Senior Enterprise Technical Account Manager

Avalara; United States; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Avalara is seeking a Staff Technical Account Manager to lead complex technical support for Enterprise customers, coordinating with Product and Engineering, and leveraging AI to accelerate investigations and customer outcomes.

You will own complex cases end-to-end, mentor TAMs, and collaborate across ERP/CRM/eCommerce integrations including NetSuite, D365, SAP, Salesforce, and Oracle to improve resolution times and knowledge assets.

Qualifications

• Bachelor’s degree in computer science, IT, engineering, or related field.
• 7+ years of proven experience handling complex technical issues in SaaS, APIs, integrations, or similar environments.

Responsabilités

• Lead complex enterprise support tickets from assignment to verified resolution, coordinating with engineering when needed.
• Perform advanced troubleshooting and root-cause analysis across ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, Workday).
• Ensure high-quality Jira tickets with clear reproduction steps, impact, and urgency; drive timely resolution.
• Mentor and guide other TAMs, share knowledge via sessions and trainings, and contribute to knowledge assets.

Connaissances

Strong troubleshooting

API analysis

Customer communication

SLA-driven support

Cross-functional collaboration

Formation

Bachelor’s degree in CS/IT/Engineering

Outils

Jira

Confluence

Salesforce

SAP

Description du poste

Avalara is seeking a Staff Technical Account Manager to lead complex technical support for Enterprise customers, coordinating with Product and Engineering, and leveraging AI to accelerate investigations and customer outcomes.

You will own complex cases end-to-end, mentor TAMs, and collaborate across ERP/CRM/eCommerce integrations including NetSuite, D365, SAP, Salesforce, and Oracle to improve resolution times and knowledge assets.