- Provide first level response mainly through our Emerging Small Businesses (ESB) and Mid Market (MM) Businesses through our CRM and customer success tools maintaining high satisfaction ratings from customers and internal teams.
- Walk customers through the features of the product or service, connecting those features directly with customers' desired outcomes.
- Deliver on the customer lifecycle's experience at 60 and 180 day intervals.
- Serve as a point of escalation for customer issues, responding promptly and appropriately and engaging cross-functional teams and leaders when appropriate.
- Drive product adoption post-implementation ensuring time to value for the customer.
- Ensuring proactive customer engagement reducing unnecessary escalation and issues.
- Proactively manage at risk customers and develop get well plans to prevent churn.
- Work closely with Customer Account Managers to drive customer renewals.
- Identify further customer needs via upsell/cross-sell opportunities.
- Empathise with customers while keeping business solutions in mind.
- Quickly identify, address and respond to customer issues within business SLA.
- Provide product knowledge to all customers across the Avalara product portfolio.
- Learn, follow, and further implement the customer success process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
- Learn and use internal CSM tools & platforms to understand the entire picture and develop replies with correct information.
- Work as a liaison between customers, team leaders and product teams to provide feedback on roadmap features, customer feedback, and new product releases.
- Shift gears seamlessly while prioritising tasks, deal with ambiguous situations, and keep a calm demeanour when interacting with internal and external teams and customers.
- Build effective working relationships with internal stakeholders, fostering high-quality professional partnerships.
- Act as the internal advocate for the customer within Avalara, developing stakeholder network within the customer account and nurturing them to advocacy.
- Degree educated or equivalent.
- Minimum 2 years of experience in customer success and SaaS technologies with a proven track record of delivering customer solutions.
- Experience of working with emerging/small business customers at scale with a digital strategy, utilizing customer success technology such as Gainsight
- Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS, etc.
- Salesforce experience and Gainsight/CSM tools experience essential.
- GST, VAT and Indirect Tax experience desirable.
- Additional European language is preferred.
- Direct experience with hands-on premium support by providing excellent customer care and support at a SaaS software subscription business or similar high-tech company.
- Ability to build strong relationships internally and with customers to gain confidence, cooperation, and built trust.
- Makes sense of complex, high quantity, and sometimes contradictory information with competing priorities to identify optimal solutions with limited disruption.
- Professional and calm demeanour, emotionally intelligent, empathetic, customer focused with a growth mindset.
- Strong communicator, able to deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Independently motivated. Planning, organising, prioritising, and overseeing activities to efficiently meet business objectives and customers' desired outcomes.
- Experience in assisting multiple customers simultaneously.
- Proactive, able to recognise clues for additional customer needs to advance organisation's goals.
-
Supply Chain Manager
2 days ago
Morson Talent Brighton, United Kingdom Full timeSupply Chain Manager - Procurement Centre · 6 month contract · Remote · Competitive day rate (DOE) · Morson is delighted to be working in partnership with a major player within the UK energy sector, driving the transition to cleaner energy sources. They're the biggest generat ...
-
Head of Sales
1 week ago
PWS Technical Services (UK) Ltd Brighton, United Kingdom Full timeHead of Sales & Business Development · The successful candidate must possess high level business development and technical expertise from within the EV, street lighting, highways lighting, VMS or highways electrical sectors. The position is working from home, with travel required ...
-
Contracts Manager
1 day ago
Solos Consultants Ltd Brighton, United Kingdom Full timeOur Public Sector client is looking to recruit a Contract Manager on a 6 month initial contract. · The candidate will have M&E experience with a Water Safety focus, holding recognised qualifications in Water safety would be ideal, but is not essential. Experience in Contract Mana ...
-
Store Manager
1 week ago
Zachary Daniels Brighton, United Kingdom**Store Manager | Eastbourne | Salary up to £27,000 + Benefits + Bonus** · We are looking for a Store Manager for this high profile big box retailer who are enjoying a massive period of growth and success in Eastbourne. We are looking for a Store Manager to bring drive, enthusias ...
-
Audit & Accounts Manager
1 week ago
Pro Talent Brighton, United KingdomProTalent are currently working with a hugely successful accountancy practice in Brighton to recruit an ambitious manager who is looking to work towards partnership. · The firm: · - Well established and hugely successful accountancy firm with an outstanding reputation in the mark ...
-
Campaign Marketing Manager
1 week ago
LHH Recruitment Solutions Brighton, United KingdomAre you an immediately available Campaign Manager with experience in launching and monitoring successful marketing campaigns? LHH is recruiting a Campaign Manager on a 3-month day-rate contract, paying £300/day for a renowned global B2B SaaS business inBrighton. · The Campaign Ma ...
-
Export Parts Sales Manager
1 week ago
Crystal People Ltd Brighton, United KingdomExport Parts Sales Manager required for successful well-established business in Brighton, East Sussex. · The main purpose of the role will be to maintain existing and develop new part sales in line with the company's strategy. · Reporting to the Managing Director duties will incl ...
-
Corporate and Community Partnership Officer
2 days ago
YMCA Downslink Group Brighton and Hove, United Kingdom**CLOSING DATE - 14 April 2023 at midnight, with a proposed interview date of 25 April 2023.** · YMCA DownsLink Group are looking for a dynamic, creative and tenacious relationship builder to join our successful Fundraising and Communications team as **Corporate and Community Par ...
