Manager, Customer Account Management

Tryavalara; Durham (NC); On-site; USD 110,000 - 170,000; Full time

Job summary

Avalara, a fast-growing cloud technology company in regulatory compliance, seeks a Senior Leader to guide a team of 8–12 Core Customer Account Managers in the Durham area. You will work across Customer Success, Professional Services, Support, Marketing, Go Live, and Product Management to maximize lifetime customer value.

You will report to the Senior Director, Customer Account Management and drive growth through strategic upsell and cross-sell initiatives while resolving issues and exploring

Qualifications

• 10+ years in sales and/or leadership roles.
• Experience driving upsell and cross-sell within existing customers.

Responsibilities

• Grow Avalara customers and exceed key metrics set by leadership.
• Promote upsell/cross-sell and manage complex contracts across 30 days to 1 year.
• Lead a growing team of Customer Account Managers (8–12).
• Communicate vision, goals, and progress to management and direct reports.

Skills

Leadership

Upsell / Cross-sell

CRM (Salesforce)

Sales strategy

Coaching & mentoring

Cross-functional collaboration

Team leadership

Tools

Salesforce

Job description

What You'll Do

Want to kick off an exciting career with a fast-growing cloud technology business in a complicated, exciting and high‑growth area of regulatory compliance?

You will guide maximum life‑time customer value as you lead a team of 8‑12 Core Customer Account Managers.

Experience with business accounting concepts, emphasizing sales. You like work with external customers and across departments within Avalara (Customer Success, Professional Services, Support, Marketing, Go Live, and Product Management) to resolve issues and explore opportunities. You will provide teams with clear goals and employ professional management, mentoring, and motivational techniques to guide them to success.

You will report to the Senior Director, Customer Account Management.

Must be located in Durham area. #LI-hybrid

What Your Responsibilities Will Be

• Assume accountability for growing Avalara customers and exceed annual, quarterly, and monthly metrics set by executive leadership and the board of directors;
• Promote upsell and cross‑sell growth of customers by understanding customer needs and recommending new add‑on solutions and building on upgrade sales to existing Avalara customers; manage sales cycles ranging from 30 days to 1 year, negotiate complex contracts.
• Lead a growing team of Customer Account Managers.
• Communicate a clear vision, plan, and associated goals for success to your management and direct reports.

What You'll Need to be Successful

• 10 years' experience in a sales and /or leadership position.
• Strong leadership skills emphasizing hands‑on coaching and mentoring techniques. Experience setting clear goals for teams and guiding team members to success through demonstration and positive reinforcement.
• Successful track record in reaching or exceeding goals in upsell and cross‑sell (existing customer) sales.
• Experience as a sales leader selling in small to mid‑market territories.
• Experience maintaining outstanding external customer relationships, including experience guiding dissatisfied customers to mutually satisfactory solutions.
• Work with people of varied technical and finance backgrounds at entry through C‑level positions in sales scenarios.
• Experience with business accounting practices related to sales. Experience with information systems implementation and support practices.
• Experience using CRM systems (e.g. salesforce.com) to manage account management activities including cases and opportunities.

Avalara is an AI‑first Company

AI is embedded in our workflows, decision‑making, and products. Success here requires embracing AI as an essential capability.

• You’ll bring experience using AI and AI‑related technologies, ready to thrive here.
• You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
• You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee‑run resource groups, each with senior leadership and exec sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.

We’ve already built an industry‑leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real – we're a billion dollar business – and we’re not slowing down until we’ve achieved our mission – to be part of every transaction in the world.

We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.