Partner Support Specialist
BigCommerce, named "Best Place to Work" in Austin in 2017, is looking for a Partner Support Specialist. This position will play a critical role in the success of our Marketing and Sales teams. This highly organized and motivated individual must be extremely collaborative and flexible to meet the demands of an ever-changing environment. You'll work with the Senior Manager, Partner Programs & Marketing and other team members to drive operational excellence through all partner touch-points.
What you’ll do
Partner Support Case Management
- Manage partner support in a way that is consistent with team objectives and contributes to revenue growth for BigCommerce.
- Provide outstanding phone and email based account services support to our partners in a fast-paced environment.
- Provide extraordinary support to our ever-growing partner base with your unsurpassed customer service and problem solving capabilities.
- Develop solutions and standard operating procedures for improving partner satisfaction and creating lifelong promoters of our brand.
- Communicate with the management team and developers to improve product functionality and resolve issues.
- Decrease incoming volume by striving toward first contact resolution and proactively advising partners on eCommerce best practices.
- Escalate unresolved issues as required while maintaining ownership of issues through resolution.
- Assist partners with common account issues such as commission payments, portal access, trial store extensions and Sandbox store requests.
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
- Display high levels of professionalism and recurring interactions with departments inside and outside of the Marketing and Client Success organizations.
Program Support
- Assist in meeting the revenue targets of channel partners.
- Report and analyze metrics for BigCommerce partner programs.
- Manage internal partner processes in conjunction with BigCommerce operational workflows and cross-functional stakeholders.
- Manage external partner processes with continual optimization of BigCommerce partner touch-points.
- Develop scalable partner program assets including partner-facing content.
- Provide operational excellence in measuring and improving productivity, utilization, scale initiatives etc.
- Share your point of view on partner program operations, leveraging a solid understanding of the partner and BC’s business and value propositions, operational best practices, and individual program acumen.
- Research and recommend tasks, features, and/or tools to automate and/or improve partner program processes.
- Be an expert knowledge source for partner program questions.
- Champion our partners within BigCommerce to ensure we deliver an awesome partner experience--the best in the ecommerce industry.
- Fully participate in team objectives, programs and initiatives.
- Build excellent relationships and with all key business leaders, colleagues and broader team.
Project Coordination
- Manage partner portal and development projects.
- Assist with executing partner campaign strategy and go to market (GTM) activities.
- Identify and own functional enhancements in Salesforce (SFDC) and the partner portal
- Represent the partner team and business objectives on cross-functional initiatives.
- Manage project resources (schedule, budget, etc.).
- Assist in prioritization of projects across all programs to ensure resource optimization against business goals and objectives.
- Serve the broader Marketing team with project coordination as requested by Partner Marketing Management.
Who you are
- Professional
- 2+ years of professional customer facing support and/or project management experience required, preferably in an e-commerce and/or SaaS startup environment.
- Proficiency in Google Apps (Gmail, Docs, Drive), Salesforce (SFDC), JIRA, and Microsoft Office (Word, PowerPoint)
- Exceptional ability to utilize self service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
- Strong aptitude toward various web, e-commerce, and hosting technologies and how they work together is preferred
- Ability to read or edit within at least one web-based language (HTML, CSS, Javascript, Jquery, etc) is preferred
- Understanding of basic data structures preferred
- Master Communicator - Superior written and verbal communication skills are a must. You must have an excellent attention to detail and the ability to communicate technical information to both technical and non-technical audiences.
- Listener - You practice attentive and active listening, can accurately restate the opinions of others even when you disagree, and have the patience to hear people out.
- Collaborative - You have the ability to forge strong bonds and work collaboratively with key external and internal partners such across Marketing, Product, Engineering, and Sales.
- Composed - You know how to remain collected in a fast-paced, high pressure, dynamic environment and carry out responsibilities with minimal direction.
- Comfortable Around Higher Management - You deal comfortably with all levels of internal and external leadership, including executives, can present without undue tension and nervousness, and can determine the best way to get things done with them by talking their language and responding to their needs.
- Personable - You are seen as positive, energetic, and exude a strong sense of teamwork by working effectively, respectfully, and efficiently with all team members.
- Driven - You have the ability to manage projects on time with minimal assistance in an ever-changing environment, steadfastly push yourself, and are committed and driven to achieve both Department and Company goals.
- Time Manager - You value time and use it effectively and efficiently, concentrate your efforts on the most important priorities, and can attend to a broad range of activities.
- Prioritizer - You can quickly zero in on the critically important items, put the trivial aside, and can quickly sense what will help or hinder accomplishing a goal.
- Problem Solver - You have great critical thinking skills and are an expert at finding the information necessary to complete a piece. You can see hidden problems, probe sources for answers, are excellent at honest analysis, look beyond the obvious, and don’t stop at the first answer.
- Technical Learner - You pick up on technical things quickly, enjoy learning new skills and knowledge, and are adept at staying ahead of the curve on relevant industry, company, product, or technical knowledge.
- Customer Focused - You have a passion for service and satisfaction, are dedicated to meeting the expectations and requirements of internal and external customers, gets first-hand information and use it for improvements in products and services, act with customers in mind, and establish and maintain effective relationships with customers, gaining their trust and respect.
- Ethical - You believe in our mission, share our values and understand that it’s not just about what you get done, but also how you do it.
BigCommerce is a robust, flexible commerce 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 commerce 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