Strategic Technical Account Manager Remote Engineering

What You'll Do

The Strategic Technical Account Manager (STAM) supports the retention and growth of Avalara's highest-ARR customers by serving as their primary technical support resource. This role provides expert troubleshooting, proactive technical guidance, and structured engagement to ensure product stability and long-term customer success. The STAM builds trusted relationships and drives a preventative support approach that reduces risk and improves customer outcomes. The role also partners during hypercare to ensure a smooth transition from implementation to ongoing support.

How this Role Elevates Avalara (business, teams, customers)

From a business perspective, the STAM strengthens Avalara's relationships with its highest-value customers by delivering consistent, expert technical leadership. By resolving complex issues quickly and preventing recurring risk, this role protects revenue, reduces churn exposure, and reinforces customer confidence in Avalara's platform.

For our teams, the STAM improves operational stability and cross-functional alignment. Through structured feedback to Product and Engineering, this role helps identify systemic gaps, influence product improvements, and reduce support burden over time. Proactive engagement and risk identification support retention and expansion strategies in partnership with Customer Account Management.

For customers, the STAM provides a trusted technical partner who understands their environment, anticipates risk, and delivers clarity during high-impact situations. This proactive, relationship-driven approach increases platform reliability, improves customer experience, and drives long-term success.

Responsibilities

• Own a named portfolio of Avalara's highest-ARR customers, serving as the primary technical support lead and trusted advisor for all post-implementation needs.
• Resolve complex and high-impact technical issues by leading root cause analysis, coordinating cross-functional resources, and delivering timely, accurate solutions that minimize customer risk.
• Lead incident response and escalation management, including direct customer communication and internal alignment, ensuring adherence to contractual service level agreements, including a one-hour initial response requirement and any custom SLAs.
• Drive proactive account engagement through tailored outbound communications, technical health reviews, case trend analysis, and risk assessments to prevent recurring issues and improve platform stability.
• Partner closely with Customer Account Management to align on strategies that support retention, expansion, and overall account health.
• Support hypercare transitions from implementation to steady-state support, ensuring continuity and reducing disruption for strategic customers.
• Influence product and engineering teams by providing structured customer feedback and identifying recurring technical gaps that impact customer outcomes.

12-Month Success Signals

• Recognized by assigned enterprise customers as the trusted technical lead and primary escalation point for complex support matters, measured by best-in-class CSAT scores.
• Consistently meet or exceed contractual service level agreements, including one-hour initial response targets, while maintaining high resolution quality for high-impact cases.
• Reduce repeat case volume within the assigned portfolio by identifying and addressing systemic root causes.
• Deliver structured health reviews and risk assessments that contribute to measurable improvements in account stability and customer satisfaction.
• Influence at least three product or engineering enhancements that reduce support burden, improve platform reliability, or address recurring customer risk.
• Demonstrate quantifiable AI-driven performance gains, such as faster diagnostics, improved case documentation quality, enhanced knowledge sharing, or automation of recurring technical tasks.

AI Expectations

Avalara is an AI-first company. We expect every engineer, manager, and leader to actively leverage AI to enhance productivity, quality, innovation, and customer value. AI is embedded in our workflows,…