Technical Account Manager, BigCommerce
$58.3-98.6k
Open SaaS ecommerce platform
Posted today
Open SaaS ecommerce platform
1001+ employees
Posted today
$58.3-98.6k
1001+ employees
Company mission
To help merchants sell more at every stage of business growth, from small startups, to mid-market businesses, to large enterprises.
Role
Who you are
- 3+ years experience managing the technical aspects of an enterprise portfolio or direct client consulting within a fast paced environment
- Experience with eCommerce consulting, APIs, headless ecosystems, HTML, CSS, and JavaScript required
- Strong understanding of analysis of eCommerce websites for optimization and best practices
- 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
- Exposure to working closely with Design Agencies, App Developers, Project Managers, and Engineering teams
- Experience with the BigCommerce product is a plus
- Bachelor’s degree in business, marketing, or computer science related field or equivalent experience required
- Be outspoken and provide feedback to management that results in greater efficiency
- Be ambitious, self-motivated, goal-oriented, highly collaborative and extremely driven
What the job involves
- Manage a book of business, including Fortune 500 companies, where you will be responsible for providing our customers with proactive, strategic and operational technical guidance and consultation
- Be a technical resource that helps maintain and optimize your customer’s technical ecosystem
- Collaborate with Product and Engineering teams to understand, influence, and prioritize new features and the BigCommerce Roadmap ensuring customer success
- Develop and maintain Technical account level Run Books that document your customer’s architecture on the BigCommerce platform as well as integrations with third party solutions and applications
- Provide your clients with platform configuration support and conduct service reviews, focused on growth measures to mitigate case incidents
- Work closely with internal Support teams for case oversight and management, ensuring your client’s cases are aligned in accordance with your client's priorities
- Draw upon the collective knowledge within BigCommerce and the e-commerce and SaaS industries to lead technical Best Practice reviews with your clients ensuring they maximize the value from the BigCommerce platform and ecosystem
- Partner with your clients 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 client’s technology environment and recommend apps, integrations, features and partners aligned to your client’s business objectives
- Assist with high severity requests or issue escalations as needed, and manage the escalation through resolution
Our take
SaaS eCommerce platform BigCommerce is taking full advantage of the recent shift towards online shopping with its software that helps businesses of all sizes build and run eCommerce sites. Aside from providing a template for stores with functions including shipping and payment tracking, it also provides tools to cross-sell on other markets such as Amazon.
BigCommerce competes in this space with Shopify, another major eCommerce provider. While both companies have their adherents, BigCommerce's competitive advantage is in the sheer range of built-in features provided to its customers and the transparency of its pricing structure. While it can be more complicated to learn its flexibility is prized by the customers who have mastered its features. These include major brands such as Ted Baker, Skullcandy and Burrow to name just a few.
BigCommerce went public in 2020 with a valuation of almost $7 billion. Since then it has expanded aggressively into Europe and the Latin American market, including closing partnerships which enable BigCommerce vendors to sell on Mercado Libre. It is currently focusing on developing its enterprise offering as part of a shift towards profitability rather than continued market expansion as it seeks to navigate through the tricky economic situation for global eCommerce retailers in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2018
$64m
SERIES F
May 2016
$30m
SERIES E
Total funding: $219.2m
Company values
- Customers First: Our company exists to help merchants sell more. We make every decision and measure every outcome based on how well it serves our customers
- Think Big: Being the world's leading commerce platform requires unrivaled vision, innovation and execution. We never settle. We challenge our ideas of what’s possible to better meet the needs of our customers
- Make a Difference Every Day: We constantly push ourselves to be our best. We focus on solutions and arrive every day inspired to make an impact through our talents, passion and hard work
- Team on a Mission: BigCommerce is made up of amazing individuals, but it’s only through teamwork that we achieve greatness. We’re committed to helping our customers by working together with equal parts humility and ambition
- Act with Integrity: We’re honest, transparent and committed to doing what’s best for our customers and our company. We openly collaborate in pursuit of the truth. We have no tolerance for politics, hidden agendas or passive-aggressive behavior
Company HQ
Four Points Centre, Austin, TX
Articles
Leadership
Brent Bellm
(CEO, not founder)Before taking the role of CEO at BigCommerce in 2015, they were the COO at HomeAway and VP Global Product for PayPal.
Diversity, Equity & Inclusion at BigCommerce
- We foster a culture that encourages the inclusion of every employee by celebrating our individuality and our common values that bring us together. We strive to create an environment in which all employees can bring their whole, best, authentic selves to work and for everyone to feel a sense of acceptance and encouragement to come as they are
- Our differences make us unique and create the diversity we value. We commit to creating an environment where each of us is treated with response and dignity and the expression of each individual's perspective, thoughts and ideas is encouraged
- Greatness is inherent in all people, no matter their demographic background or personal experiences. We will take action to ensure that every individual has an equal opportunity to grow and achieve their maximum potential
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