Manager, Customer Account Management

Avalara - Durham, NC

Full-time - Senior

Durham, NC

1,001-5,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Manager of Customer Account Management at Avalara is responsible for driving maximum lifetime customer value by leading a team of Customer Account Executives. This role emphasizes customer retention, growth, and satisfaction through effective management and mentoring. The manager will collaborate with various departments to ensure customer needs are met and explore future growth opportunities, while also setting clear goals and providing leadership to the team.

Responsibilities

• Drive customer retention and growth by exceeding metrics set by executive leadership.
• Forecast sales and retention status for assigned accounts.
• Increase customer lifetime value by understanding needs and recommending solutions.
• Manage sales cycles ranging from 30 days to 1 year and negotiate complex contracts.
• Ensure the team executes a customer management strategy to build relationships and support retention.
• Identify at-risk renewals and collaborate with teams to secure them.
• Coach, develop, and lead a growing team of Customer Account Managers.
• Communicate a clear vision, plan, and associated goals for success.

Requirements

• 10 years' experience in a sales leadership position.
• Strong leadership skills with hands-on mentoring techniques.
• Experience in setting clear goals for teams and guiding team members to success.
• Successful track record in customer retention and expansion sales.
• Experience selling to upper mid-market/Enterprise customers.
• Ability to maintain outstanding external customer relationships.

Nice-to-haves

• Experience with business accounting concepts, particularly sales and use tax.