Customer Success Insights Senior Manager

Company: Avalara
Location: Durham
Posted on: May 24, 2023

Job Description:

Overview

We are building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make - every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there is an accompanying unique and nuanced tax compliance calculation.

Responsibilities

Avalara is investing in building out its Global Analytics & Insights team to actively engage partners to help envision and define strategies to drive growth, enter new markets, create new business models, and improve operational performance by leveraging Avalara's platform and capabilities. The Insights Team is responsible for engaging and advising senior leaders from our customers on how to grow their SaaS business and deliver additional value to their customers and partners leveraging Avalara.

Our Insights Team combines their practical experience in business transformation with strong analytical skills to align with executives on critical priorities and prescribe solutions to meet their objectives, such as: Creating new business models and driving operational efficiency using Avalara's capabilities. This team builds and develops trusted advisor relationships with customers, partners, and internally across Avalara. The team's experience and thought leadership is shared through executive interactions.

• Empower Customer Success (CS) organization with actionable insights around customer satisfaction, customer journey, and operational efficiency, thereby enhancing CS contribution to company's strategy
• Deliver real-time data and KPIs to help CS execs better understand customers behavior, optimize customers' use of products and services, increase retention/reduce churn by anticipating issues and identifying opportunities, and proactively improve customer support
• Work closely with the data platform and data visualization teams to implement an analytics framework required for marketing and sales insights
• Collaborate with CS organization to set the roadmap and prioritization for the CS data insights team. Look beyond the immediate tasks on the team to prioritize initiatives that will enable the team to scale to meet its future needs
• Manage, nurture and grow our CS insights team. Develop their skills and experience through investing time in detailed reviews of their work, coaching specific skill areas and collaborating on career development paths
• Develop executive engagement models, executive readouts, and business case content, as well as systems, to scale and measure and drive consensus among decision-makers
• Proactively identify and surface opportunities to increase marketing efficiency, improve conversion rates and optimize customer acquisition cost
  
  Key Activities Include
  
  • Build strategic vision for insights at Avalara to support Customer Success organization (over 700+ people departments)
  • Provide comprehensive day-to-day analytics support to customer success teams, develop tools and resources to empower data access and self-service so your expertise can be leveraged where it is most impactful
  • Develop prototypes to surface insights and share findings, make specific and actionable recommendations to influence business decisions
    Qualifications
    
    
    • Minimum of 12 years of work experience in data analysis, analytics, or business intelligence is required.
    • Bachelor's degree in technical or STEM major
    • Minimum of 4 years work experience with exploratory data analysis, prototyping, testing hypotheses, performing
    • Minimum of 5 years work experience using SQL or other data analysis languages to drive insights from data
    • Experience with BI tools (Tableau, PowerBI, etc.)
    • Highly adept at navigating cross-functional business processes and industry trends
    • Successful history of developing and growing strategic relationships at the senior level
    • Strong written and verbal communication skills, with deep experience presenting to senior management
    • Sound business judgment, proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and impacting results
      Preferred Qualifications
      
      • Minimum of 3 years management experience in developing a team of analysts, covering both individual development as well as overall team strategy
      • Prior experience in Customer Success Analytics
        Pay Range Details
        
        The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be
        different in other locations.
        
        Colorado: $125,200-$206,600 (annually)
        
        Washington: $125,500-$228,300 (annually)
        
        California: $125,500-$250,100 (annually)
        
        NYC: $138,300-$250,100 (annually)
        
        The pay range above is the general base pay range for a successful candidate in the state listed. The
        successful candidate's actual salary/wage may be based on various factors, such as geographic
        location, candidate experience and qualifications, as well as market and business considerations.
        This role is eligible for an annual bonus based on individual and company performance, depending on
        the terms of the applicable plan and the employee's role.
        
        Benefits
        
        Avalara's benefits for eligible employees includes company benefits such as medical, dental, and
        vision coverage, life, AD&D, and disability insurance, a 401(k) retirement plan, 17 days of paid
        time off annually, 12 paid holidays, paid parental leave, an employee assistance program, and
        subsidized transportation options for commuters.
        
        All benefits are subject to eligibility requirements and Avalara reserves the right to modify or change
        these benefits programs at any time, with or without notice, unless otherwise required by law.
        
        About Avalara
        
        We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make - every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes - the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.
        
        Avalara works with businesses of all sizes, all over the world - from corner stores to gigantic global retailers - to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.
        
        Equal Opportunities:
        Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

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