Carolina Vega Gañán
Hove,Brighton and Hove
Summary
Driven Client Account Manager / Customer Success Manager with extensive experience in Tax technology, SaaS compliance solutions, and customer lifecycle management. Currently a Strategic Client Account Manager at Avalara, I specialise in developing trusted client relationships, delivering measurable business value, and driving retention and expansion across global accounts. Passionate about customer success, I partner with clients to understand their compliance challenges and business goals, ensuring adoption of SaaS solutions that solve pain points and create tangible ROI. With a strong background in business development and account growth, I bring a consultative, results-driven mindset to every interaction — from executive-level strategy sessions to product demos and renewals. Bilingual (English & Spanish), I excel at enabling organisations to achieve compliance excellence while unlocking additional business value from their tax technology investments.
Overview
7
7
years of professional experience
6005
6005
years of post-secondary education
Work history
Client Account Manager (Strategic)
Avalara
10.2020 - 09.2025
- Building strong relationships with enterprise/strategic-level clients, ensuring their complex tax compliance and e-invoicing needs are met. Recognized for a customer-first mindset, consistently going beyond expectations to drive satisfaction, loyalty, and revenue growth
- Developing and executing strategic account plans driving retention, expansion, and measurable customer success outcomes.
- Serving as the primary relationship owner, engaging with executives and key stakeholders to strengthen partnerships and foster long-term client trust.
- Driving adoption of Avalara’s international Tax/ VAT compliance and e-invoicing solutions, ensuring seamless integration and high client satisfaction.
- Ensuring smooth contract renewals by delivering clear business value, aligning solutions to client goals, and maintaining high satisfaction scores, on face to face meetings or via zoom.
- Leading client-facing communications with tact and professionalism, including escalation tracking, triaging, and crisis management, to protect and enhance client relationships.
- Managing multiple client projects simultaneously, balancing priorities and delivering on strict deadlines with excellent organizational skills.
Head of Business Development
SimplyVAT.com
06.2020 - 10.2020
- Led sales and customer success strategies across inbound, outbound, partnerships, and marketing channels. Defined departmental goals and designed initiatives to deliver sustainable revenue growth.
- Introduced customer-centric processes that significantly enhanced satisfaction and strengthened long-term retention.
- Delivered 40% year-on-year sales growth through targeted business development and customer success initiatives.
- Improved conversion rates from 11% to 37% by implementing streamlined client engagement strategies.
- Analysed competitor activity for unique positioning in the marketplace.
- Mentored junior staff members to develop their skills and potential.
Business Development Manager
SimplyVAT.com
05.2019 - 06.2020
- Managed the Business Development team, ensuring excellence in customer engagement, VAT compliance solutions, and consultative sales.
- Established strong client relationships by delivering tailor-made VAT compliance solutions.
- Expanded client base, meeting and exceeding monthly acquisition targets.
- Created and delivered sales and VAT training programmes to maintain consistent, high-quality client interactions.
- Worked with marketing to launch campaigns aligned with emerging VAT trends.
- Represented SimplyVAT.com at industry events, speaking and networking with international clients.
- Guest speaker at the World E-commerce Forum Eurasia in Baku and events in Madrid and Barcelona focused on international vat/tax compliance
UK Merchants / Disputes / Multicurrency Accounts
American Express
11.2018 - 05.2019
- Delivered high-level service to UK and international merchants, ensuring operational efficiency, compliance, and positive client experiences.
- Managed disputes, chargebacks, and reconciliation processes.
- Advised clients on fraud protection measures and FCA regulatory compliance.
- Supported payment acceptance through technical troubleshooting of PDQ terminals.
- Provided onboarding and portal guidance for optimised data usage.
Education
University Specialist - Spanish for Scientific Purposes (Legal, Scientific, Commercial)
Universidad De La Rioja
03.2006
Bachelor of Arts - History of Arts
Universidad De Extremadura
Caceres06.1999
Graduate With Honours - History of Arts
Universidad De Extremadura
Caceres06.1998
A Levels - Literature, Maths, Latin, History, Art, Religion, Spanish
Instituto Suarez De Figueroa
Badajoz, SpainSkills
- Customer Success & Strategic Account Management
- Excellent technical attitude with the ability to analyse customer data
- Renewal Negotiations & Revenue Forecasting
- Stakeholder Engagement & Trusted Advisory
- Cross-functional Team Leadership and effective communication at all levels
- Consultative Upselling & Expansion
Hobbies and Interests
Travel & Languages – Exploring cultures, languages, and cuisines., Sports – Tennis, cycling, hiking, football
Accomplishments
Avalara Presidents Club Winner: 2022
Timeline
Client Account Manager (Strategic)
Avalara
10.2020 - 09.2025
Head of Business Development
SimplyVAT.com
06.2020 - 10.2020
Business Development Manager
SimplyVAT.com
05.2019 - 06.2020
UK Merchants / Disputes / Multicurrency Accounts
American Express
11.2018 - 05.2019
University Specialist - Spanish for Scientific Purposes (Legal, Scientific, Commercial)
Universidad De La Rioja
Bachelor of Arts - History of Arts
Universidad De Extremadura
Graduate With Honours - History of Arts
Universidad De Extremadura
A Levels - Literature, Maths, Latin, History, Art, Religion, Spanish
Instituto Suarez De Figueroa
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