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Technical Account Manager - Remote

BigCommerce

BigCommerce

IT, Sales & Business Development
Ireland · Remote
Posted on Friday, March 15, 2024

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast-growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2023 Great Place to Work, is looking for a Technical Account Manager based out of our Cork or London locations. In this role, you will operate as the lead technical point of contact for any and all matters specific to your customers and advise some of the most exciting and fastest growing merchants in eCommerce. By developing a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors you will offer industry leading advocacy, drive client revenue growth, and help our clients Sell More!!

What You’ll Do:

  • Manage a book of business, including Fortune 500 companies, where you will be responsible for providing our customers with proactive, strategic and operational technical support.
  • Drive accountability within your book of business that increases your customer’s revenue, drives customer retention, and improves NPS.
  • Be a technical resource that helps stabilize and grow your customer’s technical ecosystem.
  • Develop and maintain account level Personalized Run Books that document your customer’s architecture on the BigCommerce platform as well as integrations with third party solutions and applications.
  • Provide your customers with platform configuration support, and conduct service reviews, focused on growth measures to mitigate case incidents.
  • Work closely with your customers in Support case oversight and management, ensuring customer cases are aligned in accordance with your customer’s priorities.
  • Draw upon the collective knowledge within BigCommerce and the industry to lead technical Best Practice reviews with your customers ensuring they maximize the value from the BigCommerce platform and ecosystem.
  • Partner with your customers to personalize information that is impactful to their BigCommerce store regarding maintenance and product feature releases, as well as future plans centered around the BC Roadmap.
  • Participate in reoccurring business reviews (to Executive Leadership) of your book of business and recommend business plans that result in year over year growth.
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Evaluate your customer’s technology environment and recommend apps, integrations, features and partners aligned to your customer’s business objectives.
  • Assist with high severity requests or issue escalations as needed, and manage the escalation through resolution.

Who You Are:

  • 3+ years experience managing an enterprise portfolio or direct client consulting within a fast paced environment
  • Experience with foundational online marketing principles and best practices in the following areas - SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content (i.e. blogging and videos)
  • A customer-focused internal advocate, focused on driving growth throughout the clients life cycle.
  • Experience with eCommerce consulting, APIs, headless ecosystems, HTML, CSS, and JavaScript required
  • Exposure to working closely with Design Agencies, App Developers, Project Managers
  • Excellent time management skills
  • Excellent written and verbal communication and relationship skills
  • Experience with the Bigcommerce product is a plus.
  • Bachelor’s degree in business, marketing, or computer science related field or equivalent experience required.
  • Energetic, enthusiastic, and agile
  • Be outspoken and provide feedback to management that results in greater efficiency
  • Be ambitious, self-motivated, goal-oriented, highly collaborative and extremely driven

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Diversity, Equity & Inclusion at BigCommerce
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com.