• Work with intermediaries (Brokers, GA's, TPA's) and customers within an assigned territory • Responsible for building strong partner relationships within the assigned territory and act as their liaison • Focus on assigned block of business and identify opportunities for premium growth • Provides initial training to Brokers/Customers on our EB360 platform • Accountable for the end-to-end account management experience of assigned cases • Oversees the renewal process for all cases within the assigned book of business and partners with the Sales Executive on strategy • Respond to customer needs proactively • Provide management and project teams with updates on accounts and problem solve • Identify alternative solutions • Monitor opportunities and organize marketing plans to grow current membership or cross-sell other products • Understand benefit offerings of group insurance and policy language • Provide excellent post-sale customer service and solve escalated issues • Travel as needed to develop, build and maintain strong broker/consultant and client relationships • Maintain up-to-date broker/client information on company applications, business plans and legal requirements • Develop strong partnerships with sales, marketing, underwriting, billing, eligibility, claims and customer service

Role Description We are looking for a Customer Account Manager - Enterprise to join our Strategic Business Development Team, reporting to the Sr. Director, Strategic Business Development. In this role, you will focus on growing existing Avalara Included (Private Label Partners) customers across the U.S. This role is a remote role. - Develop strategic relationships with partners across customer organizations, acting as a trusted advisor from daily users to executive levels to understand their goals and compliance needs. - Demonstrate value and engage customers to ensure they are maximizing the benefits of their current investments and understanding the value of additional features and products. - Improve Annual Recurring Revenue (ARR) targets by creating and expanding a pipeline of opportunities within assigned accounts, identifying cross-sell and upsell opportunities, creating compelling business cases, and achieving quota. - Provide forecasts and risk analyses, tracking customer interactions within CRM tools such as Salesforce, while leveraging AI-driven data insights to optimize your pipeline. - Develop and refine comprehensive account plans aimed at delivering sales targets and exceeding customer expectations. - Lead negotiations to secure favorable terms, close deals, and exceed revenue goals. - Analyze customers' pain points and compliance goals, offering tailored solutions that align with their team goals, and proactively following up to assess satisfaction and identify revenue opportunities. - Collaborate with Partner Onboarding, Marketing, Sales, Product, and Customer Success teams to provide a cohesive, seamless customer experience. - Track and report on key metrics, including the number of completed launch projects for signed partners. Qualifications - 8+ years of experience in a customer success, account management, sales, or a related field, with experience in a quota-carrying B2B sales role selling to an existing customer base. - Sales management practices, including opportunity generation, pipeline management, forecasting, and balancing multiple sales opportunities. - AI Bar-Raising mindset with the ability to adapt to new technologies and use data analysis tools to work smarter and deliver creative solutions. - Expert-level skills in Excel and data analysis, with experience creating data visualization dashboards to track metrics for named accounts. - Work collaboratively across teams and manage multiple customer opportunities simultaneously. - Experience using CRM software (e.g., Salesforce), project management software, and data tracking systems. - Experience establishing communication and engagement with prospects for sales calls, product presentations, webinars, and in-person meetings. - Bachelor's degree in Business, Communications, or a related field. - Background in SaaS, Data Analysis, or Data Science, with Microsoft Power BI experience. Requirements - The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations. - Colorado $110,700-$177,180 [annually] - Washington $110,700-$195,720 [annually] - California $110,700-$214,440 [annually] - NYC $122,280-$214,440 [annually] - The pay range above is the general base pay range for a successful candidate in the state listed. - This role is eligible for the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the applicable plan and the employee's role. Benefits - In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. - Benefits vary by location but generally include private medical, life, and disability insurance. - Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. - We have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

• Develops and executes strategies that will create access to students, employees and key contacts within targeted accounts. • Executes persuasive presentations and drives focused on the member value proposition to recruit targeted audiences to the registry. • Account Manager develops collaborative partnerships with both internal and external stakeholders, leading without authority to drive alignment and coordination across the member recruitment teams. • Effective communication requires marketplace intelligence, evaluation of partners’ business needs and perspective on changing dynamics within the geography. Provides sound business recommendations and demonstrates a keen ability to prioritize and execute on current and future opportunities. • Demonstrates knowledge of Cell Therapy landscape to include pathways/guidelines. Ability to articulate how NMDP partnership is important to the donor and patients we serve. • Account Manager will demonstrate focused and comprehensive strategic account planning skills. AM will develop effective business plans to enhance ethnically diverse members through well-defined strategies and tactics. • Monitors and tracks performance of existing initiatives and adjusts accordingly based on sound business decisions.

• handling inbound operational support requests • troubleshooting reported issues • qualify each request, gather all the information needed for resolution • escalate to Product and Engineering with a clean, actionable brief • keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships • Track every open bug and feature request from intake → triage → fix → release → MSP communication • Run the weekly bug triage with Product and Engineering