Technical Account Manager

Role Overview

• 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

• Variable compensation (such as bonus or commission)
• Equity
• Benefits in accordance with local policies