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Technical Account Manager
Avalara Technologies
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
What Youll Do
You will report to the Manager, Technical Support. You will work from the Pune office.
The Technical Account Manager is responsible for technical ticket management, driving customer satisfaction and expediting solutions for Enterprise customers. This requires acting as the authoritative technical escalation and ownership point, across multiple products to meet support entitlement requirements, providing an optimized customer experience.
What Your Responsibilities Will Be
- Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals.
- Own enterprise support requests through resolution.
- Conduct detailed ticket analysis, troubleshooting, and issue replication.
- Communicate clearly 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.
- Engage in troubleshooting sessions, replicating issues, and hosting meetings with customers to address technical requests, providing timely communications.
What Youll 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.
- Proven exceptional judgment and skills in managing and maintaining strong customer relationships, acting as an advocate for their needs.
- Strong 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 functional areas, 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.
Employment Type: Full Time, Permanent
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What people at Avalara Technologies are saying
Technical Account Manager salary at Avalara Technologies
reported by
4
employees
with 4-12
years exp.
₹11
L/yr - ₹15.9
L/yr
21%
less
than the average Technical Account Manager Salary in India
View more details
What Avalara Technologies employees are saying about work life
based on 273 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Avalara Technologies Benefits
Submitted by Company
Employee Assistance Program Childcare Reimbursement Program Flex-Wallet Healthcare Benefits Wellbeing Benefits
Submitted by Employees
View more benefits 
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Avalara Technologies Pune Office Location
Pune, Maharashtra Office
Headquarter
7th floor, Amar Sadanand Tech Park (ASTP, Sadanand Estates, Baner Rd, opposite AMAR BUSINESS PARK, Veerbhadra Nagar, Baner
Pune, Maharashtra
411045
411045
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