Associate Customer Success Manager

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