Senior Enterprise Technical Account Manager — AI-Driven Support

Avalara; United States; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Bonus potential

Private medical insurance

Paid time off

Job summary

Avalara is seeking a Senior Technical Account Manager to guide enterprise customers, manage complex technical tickets, and drive rapid resolutions. You will leverage AI-assisted workflows, collaborate with Product and Engineering, and maintain strong communication throughout the case lifecycle.

Ideal candidates have 5+ years in SaaS/API support, deep ERP/CRM experience, and a proven ability to improve case quality and escalation processes while protecting engineering capacity.

Qualifications

• 5+ years of proven experience in handling complex technical issues in SaaS APIs or similar environments.
• Strong troubleshooting and root-cause analysis skills.
• Experience with ERP/CRM/eCommerce platforms and integrations.

Responsibilities

• Provide leadership and mentorship to TAMs and share advanced troubleshooting of APIs and ERPs.
• Own a portfolio of Enterprise customers with premium support entitlement.
• Lead complex support cases from assignment to verified resolution with deep product analysis.

Skills

SaaS APIs

ERP/CRM integrations

Troubleshooting

Jira

Confluence

AI in support

Customer communication

SLA management

Education

Bachelor’s degree in CS/IT or related field

Tools

NetSuite

Microsoft Dynamics

Salesforce

SAP

Shopify

Oracle

Job description

Avalara is seeking a Senior Technical Account Manager to guide enterprise customers, manage complex technical tickets, and drive rapid resolutions. You will leverage AI-assisted workflows, collaborate with Product and Engineering, and maintain strong communication throughout the case lifecycle.

Ideal candidates have 5+ years in SaaS/API support, deep ERP/CRM experience, and a proven ability to improve case quality and escalation processes while protecting engineering capacity.