Sr. Product Manager – Prospect, Customer & Partner Support (R7877)

Job Description

Job Summary

Avalara is going through a rapid growth phase worldwide. To support this growth, Avalara is increasing its focus on digital assets and experiences to drive better engagement, conversion and satisfaction across the lifecycle.

As a product manager, you will be responsible for defining and launching digital content, tools and experiences that drive greater engagement with visitors and better satisfaction with our customers & partners. Our ideal candidate is a strategic, organized, forward-looking performer, who can articulate a vision and build momentum behind it. You are comfortable navigating complexity, influencing diverse stakeholders and can effectively partner with commercial and technical teams to drive solutions. You lead by example, have a customer first mindset, a sense of urgency, and an exceptional ability to foster collaboration. If that sounds like you, we want to talk to you.

Job Duties

• Deliver impact and results by defining success metrics, OKRs, analyzing data for insights, prioritizing what to build, and coordinating with partner teams to align efforts to business strategies
• Communicate and collaborate by articulating the why and "what" customer problem to solve, working with others, and balancing their point of view with solicited input of others
• Inform strategy by monitoring competitors, understanding customer needs and technical designs of products to serve them
• Define how public and proprietary content, tools and community based interactions can drive value for our prospects, customers and partners
• Build consensus on e2e in product support experience and define a compelling roadmap to continuously drive value
• Drive delivery working with commercial and engineering teams
• Be rigorously data driven in defining solutions and measuring outcomes
• Collaborate with Marketing, Sales, Legal, Customer Success, Business Development and other product teams to drive adoption and process enhancements
• Champion the customer and customer value

Qualifications

• 5+ years experience in product management or equivalent, preferably in B2B SaaS and/or eCommerce
• Demonstrated experience leading the strategic vision, defining the E2E customer journey, and successfully implementing in product support capabilities (Knowledge Base, Communities, Chat)
• Proficient at translating and connecting business needs with the platform's functional capabilities in a complex, matrixed environment
• Track record of leading products from inception through launch, in a complex cross domain environment
• Understanding of UI and API driven workflows and experience defining full stack experiences
• Experience driving visitor engagement and customer satisfaction using content, tools and compelling UI experiences
• Experience with agile development methodologies and tools
• Demonstrated experience partnering cross-functionally, including external partners
• Strong attention to detail
• Team player who can drive results through influence and enthusiasm
• Exceptional written and oral communication skills, with experience conducting executive-level briefings and demos both internally and with customers
• Bachelor's Degree in technology, business, accounting, or equivalent; MBA desirable

Preferred Qualifications

• Prior experience with one or more of the following areas using modern digital techniques is a huge plus
• Lead generation, digital marketing, and prospect engagement
• Customer and / or partner engagement
• Customer and / or partner support
• Experience launching user communities and driving engagement
• Experience with fintech, accounting or tax technology products