Associate Customer Success Manager, BigCommerce
Open SaaS ecommerce platform
Job no longer available
Open SaaS ecommerce platform
1001+ employees
Job no longer available
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
- 1+ year of experience is required in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment
- Must have strong working knowledge/background of eCommerce and marketing ecosystem
- Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical
- Familiar 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)
- Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease
- Comfortable stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, and ensuring team members and clients are positioned for success
- Familiarity with presenting individual and team-based metrics to senior leadership teams
- Proficient in Salesforce, Microsoft Office Suite, and Google Apps
- Bachelor’s degree in business, marketing, computer science, or related field or equivalent experience preferred
What the job involves
- BigCommerce , named a 2021 "Best Place to Work" in several cities, is looking for an Associate Customer Success Manager
- As an Associate Customer Success Manager, you will represent BigCommerce while advising our e-commerce merchants, provide industry-leading advocacy, drive merchant revenue growth, and help our merchants be successful and Sell More!
- Be a trusted advisor, and drive the adoption of the platform and partner/product solutions that provide value for your merchant's business
- Advise merchants on best practices to optimize their user experience, recommending apps, integrations, features, services, and partners that best align with their goals and objectives
- Have a good understanding of the merchant’s goals and objectives, and recommend strategic initiatives to drive growth and in turn reduce churn and downgrades within the book of business
- Responsible for driving revenue retention, strategic engagement, reducing churn/downgrades, upsells, and cross-sells within the pool of Enterprise Accounts
- Responsible for driving renewal conversations and partnering with the cross-functional teams to renew/retain the merchant on the platform
- Research and understand your client’s industry and business to provide best practices, success planning, and guidance to help them grow and achieve key strategic outcomes
- Use consultative selling techniques to provide value to our merchants while recommending the appropriate solutions to take their business to the next level
- Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and the key attributes of our most successful merchants
- Lead the resolution of key issues impacting customers and lean on leadership for support and guidance
- Develop and maintain accurate forecasts and effectively maintain detailed and accurate notes of all account-related activities to achieve goals and set KPIs
- Conduct strategic business reviews, roadmaps, and other scaled engagements with your clients to implement plans that drive their growth and achieve shared goals
- Drive revenue for identified products, services, and solutions and improve retention rates through solution-based cross-sell sales activities to merchants and strategic partners
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 HQ
Four Points Centre, Austin, TX
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.
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