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 clear, 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 discussions with accurate usage insights and explanations.
- Drive Cross-Functional Resolution: Work with Product, Engineering, and Billing teams to resolve issues related to connector behavior, data inconsistencies, and billing systems.
- Identify Patterns and Reduce Repeat Issues: Analyze trends across cases to identify recurring issues and contribute to fixes that reduce future escalations.
- Contribute to Proactive Usage Programs: Support team initiatives that investigate systemic usage issues, improve customer communication, and reduce future billing confusion.
- Maintain High Quality Case Documentation: Document findings, assumptions, and resolutions clearly to ensure consistency, reduce rework, and improve team efficiency.
- Leverage AI for Efficiency and Insight: Use AI tools to summarize case histories, identify patterns, recommend actions, and improve response quality.

What You'll Need to be Successful:

- Consistently meets or exceeds TTR, CSAT, and First Response SLA targets
- Successfully manages complex and high-impact cases independently
- Demonstrates reduction in repeat issues through proactive identification
- Recognized as a reliable resource for handling escalations within the team




- Maintains high documentation quality with zero avoidable rework
- Provides meaningful contributions to process improvements or knowledge assets
- Demonstrates measurable efficiency gains through AI adoption

Qualifications :

- 6+ years of experience in Customer Support, Customer Success, or related roles in a SaaS or technology environment
- Bachelor's degree in Business, Finance, Commerce, or a related field
- Demonstrated experience handling complex customer issues or escalations
- Experience assessing the severity of customer issues, skills with experience investigating and reconciling data across multiple systems.
- You use AI tools to analyze data, reconcile discrepancies, and produce clear, structured outputs in a customer or operational context
- You translate complex data into clear, structured explanations for non-technical partners
- Experience working with enterprise tools such as Salesforce and Netsuite and working familiarity with data or reporting tools (e.g., Snowklake, BI platforms)
- Familiarity with SaaS billing models or usage-based pricing

LI-Hybrid

Avalara is an AI-first Company: AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.- You’ll bring experience using AI and AI-related technologies, ready to thrive here.-

- You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

How We'll Take Care of You: Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Perks vary by location but generally include private medical, life, and disability insurance.

Inclusive

📌 Customer Excellence Consultant (Pune)
🏢 Avalara
📍 Pune