Account Manager, BigCommerce
$107.4-181.7k
Open SaaS ecommerce platform
Be an early applicant
Open SaaS ecommerce platform
1001+ employees
Be an early applicant
$107.4-181.7k
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
- 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model
- Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets
- Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high-impact results, ensuring all efforts are aligned and collaborative
- Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite
- Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders
- Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities
- Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement
- Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction
- Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs
What the job involves
- We are seeking a highly motivated and experienced Global Account Manager to develop and manage strategic relationships with key clients
- You will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within segment and act as the point of contact to drive expansion and renewal for these accounts
- Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services
- Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals
- Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts, providing a roadmap for revenue expansion
- Develop customized proposals, contracts, and presentations that effectively communicate the value of the company’s offerings, ensuring alignment with customer objectives and business needs
- Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness
- Collaborate with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations
- Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; escalate issues as needed and work with relevant teams to provide solutions
- Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption
- Track key account metrics, analyze customer engagement, and identify at-risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management
- Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders
- You will not be responsible for prospecting to, or for managing a sales process for new accounts
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
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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