Terry Arndt

Senior Director, Customer Insights & Strategic Programs @Avalara

Less taxing, more relaxing - to being a part of every transaction in the world. I joined a little start-up with a big vision in 2008. My journey started as the company’s first account manager supporting 3K customers. But like everyone in a new start-up, I helped wherever help was needed - sales, demoing, implementation, retention, escalation management, collections, event planning, and more. 2008 and 2010 Impact Player of the Year. My responsibilities grew along with the company – primarily focused on the growth, retention, and satisfaction of our customers and partners. Leading the account management of our largest customer segment (Emerging Market) to stepping into a leadership role supporting 800+ staff, 20K+ customers, and $1B in recurring revenue. 2020 Sales Club winner. Consistently top 2 revenue generating managers (account management) 20••••20. Top manager for eNPS Gallup scores. In 2020, my role transitioned to company leadership - supporting mergers and acquisitions, training and enablement, internship programming, automation and efficiency initiatives, customer engagement programs – including launching the Veterans of Avalara employee resource group, new employee mentoring, and other roles to drive Avalara’s growth. My primary role is to ensure Avalara delivers on its value proposition to our customers – creating the fastest, easiest, most accurate and affordable way to manage tax compliance. I do this by influencing our leadership team to continually improve 4 key company metrics – Time to Value, Customer Engagement, Time to Resolution, and Quality of Service. This involves a deep understanding of each business unit, as well as leveraging data, to identify areas of opportunity to improve the customer, partner, employee, and shareholder experience. I provide monthly read-outs on the performance of these metrics to our CEO, CFO, and President; as well as produce a quarterly deck for the Board of Directors. 2022 Customer & Partner Success Award Winner