Our mission is to revolutionize commerce, bringing online selling and features once reserved for multi-billion-dollar companies to the masses. To make that a reality, we need exceptional people to build, support and grow our platform. If that’s you, come join a fast-growing company with a great culture, outstanding benefits, and funding from visionary investors like Steve Case's Revolution Partners, Softbank, Amex and Telstra.

We have two awesome offices in Austin! We're hiring in our corporate headquarters at Four Points and in our new Downtown product and engineering office, too!

Senior Manager, Enterprise Implementation at BigCommerce

BigCommerce, named a "Best Place to Work" in Austin 2016, is looking for a Senior Manager, Enterprise Implementation for our Austin Four Points Office. In this exciting role you will supervise and lead a team of awesome Implementation Consultants who advise the most exciting and fastest growing merchants in eCommerce. You will develop and coach the team to provide industry leading advocacy, drive client onboarding and adoption, and help our clients Sell More!

What You’ll Do

  • Manage the daily operations of the implementation consultant team, with particular focus on developing team members and strategies that continually drive incremental improvement, operational excellence, and continually result in increasing the value delivered to clients
  • Collaborate closely with Premium Services leadership team in continuous process improvement as required.
  • Work with sales and channel management at point of close or immediately after to provide seamless transition of clients from sales to implementation
  • Develop materials to assist clients, partners, and internal stakeholders in seamless launch processes
  • Execute launch project management procedures with enterprise accounts, including but not limited to project plans, project schedules and project status updates
  • Ensure enterprise client concerns are addressed promptly, leveraging resources from within the organization as appropriate
  • Solve client problems by facilitating communication with Support, Migrations, and Partners
  • Advocate for enterprise clients with internal teams, external stakeholders and executive team to facilitate client success.
  • Launch all Enterprise Clients in a timely manner (<90 days) while maintaining pristine communication and delivering world class customer service.
  • Participate in a team that recruits, hires, develops and retains best in class talent
  • Manage team performance and execution to achieve required service levels, client retention, client satisfaction, and profitability
  • Work closely with training and human resources teams to provide appropriate career growth opportunities for team members
  • Develop systems and controls to scale and grow a team while achieving repeatable quality client outcomes

Who You Are

  • Bachelor’s degree in Computer Science, Information Technology or a technical discipline (e.g., engineering) or equivalent required
  • 5 to 7 years’ experience in Management of Implementation teams in an Enterprise SaaS organization
  • 3+ years experience successfully leading and executing SaaS implementation projects from pre-sales to customer success including solution scoping and gap analysis, enterprise cloud systems integration, data migration, customer launch, and technical operations and troubleshooting
  • Basic knowledge of programming languages such Java, Ruby, Python, PHP, JavaScript, HTML with strong programming ability in 2 or more of these languages
  • Experience with Lean/Six Sigma preferred
  • Ability to evaluate, measure, mentor, transform and inspire a diverse existing team
  • Intermediate level HTML & CSS
  • Diligent time management and communication skills
  • 2+ years of experience in client service or direct client consulting experience within a fast paced environment
  • Strong knowledge of ecommerce 3rd party applications and integrations
  • Proficient in Microsoft Office Suite (specifically Excel), Google, Salesforce
  • Bachelor’s degree in business or computer science related field or equivalent experience required
  • Energetic, enthusiastic, academic, agile, and positive
  • Be outspoken and provide feedback to management that results in greater efficiency
  • Work well with technical team members ranging from support to development to identify solutions to client issues that are less common
  • Have excellent written/verbal communication and client relationship skills
  • Strong working knowledge/background of eCommerce and marketing
  • Be consultative by nature and have an engineering mindset
  • Have excellent time management skills
  • Be passionate in helping team members grow and succeed
  • Own the client experience and outcomes, and inspire and hold team members accountable to the same.
  • Achieve monthly and quarterly business success outcomes.
  • Be a great collaborator and respected partner
  • Build intra-company relationships to address challenges and take advantage of opportunities.
  • Communicate effectively to all levels of the business verbally and in writing
  • Be well spoken and provide concise and appropriate feedback to leadership team that results in greater efficiency and understanding
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)
  • Especially cool offices in Austin, San Francisco and Sydney
  • A free online store to help you live out your entrepreneurial dreams
  • Employee-driven team building activities like paintball, rock climbing, social sports leagues, hackathons, movie nights, river floats, etc.
  • Time off for volunteering and employee-driven charity events, i.e., the opportunity to work with various charitable groups within BigCommerce for underprivileged children, homeless pets, and a variety of other causes.

Company Reviews

"As a partner marketer, I work alongside some of largest brands out there to enable our merchants to truly grow. I am constantly affirmed that the work I do directly impacts the business - and that feels good. I've never been shy about acting boldly and I'm thankful BigCommerce encourages me to do just that."
Kasey Durbin
Sr. Partner Marketing Manager
at BigCommerce
"There's a strong emphasis here on breeding a culture of excellence. It's awesome to work in client success where we have a world-class approach to thinking about the customer first. We hire top talent so you're working in an environment that is not just fun but challenges you to be the best version of yourself. I've made lifelong friends and have been humbled by all BigCommerce has to offer."
David Enriquez
Enterprise Onboarding Consultant
at BigCommerce
"We are building innovative solutions using leading edge tech to enable our merchants to grow their businesses. Come join our ever-growing team and help us push the limits of e-commerce."
Jason Schmitt
Senior Engineering Manager
at BigCommerce
"I couldn't believe my eyes when I first walked into BigCommerce and saw all of these positive, energetic people who love what they do. From a sales career standpoint, I'm so grateful for the amazing opportunities that have been available to me. I love the challenges and energy on our sales floor, as well as the winning culture we've created. Working for BigCommerce truly means being a #teamonamission."
Lauryn Spence
Channel Account Manager
at BigCommerce
"If you are passionate about technology and want to work with motivated, smart people, you will love working at BigCommerce. I am growing as an engineer and making a difference with our merchants everyday."
Nina Blanson
Senior Software Engineer
at BigCommerce
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Perks & Benefits
A free online store to help you live out your entrepreneurial dreams
Competitive compensation packages
Pet Insurance
Comprehensive health insurance coverage that starts on day one
Choice of garage parking or light rail pass for those in our downtown Austin office and free garage parking at our Four Points office.
Open vacation policy for salaried team members and generous accrued time off policy for hourly team members
Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc.
Time off for volunteering and employee-driven charity events
Peer to peer rewards and recognition program
Fully stocked kitchens and craft beers (plus subsidized gym memberships to help work it all off)
Paid parental leave and adoption assistance for new parents
Employer-paid life insurance and disability coverage
Student Loan Genius benefit
Educational assistance for qualified pre- and post-grad courses

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