Chief Services Officer at BigCommerce

| Austin
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BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a "2020 Best Place to Work" in Austin, is hiring a new Chief Service Officer (CSO). This critical leadership position is located in our Austin Four Points headquarters office and reports directly to the CEO.

This high-profile, global role will direct and lead our growing 300+ person client service and support team that serves customers in 120+ countries from offices on three continents. BigCommerce is a “customers first” company, meaning that customer success is our #1 company value. The Customer  Success Services (CSS) team aspires to world-class excellence and continuous improvement in all aspects of customer success. 

Major responsibilities:

The CSO owns global customer success strategy and execution, beginning with onboarding and implementation through post-implementation support, technical service, advice, knowledge development, professional services, and relationship expansion. CSS team success is directly tied to company success. When our customers grow and succeed, so does BigCommerce. The CSS team promotes company revenue growth via customer retention, customer evangelization (which we measure using Net Promoter Score), customer sales growth (in terms of website orders and sales), account upgrades (in terms of additional stores and/or upgraded plans), cross-sell of high-value partner solutions, and professional services (a P&L directly owned by CSS). The CSO oversees these global functions:

  • Technical support. This includes 24/7/365 technical and operational support of global customers using phone, email, and chat. We currently operate with very high service levels and CSAT results, and we have a strong record of employee training and development.
  • Professional services. Our customers small, medium, and large are offered a range of optional professional services that assist in their growth and success. As part of their contractual plans, customers on Enterprise accounts qualify for graduated levels of dedicated enterprise customer success  managers. Optional, paid professional services include launch packages; implementation consulting; full data transfer including catalog, order history, subscription management;  education packages (including merchant, agency and developer training); technical account management; and solutions architecting. Revenue from services is BigCommerce’s third largest source of revenue and included in Partner and Service Revenue in our public reporting. 
  • Self-Help and community. This team owns documentation of the BigCommerce platform for the benefit of customers, agency and technology partners, and employees. We run a successful community platform that features vibrant participation from our customers and partners, as well as a monthly global Town Hall featuring our CEO and product leadership team. This team fuels the passion and skill of the global ecosystem working with BigCommerce.
  • Operational excellence. This center of excellence partners with other company functions to identify and implement OE principles on behalf of continuous improvement and world-class efficiency and effectiveness.  This function also owns management and coordination of our NPS program working in collaboration with a cross functional team that constantly analyses customer feedback and makes recommendations to improve the customer experience.
  • Workforce planning and analysis. This team measures and plans operations across CSS.

Measures of Success:

  • Customer retention and sales growth
  • Customer satisfaction, best measured using Net Promoter Score
  • Service levels, including CSAT, first contact resolution, and response time
  • Employee retention, satisfaction, productivity, and growth
  • Global expansion: language/geographic coverage and service levels
  • Cost relative to budget
  • Operational excellence measures
  • Direct P&L of professional services
  • Indirect P&L of other revenue-impacting activities

Key Qualifications:

  • Prior experience as a chief service officer, or equivalent, at a $100m+ revenue internet or software company
  • Demonstrated success building and running world-class service organizations, including strategy, delivery, operations, and metrics
  • Demonstrated success building and running a professional services organization for larger enterprises
  • Personal aptitude for handling and resolving escalations from strategic accounts (BigCommerce serves some of the world’s largest corporations)
  • Process and operational excellence passion and expertise with demonstrated and specific success using one or more formal process improvement methodologies, e.g., Six Sigma
  • Strong aptitude for metrics, cost management, and efficiency
  • Global service expansion experience, ideally including multiple models across EMEA, APAC, and Latin America
  • P&L ownership experience, ideally including professional services 
  • Deep ecommerce experience (strong plus)
  • Subscription SaaS experience (strong plus)
  • Technical aptitude (strong plus)
  • Ability to exemplify and lead BigCommerce values:
    • Customers First
    • Team on a Mission
    • Think Big!
    • Act with Integrity
    • Make a Difference Every Day
  • Ability to exemplify and lead BigCommerce culture and “bucket 2” personal characteristics

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities


INDSP

Diversity, Equity & Inclusion at BigCommerce
 
We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.
 
Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.
 
Current BigCommerce Employees: Please use the internal job board to apply for openings
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Daily sync
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees parking in a garage on the property.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional 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. 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. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work

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