Career Opportunities

Avalara is seeking an early tenure customer marketing manager to steer the experience for new customers. This person will drive programs which push Avalara to make good on the brand promise of ease and simplicity.

By delivering on this promise, the early tenure marketing manager will directly impact, and be measured on, corporate goals and key metrics.

This person should be incredibly good at breaking down silos to accomplish cross-functional goals. Including working with product teams, technology groups and customer-facing teams such as sales and support.

Under the umbrella of early tenure, this person will own the contact strategy initiative at Avalara.

Responsibilities:

Early Tenure and Contact Strategy

Supporting early tenure customer experience / onboarding customer experience including:

• Support all new products and existing products with designing welcome email series, enabling digitized onboarding and clear instruction that is aligned on between Learning, Product, Implementation Support and Account Management teams.
• Bridge on and off product experiences for new customers
• Understand and apply a customer-centric view on all programs designed.
• Document and align internal teams on instructions for how to onboard across products, order of operations if products are bundled
• Drive a seamless customer experience no matter their support plan, product purchased, where the customer lands internally
• Test into physical ‘welcome kit’
• Create or improve automation where possible

   

Build, manage and iterate on strategies for a complex set of contact types, purchase paths and mid-journey scenarios including:

• Identify opportunities for additional programs and to improve onboarding
• Build internal plan to scale the strategies across teams [ex: providing guidelines for new product launches]
• Plan for the unique needs of the many contact roles within a B2B organization [ex: what communication does the CFO need to receive vs the staff accountant?]

   

Responsible to improvement of corporate metrics:

• Deliver programs address the backlog of customers needing to “go live”
• Eliminate customer pain points, measured by an internal metric called “CPO”
• Improve customer satisfaction scores of customers exiting onboarding

Program management responsibilities could include:

In addition to driving strategy for early tenure, this role will plan and manage the contact strategy initiative at Avalara. They will be responsible for coordinating multiple workstreams within the initiative in order to meet the program goals. The early tenure marketing manager will oversee the entire process and offer strategic guidance to the cross-functional project teams. Some of the day-to-day program management responsibilities will include:

• Organizing and maintaining project plans
• Devising new programs that support key initiatives
• Setting and measuring sustainable goals for the initiative
• Evaluating and assessing the programs' strengths and weaknesses
• Monitoring projects and overseeing project teams to ensure momentum
• Meeting with stakeholders to discuss program status and goals

   

Requirements:

• 7-10 years related Marketing experience
• B2B SaaS marketing experience required
• Strong prior partnership with product teams and taking documentation into marketing-level objectives and communication
• Proven ability to translate complex into simplicity
• High-level management and leadership conversation and presentation skills
• Conflict resolution and problem-solving abilities
• Professional written and verbal communication skill
• Expert level multitasking skills