Job Description
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 wo...