-
Operations Coordinator
2 days ago
Neptik Brighton, United Kingdom**Do you have at least 2 years admin/operations experience?** · **Are you an excellent multi-tasker with strong Excel skills and an eye for detail?** · **Would you like to join a rapidly growing International business with headquarters in Brighton?** · **Neptik is a leading lead ...
-
Senior Project Manager
2 days ago
Morgan Hunt UK Limited Brighton, United KingdomMorgan Hunt are working with a leading & progressive public sector organisation based in Brighton who are looking for a Senior Project Manager on a permanent basis. This is a fixed term role until March 2025. · Possess accreditation to Practitioner level in a widely recognized P ...
-
Second Voice Pro Brighton, United Kingdom**Ready to make your mark in the world of sales? Look no further** · At Second Voice Pro, we're on the hunt for a well organised Customer Success Manager who loves working with people to join our rapidly growing team. If you're ready to move beyond the ordinary and embrace an exc ...
-
Registered Manager
7 hours ago
ELITE SEARCH ASSOCIATES LIMITED Brighton, United Kingdom**Registered Manager** · **Domiciliary Care** · **Brighton, BN2** · **£37,000 - £43,000** · I am currently recruiting on behalf of a leading provider of domiciliary care for an established homecare branch based in Brighton. · This is an exciting opportunity for an experienced man ...
-
Secretary
1 week ago
Page Personnel Brighton, United KingdomStrong administrative background · - Good communication skills · **About Our Client**: · Our client is based in Brighton and in the Education and Training sector. · As a secretary your responsibilities will include: · - Acting as first point of cont ct for all visitors · - Answer ...
-
Head of Product
1 week ago
Access Computer Consulting plc Brighton, United KingdomHead of Product - Brighton - £85k · We have partnered up with a rapidly growing IT Service provider based in Brighton. This role be responsible for the commercial success of their portfolio of products and services. You will lead a team of product managers and specialists, and wo ...
-
Occupational Health Advisor
1 week ago
Gel Resourcing Ltd Brighton, United KingdomOccupational Health Advisor - Homebased · Our leading client is looking for an experienced Occupational Health Advisor, to work on a full-time, permanent basis, within their friendly and supportive team. · The Role: · - Predominately homebased, with the requirement to go to site ...
-
Senior Ea
1 week ago
Page Personnel Brighton, United KingdomHybrid working · - Great location in Brighton · **About Our Client**: · Our client based in Central Brighton operate within Financial Service sector. · The key responsibilities of a Senior EA will be; · - Administrative Support: Provide high-level administrative support to the CE ...
-
Nursery Manager
3 days ago
Blom and Blom Brighton, United Kingdom Full timeA position has become available for an experienced Nursery Manager an independent day nursery in Brighton. · This is a perfect opportunity for a creative and driven individual having scope and support to develop and implement your vision and ideas to deliver further success and g ...
-
Engineering Manager
5 days ago
Harris Lord Recruitment Brighton, United KingdomAre you an experienced people manager with an engineering background? · Do you embrace and drive change and strive for continuous improvement? · What an opportunity this is You will be responsible for managing and overseeing all engineering and production activities on the site. ...
-
Part Time DBS Cleaner
2 days ago
Blue Arrow - Eastbourne Brighton, United Kingdom Part timePart Time DBS Cleaner · £11.44 per hour · Monday - Friday · 16:00 - 20:00 · Must hold enhanced DBS · Our client in Brighton is seeking two mid-week cleaners to start immediately, for the next month. The successful candidates must already obtain an enhanced DBS certificate. · Res ...
-
Account Manager
3 days ago
Red Robin Recruitment Brighton, United KingdomWe have a fantastic opportunity for a SaaS Account Manager to be part of a global, market-leading SaaS provider. · With ambitious growth plans, they guarantee that your abilities will be encouraged and that all successes are shared and rewarded. · **Salary £40-50k DOE - plus comm ...
Customer Success Manager - Brighton, East Sussex, United Kingdom - Socotra, Inc.
Description
Overview
Want to kick off an exciting career with a fast-growing cloud technology business in a high growth area? Avalara is growing the International Customer Success Management team to support our customer base. The Customer Success Manager will be responsible for ensuring customer satisfaction, health and driving value to our customers. The main purpose of the Customer Success Manager (CSM) is to retain Avalara's current business, identify and mitigate risks, and support growth of key customers. The CSM works with customers to drive value derived from the Avalara's products and services supporting their desired business outcomes. The CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships.
listen to this short podcast with our International Senior Director of Customer Loyalty, Paula Whitmore, to hear why she joined to lead our commercial operations, what qualities she values in teammates, and more:
#AvaCulture
Responsibilities#LI-ML1
#LI-HYBRID
About Avalara About Avalara:
We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes — the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.
Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.
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.
Customer Success Manager professionals in Brighton
-
carlos pinha
International Accountant
-
Claire Conway
Administrator
-
Mohan Mahesan
Salesforce Business Analyst
-
Scott Parker
IT desktop support engineer
-
Lucy Osborne
Customer care professional
-
Anthony Rolland
Experienced Finance Director with extensive commercial, corporate and transformation experience at F ...