Role Overview

Be a trusted advisor, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques
Follow the Scaled practices and strategy for each client, based on data analysis, segmentation, and the client's needs
Identify, design, and achieve client's goals while advising on best practices to optimise their user experience, recommending apps, integrations, features, services, and partners that best align with their goals and objectives
Responsible for driving revenue retention, upsells, and cross-sells within the community of Enterprise Accounts
Engage 1:1 with targeted clients at key points in the customer journey to ensure adoption and growth
Research and understand your client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes
Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and of the key attributes of our most successful merchants
Lead the resolution of key issues impacting clients 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 project KPIs
Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs and conduct strategic business reviews + roadmaps with your clients to implement plans that drive their growth and achieve shared goals

Requirements

2+ years of scaled DTC + B2B Customer Success, account management, or consulting experience
Experience working with a large portfolio of clients (100+) is highly desirable
Must have strong working knowledge/background of the 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)
Strong prioritisation skills and a process-oriented mindset
Comfortable stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring team members and clients are positioned for success
Strong customer-facing and presentation skills, with the ability to effectively engage and present to executives
Commitment to continuous improvement, with a proactive approach to contributing to the evolution of CS processes and practices
Proficient in Gainsight, Salesforce, Tableau & AI Tools
Demonstrate a positive attitude, empathy, and high energy, with a strong ability to take initiative, adapt to changing circumstances, and thrive in a dynamic environment
Bachelor’s degree in business, marketing, computer science or related field or equivalent professional experience preferred
Professional proficiency in an additional European language (such as Spanish, Portuguese, or French) is highly desirable.

Tech Stack

Tableau

Benefits

Inclusion and Belonging
Professional development opportunities

Commerce

Open Positions (1)

Customer Service

Associate Customer Success Manager