Technical Account Manager

| Austin | Hybrid
Sorry, this job was removed at 11:02 a.m. (CST) on Friday, January 22, 2021
Find out who's hiring in Austin.
See all Sales jobs in Austin
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

Here at BigCommerce, we are always on the lookout for top talent. The position you are applying for is in a high growth area of our business but may not be active at this time. So please note, when you apply for this position you will receive a response but will not receive feedback on your application until the position is active. In the meantime, the best way to stay up to date with BigCommerce, our career opportunities, and our plans to redefine the e-commerce industry is to join our global talent network, BigNetwork.

BigCommerce, named a 2019 "Best Place to Work" in Austin, is looking for a Technical Account Manager based out of our Austin Four Points office. In this role, you will operate as the lead technical point of contact for any and all matters specific to your customers and advise some of the most exciting and fastest growing merchants in eCommerce. By developing a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors you will offer industry leading advocacy, drive client revenue growth, and help our clients Sell More!! 

What You’ll Do

  • Manage a book of business, including Fortune 500 companies, where you will be responsible for providing our customers with proactive, strategic and operational technical support. 
  • Drive accountability within your book of business that increases your customer’s revenue, drives customer retention, and improves NPS.
  • Develop and maintain account level Personalized Run Books that document your customer’s architecture on the BigCommerce platform as well as integrations with third party solutions and applications. 
  • Provide your customers with platform configuration support, and conduct service reviews, focused on growth measures to mitigate case incidents. 
  • Work closely with your customers in Support case oversight and management, ensuring customer cases are aligned in accordance with your customer’s priorities. 
  • Draw upon the collective knowledge within BigCommerce and the industry to lead technical Best Practice reviews with your customers ensuring they maximize the value from the BigCommerce platform and ecosystem.
  • Partner with your customers to personalize information that is impactful to their BigCommerce store regarding maintenance and product feature releases, as well as future plans centered around the BC Roadmap.
  • Participate in reoccurring business reviews (to Executive Leadership) of your book of business and recommend business plans that result in year over year growth.
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Evaluate your customer’s technology environment and recommend apps, integrations, features and partners aligned to your customer’s business objectives.

Who You Are

  • 2+ years experience managing an enterprise portfolio or direct client consulting within a fast paced environment
  • Familiar with foundational online marketing principles and best practices in the following areas - SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content (i.e. blogging and videos) 
  • A customer-focused internal advocate, focused on driving growth throughout the client’s-clients life cycle. 
  • Experience with eCommerce consulting, HTML, CSS, and JavaScript required
  • Excellent time management skills
  • Excellent written and verbal communication and relationship skills
  • Experience with the BigCommerce product is a plus. 
  • Bachelor’s degree in business, marketing, or computer science related field or equivalent experience required.
  • Energetic, enthusiastic, agile, and have a strong desire to teach 
  • Be outspoken and provide feedback to management that results in greater efficiency
  • Be ambitious, self-motivated, goal-oriented, highly collaborative and extremely driven


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



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

Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

More Jobs at BigCommerce

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about BigCommerceFind similar jobs like this