Technical Account Manager

Job Summary:

The Technical Account Manager (TAM) is a critical member of Avalara’s customer support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise customers.

In this role, you will serve as the primary technical point of contact and escalation owner across multiple Avalara products, ensuring that support entitlement requirements are met and exceeded. You will be accountable for delivering an optimized, high-touch support experience by proactively addressing customer needs, coordinating cross-functional resolutions, and fostering trusted relationships.

Job Duties:

• Manage enterprise-level technical support requests through to resolution, ensuring a timely and effective response.
• Monitor and maintain ticket workload, tracking against KPIs, SLAs, CSAT, and TTR targets.
• Conduct in-depth ticket analysis, advanced troubleshooting, and issue replication.
• Establish and maintain clear communication and engagement with customers, keeping case records up to date in the tracking system.
• Provide advanced technical expertise on AvaTax, ECM, and SaaS ERP connectors (e.g., Microsoft Dynamics, NetSuite, Oracle).
• Lead troubleshooting sessions and host technical meetings with customers to address complex support needs and communicate progress and solutions effectively.

Qualifications:

• Minimum 3 years of experience supporting enterprise-level SaaS solutions and customers.
• Hands-on experience with mainstream ERP/CRM/accounting platforms such as NetSuite, Microsoft Dynamics/D365, SAP S/4Hana, Oracle, Salesforce, Magento, Shopify, SageX, or Workday.
• Strong judgment and skills in managing and maintaining long-term customer relationships.
• Proficiency in troubleshooting, root cause analysis, and delivering data-driven solutions.
• Experience with Salesforce for case management, ticket assignment, and driver analysis.
• Familiarity with API testing tools (e.g., Postman) and solid understanding of API integration and database-level diagnostics.
• Proven ability to navigate complex technical environments and organizational structures.
• Bring experience using AI and AI-related technologies, ready to excel in an AI-driven culture.
• Apply AI every day to challenges—improving efficiency, contributing solutions, and for your team, us, and our customers.
• Stay curious about new AI trends and best practices, and share what you learn so others can benefit too.
• Must be comfortable working US business hours across multiple time zones.