What You'll Do:
At Avalara, our AI-first Customer Excellence organization ensures that every interaction is informed by data, powered by intelligence, and delivered with empathy. The Customer Excellence team focuses on reducing resolution friction for complex customer cases, protecting customer trust, and eliminating recurring issues.

As a Customer Excellence Manager on our Usage team, you analyze and explain complex AvaTax usage and billing for customers and Customer Account Managers (CAMs). You investigate how customers consume transactions, API calls, address validations, and reconcile data across multiple systems to produce clear, accurate explanations of usage and charges.

You will bridge technical usage data and customer-facing conversations, helping CAMs and customers understand billing, validate invoices, and resolve discrepancies. You also work across Product, Engineering, and Billing teams when issues involve connector behavior, data inconsistencies, or billing systems, and work with the team to address recurring usage issues.

You will report to Team Lead,



Customer Excellence. You will work from Pune office in hybrid model 2-3 days to office

What Your Responsibilities Will Be:
- Oversee Complex Customer Cases: Independently manage complex AvaTax usage and billing cases by auditing transaction use, API calls, and address validations to determine accuracy and root cause of discrepancies.
- Analyze and Reconcile Usage Data: Pull and reconcile data across Snowflake, Hex, Power BI, and Salesforce to produce, reliable views of customer usage where source systems may conflict.
- Explain Billing and Usage Clearly: Translate audit findings into explicit, structured explanations of how billing is calculated, why charges occurred, and whether invoices are accurate, enabling Customer Account Managers and customers to take action.
- Support CAMs and Customer Conversations: Partner closely with Customer Account Managers to support renewals, escalations, and billing dis

📌 Customer Excellence Consultant (Pune)
🏢 Avalara
📍 Pune