Avalara

What You'll Do

The Technical Account Manager is responsible for technical ticket management, strengthening customer satisfaction and expediting solutions for Enterprise customers. This requires being the technical escalation and point, across multiple products to meet support entitlement requirements, providing an optimized customer experience.

You will report to the Manager, Technical Support. You will work from the Pune office.

What Your Responsibilities Will Be

• Manage ticket workload, following KPIs, SLAs, CSAT, and TTR goals.
• Manage enterprise support requests through resolution.
• Conduct detailed ticket analysis, troubleshooting, and issue replication.
• Experience establishing communication and engagement with prospects with customers and maintain accurate records in the case tracking system.
• Provide advanced knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
• Participate in troubleshooting sessions, replicating issues, and hosting meetings with customers to address technical requests, providing communications.

What You'll Need to be Successful

• At least 3 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues in SaaS solutions.
• Experienced with a mainstream ERP/CRM/Accounting software package: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday or similar eComm systems is required.
• Judgment and skills in managing and maintaining customer relationships, being an advocate for their needs.
• Abilities in troubleshooting, root cause analysis, and providing proactive solutions based on data analysis and ticket trends.
• Proficiency in Salesforce for ticket queue management, including ticket assignment, workload analysis, and advanced ticket driver analysis.
• Familiarity with API testing tools like Postman and an excellent understanding of API functionality, database analysis, and data manipulation.
• Experience working collaboratively across multiple teams, demonstrating your ability to navigate complex organizational structures, technical solutions and drive customer-focused solutions.

Require work during US business hours across multiple time zones.