Your Key Responsibilities

As a trusted advisor, you will assist customers in enhancing adoption and accelerating the realization of value from our Tax SaaS products. You will proactively anticipate client needs, ensure successful delivery, and provide expert guidance to help customers fully leverage the potential of our solutions. By partnering with Engagement teams, you will drive alignment and consistency across Indirect Tax SaaS customer interactions. Your empathy, combined with a strong focus on customer centricity, advocacy, and retention, will be key in maintaining high levels of customer engagement and satisfaction.

• Your responsibilities will include:
  • Conduct product feature overviews, best practices sessions, and in-depth product adoption audits for our Indirect Tax SaaS customers. 
  • Monitor client usage and identify opportunities for proactive outreach to offer assistance, identify potential issues, and provide solutions.
  • Develop product best practices content tailored for individual clients and for broader distribution. Run best practices webinars for customers.
  • Work closely with the Product team to incorporate product updates into content and client sessions.
  • Gather client feedback after each interaction and contribute to the Voice of the Customer program.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy, and ultimately retention.
  • Contribute to operational excellence of the SaaS CoE, helping to maintain internal stakeholders’ alignment and improve processes. 
  • Help to promote and streamline the operations of the SaaS CoE.

• Skills and Attributes for Success
  • 5+ years relevant work experience in customer success, strategic consulting or SaaS companies.
  • Extensive hands-on experience with SaaS tax technology platforms. 
  • Demonstrated ability to quickly learn and adapt to new technologies.
  • Proficient in engaging clients in meaningful conversations about the technology’s functionality and the business value it delivers.
  • A passion for delivering exceptional customer experiences and a commitment to helping clients succeed.
  • Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.

• Ideally, You’ll Also Have
  • Indirect Tax knowledge.
  • Strong technical understanding and experience with SaaS products.