- You will build, lead, and mentor technology teams (Development, Admins, Service Desk) in India.
- Foster a culture of collaboration, innovation and learning.
- Design and implement a 24/7 global technical support desk to enhance customer service delivery.
- Oversee software development teams, ensuring agile practices and project delivery.
- Architect and deploy enterprise solutions (SFDC, CRM platforms, customer support systems) to improve operations.
- Manage digital transformation plans aligned with organizational goals.
Ensure appropriate development, configuration and testing and support of system functionality for:
- Quote to Cash - Salesforce CPQ, Dell Boomi, Salesforce Billing
- Lead to Sale - Salesforce CRM, other middleware (ZoomInfo, LeanData, LinkedIn Sales Navigator)
- Onboarding to Renewal - Salesforce Service Cloud, Gainsight, Drift Chatbot, Salesforce Communities.
- Partner with global leadership to align India operations with international standards.
- Manage vendor relationships and negotiate contracts for cost-effective technology solutions.
- Identify automation opportunities to improve system performance and user experience.
- Establish Goals to measure team productivity and service quality.
- Collaborate with and manage agreements for Service providers. Negotiate the best agreement for Avalara and our customers.
What you'll Need to be Successful
- Experience in solution design and enterprise architecture with experience leading technology transformation, automation and scaling strategies at enterprise companies
- 15+ years in technology leadership roles, including hands-on experience with SFDC, CRM platforms (eg, Salesforce, HubSpot), and customer support systems (eg, Zendesk, Freshdesk).
- Experience building 50+ member teams and managing global support operations.
- Experience in solution design and enterprise architecture with experience leading technology transformation, automation and scaling strategies at enterprise companies
- Proficiency in cloud platforms and DevOps practices.
- Grasp of ITIL frameworks and SaaS product lifecycle management. Solid grasp in an Agile development environment with engineering principles.
- Experience with data and creating systems that meet security and compliance requirements. Experience with SOX, PCI, SOC2, and IT audit controls of a public company.
- Degree in Computer Science, Computer Engineering, Information Systems or other related field. Certifications in SFDC, ITIL or PMP/PgMP.
