Team Manager, Technical Account Management

| Austin | Hybrid
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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 2021 "Best Place to Work" in Austin, is seeking a Team Manager, Technical Account Management for our Customer Success Services Team. As the Team Manager, Technical Account Management you will be managing a team of Technical Account Managers who consult and advise the most exciting and fastest-growing merchants in ecommerce. You will develop and coach the team to provide industry-leading advocacy, drive merchant revenue growth, and help our merchants Sell More! 

What you’ll do:

  • Manage the daily operations of the Technical Account Management 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 the Professional Services team and their leadership to make ongoing process improvement
  • Execute communication procedures with enterprise accounts, including but not limited to technical business reviews, support oversight, and review of technical runbooks
  • Ensure enterprise merchant concerns are addressed promptly, leveraging resources from within the organization as appropriate
  • Collaborate and develop measurable outputs related to cross-functional relationships with the following organizations and expectations:
    • Engineering: Work in tandem on roadmap, technical initiatives, and bug fixes
    • Business Development: Work in partnership with Business Development teams to ensure solutions are developed that maximize the potential for customer success. 
    • Work with global leaders in Professional Services and Support leadership teams in continuous process improvement as required. 
  • Provide mentoring and coaching to each individual on the team via regularly scheduled one-on-one meetings

Who you are: 

  • 1 - 3  years experience in managing customer-facing roles in an Enterprise software or SaaS organization, with a passion for helping team members grow and succeed
  • 2 - 5 years of technical experience in the e-commerce/software industry-specific to SaaS.
  • Experience leveraging one or more process improvement discipline(s) preferred
  • Bachelor’s degree in Business, Management or Management Information Systems or equivalent experience preferred
  • Ability to evaluate, measure, mentor, transform and inspire a diverse existing team 
  • 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
  • Own the customer experience and outcomes; inspire and hold team members accountable to the same
  • Superior knowledge of the BigCommerce platform and ecosystem, and an ability to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues 
  • Exceptional written and verbal communication; strong collaboration, negotiation and ability to drive consensus with key business partners
  • Ability to motivate and manage the performance of team and individuals; strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth

#LI-ZA1

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
  • People Operations
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • GoLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • Backbone.jsFrameworks
    • CircleCIFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • jQueryFrameworks
    • Next.jsFrameworks
    • SeleniumFrameworks
    • JenkinsFrameworks
    • ScalatestFrameworks
    • MockitoFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin.

What are BigCommerce Perks + Benefits

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

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.
Open door policy
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
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 insurance
Vision insurance
Health insurance
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
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
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
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
We offer employees parking in a garage on the property.
Fitness stipend
Onsite gym
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.
Lunch and learns
Promote from within
Mentorship program
Career mentorship is available.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs that 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. 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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