Technical Account Manager

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October 3

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Commerce

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eCommerce • Artificial Intelligence • B2B

Commerce is a company that provides flexible, AI-driven solutions designed for next-generation commerce. It connects various tools and systems to drive growth and unlock data potential for businesses. With a focus on delivering seamless, personalized experiences at scale, Commerce supports businesses through tailored solutions and end-to-end services. Its platform includes offerings like BigCommerce, Feedonomics, and Makeswift, aimed at enabling innovation, optimizing data, and creating customizable digital experiences.

1001 - 5000 employees

🛍️ eCommerce

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• 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. • Drive stability and growth within your book of business that increases your customer’s revenue, drives customer retention, and improves NPS. • 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.

🎯 Requirements

• 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 • 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.

🏖️ Benefits

• Flexible working hours • Professional development opportunities