Job Description

:

Avalara is expanding its Customer Success Management team in India to revolutionize support for our customers through a proactive, digital-driven engagement approach.

We are seeking a motivated and detail-oriented Manager to lead the Retention Desk based onsite in Pune. This position will be an integral part of the larger CSM organization, focusing on the maintenance and renewal of customer subscriptions. The successful candidate will play a crucial role in leading the team that will handle renewal-related inquiries, managing billing and usage issues, and ensuring a seamless customer experience throughout the renewal process.

Responsibilities include:

- Train and lead a team of Retention Desk Customer Success Managers that address customer inquiries and issues related to renewals, including billing and usage questions.

- Track and gather key trends and challenges that are impeding customer value and adoption.

- Ensure team effectively and timely respond to digital led proactive renewal outreach and engage with customers to ensure a smooth and timely renewal process.

- Collaborate with the CAM and CSM Leadership to ensure partnership to identify opportunities for subscription challenges or downgrades based on customer needs.

- Ensure team follows the cancellation process for cancellation requests from customers.

- Collaborate with internal teams, including CAM, CSM, and CX, to address customer needs and challenges effectively.

What were looking for:

- Proven experience as a Manager and leading a Customer Success team or Renewals role, preferably in a software or subscription-based industry. Strong communication and interpersonal skills.

- Experience working North America customers is mandatory

- Detail-oriented with the ability to manage multiple tasks and priorities.

- Familiarity with CRM tools and customer success platforms.

- Willingness to learn, collaborative, comfortable with ambiguity / changing priorities as part of the start-up culture

- Demonstrates customer empathy and customer centric approach

- Experience collaborating with cross functional teams to support joint outcomes through customer lifecycles

- Demonstrated ability to communicate effectively via oral & written formats: PowerPoint, Excel skills are a must especially with multiple stakeholders / personas

- Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric

Preferred Qualifications:

- 3 5 years leadership Customer Success Management experience or similar

- Salesforce and Gainsight experience

- Proven record of meeting performance goals

IIM Jobs