BigCommerce, named a "Best Place to Work" in 2017 is looking for a Director, Professional Services to join our Client Success team in our Austin Four Points Office. In this high-profile, leadership role you will direct and lead our 32 person Professional Services department consisting of 4 teams of experts who provide top-notch catalogue transfer, implementation, account management and consulting services to the fastest growing merchants in eCommerce. Your mission will be to drive the effectiveness, efficiency, and value of Professional Services to ensure that every merchant is successfully launched and finds wild economic success in their eCommerce business, resulting in long-term relationships with BigCommerce. You will report to the SVP of Client Success & Operational Excellence and will be the trusted partner in defining customer success objectives, strategy, and tactics, and in implementing people and technical processes that scale. The role will collaborate within the Client Success organization and with other functional teams including Sales, Marketing, Product, and Engineering.

Major Responsibilities:

• Working with the SVP, will lead the development of a Professional Services strategy for the team and then build a plan to transition and transform the team from its current state to an ideal design of a future state. This will include evolving roles, job descriptions, skill sets required, development plans, etc.
• Working with HR and Recruiting, design and manage new prospecting, resourcing and screening practices for any new or improvements in staff skill and experience requirements for new hires.
• Working with HRBP re-evaluate all compensation structures and recommend changes and improvements necessary to attract and retain appropriate talent for the organization transition and transformation.
• Own the output of the implementation team to successfully migrate data and functionality from previous eCommerce platforms to launch successful BigCommerce storefronts, often including the integration of complex solutions (ERP, CRM, PIM, etc.).
• Own the output of the BigCommerce enterprise account management teams to insure long term success/growth for all enterprise merchants utilizing the platform.
• Own the output of a catalog transfer team whose specialty is migrating data for SaaS, open source, and custom ecommerce platforms.
• Own the output of an enterprise contracts administration team.
• Manage the top two tiers of enterprise accounts and own responsibility for NPS, retention, and GMV growth for those merchants.
• Additional KPI’s include Gross Margin, time to launch, contract renewal rate, and others yet to be defined.
• Design and build a strategy to evolve the Professional Services department to emulate a professional services approach to implementation.
• Anticipate the expanding needs of Enterprise eCommerce businesses (proactively) to insure the long term success of the top brands selling online.
• Focus on improving KPIs such as NPS, deliverable quality, and launch speed for the implementation consulting team.
• Develop the leaders of our Catalog Transfer team, Account Management teams, and Implementation Consulting team.
• Partner with leaders in our sales, support, marketing, and operations departments to improve collaboration and efficiency for the entire customer lifecycle.
• Design processes and workflows to accommodate the needs of enterprise businesses and internal partners while maintaining consistent throughput and quality.

Who You Are:

• 10+ years’ experience successfully building and managing a professional services organization (i.e., CSM, implementation consulting, and enterprise account management, etc.) with P&L responsibility.
• 3+ years experience managing SaaS implementation projects from pre-sales to customer success/technical support including solution scoping and gap analysis, enterprise cloud systems integration, data migration, customer launch, and technical operations and troubleshooting.
• Experience in architecting and implementing integration solutions around key technologies preferred (ERP, CRM, PIM, etc.).
• Proven skills in relationship management with regard to enterprise ecommerce merchants, DSP partners, technology partners, etc.
• 3+ years’ experience in management of account management teams in an Enterprise software or SaaS organization.
• Experience with managing the migration or transfer of catalog data across multiple systems and formats (PHP, Ruby, MySQL, etc).
• Experience with cloud-based/SaaS solution offerings and ability to articulate and demonstrate the value of SaaS over competing architectures.
• Strong understanding of business processes, KPI’s, etc. and their implementation into enterprise applications.
• Experience with auditing and interpreting enterprise software contacts preferred.
• Ability to evaluate and develop existing teams and reshape as necessary while mentoring and inspiring the individuals.
• Ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, sales, product and engineering experts.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Ability to lead cross functional business and technical teams to provide timely issue resolution.
• Excellent organization, project management, time management, and communication skills.
• Willingness to 'roll up one's sleeves' and assist wherever needed.
• Ability to work independently and to deliver on detail as well as strategy.
• Experience with Lean/Six Sigma preferred.
• Experience with Promapp preferred.
• Passionate about the entrepreneurial spirit and committed to help enterprise businesses thrive in the eCommerce space.
• A strong leader who is focused on accountability and superior professional development.
• Can demonstrate a proven record of continuous process improvement.
• A proven history of building and developing strong teams that raise the bar for the rest of the organization.
• Demonstrated ability to manage and develop other high-performing individuals.

Inside BigCommerce

BigCommerce is a robust, flexible ecommerce platform that provides established and emerging brands with everything they need to launch, promote, manage and scale a successful online store. BigCommerce merchants earn more than retailers on competitive ecommerce solutions thanks to advanced features, better site performance and streamlined business processes. Founded in 2009, the company has received more than $100 million in funding from SoftBank Capital, American Express, Telstra Ventures, General Catalyst, Revolution Growth and FLOODGATE. BigCommerce supports thousands of retailers around the world from its offices in San Francisco, Austin and Sydney. 

We’re a team of smart, passionate and talented people on a mission to democratize commerce. If you’re looking to work with industry leaders and love what you do, we want to hear from you!

Perks & Benefits

• An amazing company culture that doesn’t just talk values, but lives them
• Open vacation policy for salaried team members and generous accrual vacation policy for hourly team members, + paid sick time
• Competitive compensation packages and meaningful stock grants for every employee
• Comprehensive health insurance coverage that starts on day one
• Fully stocked kitchens and craft beers (don’t worry, we also subsidize gym memberships)
• Three especially cool offices in Austin, San Francisco and Sydney
• A free online store to help you live out your entrepreneurial dreams
• Employee-driven teambuilding activities like paintball, rock climbing, social sports leagues, hackathons, movie nights, river floats, etc.
• Time off for volunteering and employee-driven charity events