Enterprise Account Manager
2 days ago
Have complete ownership over an assigned Book of Business of Enterprise & Mid-Market customers.
Responsible for key customer success metrics including NPS, account growth, forecasting and revenue retention.
Build strong referenceable working C-level relationships with your clients.
Research and understand your client’s industry.
Conduct strategic business reviews with your customers to implement plans that drive success within their business.
Manage your accounts towards achievement of key strategic outcomes.
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
Provide best practices, advice and guidance while identifying opportunities to help your book of business grow.
Recommend apps, integrations, features and partners that best align with client need and BigCommerce goals.
Serve as the most experienced trusted advisor for both clients, partners and internal team members.
Work with cross functional teams across Sales, Client Success, Marketing and, Premium Services to deliver the best experience for your customers and raise key metrics, like company NPS.
Assist with high severity requests or issue escalations as needed, and manage the escalation through resolution.
Advocate internally for clients inter and intra departmentally as required.
Be comfortable stepping into unfamiliar situations, developing creative solutions and de-escalate critical issues, ensuring team members and clients are positioned for success.