesforce project management order management salesforce lightning business analysis triggers javascript sales sales force development salesforce crm data loader java html crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

What You'll Do

Technical Expertise & Customer Support
: Serve as a Subject Matter Expert for AvaTax and related Connectors, providing in-depth technical support to customers and internal teams via email and direct interaction, ensuring timely and accurate issue resolution.
Issue Management & Collaboration
: Troubleshoot technical problems, document all customer interactions, escalate complex issues to engineering, and collaborate with cross-functional teams including engineering and product management to drive solutions.
Customer-Centric Approach
: Uphold Avalaras Cult of the Customer philosophy by improving customer satisfaction through process enhancement, workflow optimization, and achieving performance metrics.
Flexible Work Schedule
: Support customers across US and/or EMEA time zones, with availability for afternoon, evening, or night shifts as required.

What Your Responsibilities Will Be

Customer Support & Issue Resolution:
Serve as a primary contact for external customers via phone, chat, and email, owning Tier 2 technical issues for AvaTax and related Connectors through to resolution while maintaining high-quality documentation and meeting SLA/CSAT targets.
Technical Proficiency & Problem Solving:
Develop intermediate to advanced knowledge of AvaTax, Connectors, and the Avalara product portfolio; set up test environments, reproduce and log bugs in Jira, and proactively identify potential issues through system monitoring and usage analysis.
Collaboration & Continuous Improvement:
Work closely with Tier 1/2 teams, QA, and cross-functional departments to drive process improvements, contribute feedback to product teams, and support internal and external training initiatives through documentation.
Documentation & Accountability:
Create and maintain user-friendly support content (e.g., FAQs, manuals, guides), adhere to company policies, and take on additional responsibilities as needed to support team goals and deadlines.

What You'll Need to be Successful

Education & Experience:
Bachelors in engineering, MCA, or MCS with 3+ years in technical support for software/SaaS products, including 1.5+ years in support-focused roles, and hands-on expertise with APIs and mainstream ERP/CRM/Accounting platforms (e.g., NetSuite, SAP, Salesforce, Oracle, etc.).
Technical & Analytical Skills:
Strong problem-solving capabilities, advanced Microsoft Excel proficiency, experience with support ticketing systems, and proven ability to manage support queues and complex case escalations independently.
Customer Focus & Communication:
Excellent written and verbal communication skills, with a customer-first mindset, effective relationship management, and the ability to navigate challenging situations professionally.
Work Ethic & Soft Skills:
Demonstrates Avalara Success Traits (Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity), with high organizational skills, self-motivation, sound business judgment, and a collaborative, cross-functional working style.

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