Associate Customer Success Manager

<p><strong>BigCommerce’s</strong> mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.</p> <p>We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been <a href="https://www.bigcommerce.com/company/awards/" target="_blank">recognized numerous times</a> for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.</p><p><strong>Associate Customer Success </strong><strong>Manager - Community (scaled) Accounts</strong></p> <p><strong>Summary</strong></p> <p>BigCommerce is disrupting the eCommerce 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.</p> <p><strong>BigCommerce</strong>, named a 2021 "Best Place to Work" in several cities, is looking for an Associate Customer Success Manager. As an Associate Customer Success Manager, you will represent BigCommerce while advising our e-commerce merchants, provide industry-leading advocacy, drive merchant revenue growth, and help our merchants be successful and Sell More!</p> <p><strong>What You Will Do</strong></p> <ul> <li>Be a trusted advisor, and drive the adoption of the platform and partner/product solutions that provide value for your merchant's business.</li> <li>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</li> <li>Have a good understanding of the merchant’s goals and objectives, and recommend strategic initiatives to drive growth and in turn reduce churn and downgrades within the book of business</li> <li>Responsible for driving revenue retention, strategic engagement, reducing churn/downgrades, upsells, and cross-sells within the pool of Enterprise Accounts</li> <li>Responsible for driving renewal conversations and partnering with the cross-functional teams to renew/retain the merchant on the platform</li> <li>Research and understand your client’s industry and business to provide best practices, success planning, and guidance to help them grow and achieve key strategic outcomes.</li> <li>Use consultative selling techniques to provide value to our merchants while recommending the appropriate solutions to take their business to the next level.</li> <li>Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and the key attributes of our most successful merchants</li> <li>Lead the resolution of key issues impacting customers and lean on leadership for support and guidance</li> <li>Develop and maintain accurate forecasts and effectively maintain detailed and accurate notes of all account-related activities to achieve goals and set KPIs.</li> <li>Conduct strategic business reviews, roadmaps, and other scaled engagements with your clients to implement plans that drive their growth and achieve shared goals.</li> <li>Drive revenue for identified products, services, and solutions and improve retention rates through solution-based cross-sell sales activities to merchants and strategic partners.</li> </ul> <p><strong>Who You Are</strong></p> <ul> <li>1+ year of experience is required in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment.</li> <li>Must have strong working knowledge/background of eCommerce and marketing ecosystem</li> <li> Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical</li> <li>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) </li> <li>Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease</li> <li>Comfortable stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, and ensuring team members and clients are positioned for success.</li> <li>Familiarity with presenting individual and team-based metrics to senior leadership teams</li> <li>Proficient in Salesforce, Microsoft Office Suite, and Google Apps.</li> <li>Bachelor’s degree in business, marketing, computer science, or related field or equivalent experience preferred</li> </ul> <p> </p> <p>#LI-SOL1</p> <p>#LI-REMOTE</p> <p> </p> <p> </p><strong>Diversity, Equity &amp; Inclusion at BigCommerce</strong>   Our employees make the difference. At BigCommerce, we believe