Associate Customer Success Manager - Community (scaled) Accounts

Summary

BigCommerce is disrupting the eCommerce 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 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!

What You Will Do

• 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.

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

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