Customer Success Manager - Scaled (Hybrid) at BigCommerce

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

eCommerce, SaaSIndustries

Requirements

3+ years of experience in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment
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 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 and ability to manage sensitive client information and numerous details with ease
Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success
Familiarity with presenting individual and team-based metrics to senior leadership teams
Proficient in Salesforce, Microsoft Office Suite, and Google Apps
Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred

Responsibilities

Be a trusted advisor, and drive adoption of partner and product solutions that provide value for 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
Drive revenue retention, upsells, and cross-sells within the pool of Enterprise Accounts
Use consultative selling techniques to provide value to merchants while recommending the appropriate solutions to take their business to the next level
Drive revenue for identified products, services, and solutions and improve retention rates through outbound cross-sell sales activities to merchants and strategic partners
Research and understand client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes
Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and of the key attributes of our most successful merchants
Lead the resolution of key issues impacting customers and lean on leadership for support and guidance
Develop and maintain accurate forecasts and effectively maintain detailed and accurate notes of all account-related activities to achieve goals and project KPIs
Conduct strategic business reviews with clients to implement plans that drive their growth and achieve shared goals

Skills

Key technologies and capabilities for this role

Consultative SellingCustomer SuccesseCommerceRevenue RetentionUpsellsCross-sellsProduct AdoptionMerchant AdvisoryIntegrationsSaaS

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This is a hybrid role requiring 2 days in the office and 3 days working from home in the Sydney office.

What is the salary for this position?

This information is not specified in the job description.

What experience is required for this role?

Candidates need 3+ years of experience in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment.

What is the company culture like at BigCommerce?

BigCommerce is passionate about growing employees' careers, providing an incredible experience, and has been recognized numerous times for its product and workplace culture, named a 'Best Place to Work' in several cities.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 3+ years managing enterprise portfolios or client consulting in a fast-paced environment, with skills in consultative selling, driving revenue growth, and advising eCommerce merchants.

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

Benefits

Health Insurance

Paid Vacation

Mental Health Support

Risks

Integration with Yuma.ai raises potential data privacy concerns.

Self-service upgrade tool may cause issues for non-tech-savvy users.

New executive appointments could lead to strategic misalignment with customer expectations.

Differentiation

BigCommerce offers headless commerce, allowing complete control over frontend design.

The platform supports both B2B and B2C e-commerce for over 60,000 brands.

BigCommerce's App Marketplace enhances functionality with third-party apps and integrations.

Upsides

Growing demand for headless commerce boosts BigCommerce's market position.

Partnership with Nuvei enhances global payment solutions for BigCommerce clients.

Expansion in B2B e-commerce creates new opportunities for BigCommerce.

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