Associate Customer Success Manager at BigCommerce

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

eCommerce, SaaSIndustries

Requirements

1+ years of experience required in managing an enterprise portfolio or direct client consulting and selling within a fast paced environment
Must have strong working knowledge/background of eCommerce and marketing ecosystem
Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills
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)
Excellent organization and time management skills

Responsibilities

Maintain complete ownership over an assigned book of business of Enterprise customers with responsibility over key customer success metrics including NPS, account growth, forecasting and revenue retention
Conduct renewal discussions with your customers, owning all of the commercial elements of renewal from proposal to customer sign off. Accountable for securing revenue step-ups and reflecting the correct growth adjustments within these agreements
Be a trusted advisor in, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques
Advise merchants on best practices to optimize their user experience, recommending apps, integrations, features, services, and partners that best align with their goals and objectives
Improve revenue retention rates for your book of business by building strong reference-able working relationships with your clients from entry level to senior leaders
Become fluent in competitive positioning and be effective in differentiating BigCommerce and the BigCommerce partner ecosystem
Research and understand your client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes
Work with cross-functional teams across Sales, Client Success, SBD, and Marketing to deliver the best experience for your clients and to raise key metrics, like company NPS
Maintain a regular cadence of monthly and quarterly meetings with merchants to maintain relationships and uncover opportunities to continue to provide improved solutions
Conduct strategic business reviews with your clients to implement plans that drive their growth and achieve shared goals
Serve as a trusted advisor for both clients, partners and internal team members. Lead the resolution of key issues impacting customers and lean on leadership for support and guidance

Skills

Key technologies and capabilities for this role

Customer SuccesseCommerceSaaSNPSRevenue RetentionAccount ManagementRenewalsForecasting

Questions & Answers

Common questions about this position

What is the salary for the Associate Customer Success Manager position?

This information is not specified in the job description.

Is this role remote, and where is it located?

The role is remote in the UK.

What are the key responsibilities or skills needed for this role?

Key responsibilities include maintaining ownership over an assigned book of Enterprise customers, conducting renewal discussions, driving adoption of solutions through consultative selling, improving revenue retention, and working with cross-functional teams.

What is the company culture like at BigCommerce?

BigCommerce is passionate about growing employees' careers, providing an incredible experience, empowering people to build, innovate and grow, and has been recognized as a 'Best Place to Work' in several cities.

What makes a strong candidate for the Associate Customer Success Manager role?

Strong candidates should have experience advising eCommerce merchants, driving revenue growth and retention, building client relationships, and collaborating cross-functionally, with knowledge of best practices in the industry.

BigCommerce

E-commerce platform for online store management

About BigCommerce

BigCommerce offers an e-commerce platform that helps businesses create and manage online stores through a subscription service. It provides tools for website building, order management, payment processing, and marketing, along with an App Marketplace for additional integrations. The platform is flexible and scalable, allowing businesses to grow without switching systems, and supports headless commerce for customized storefronts. BigCommerce aims to deliver a comprehensive solution for businesses of all sizes.

Austin, TexasHeadquarters

2009Year Founded

$213.2MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees