Technical Account Manager

Technical Account Manager

At Commerce we are looking for a Technical Account Manager based in Austin, Texas. In this role, you will operate as a key technical point of contact for 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:

• Support and grow a book of business, including enterprise and high-growth accounts, providing proactive, strategic, and operational technical guidance and consultation.
• Drive stability and growth within your book of business that increases your customer's revenue, drives customer retention, and improves NPS.
• Be a technical resource that helps maintain and optimise your customer's technical ecosystem.
• Collaborate with Product and Engineering teams to understand, influence, and prioritise new features and the Commerce Roadmap ensuring customer success.
• Develop and maintain Technical Account-level Run Books that document your customer's architecture on the Commerce suite of products as well as integrations with third-party solutions and applications.
• Provide your clients with platform configuration support and conduct service reviews focused on growth measures to mitigate case incidents.
• Work closely with internal Support teams for case oversight and management, ensuring your client's cases are aligned in accordance with their priorities.
• Draw upon the collective knowledge within Commerce and the eCommerce and SaaS industries to lead technical best practice reviews with your clients, ensuring they maximise value from the Commerce platform and ecosystem.
• Partner with your clients to personalise information impactful to their Commerce store regarding maintenance, product feature releases, and future roadmap plans.
• Participate in recurring business reviews 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 client's technology environment and recommend apps, integrations, features, and partners aligned to their business objectives.
• Assist with high-severity requests or issue escalations as needed, and manage escalations through to resolution.

Who You Are:

• 3+ years of experience managing the technical aspects of an enterprise or mid-market portfolio, or direct client consulting within a fast-paced SaaS or eCommerce environment.
• Ability to read and interpret JavaScript, HTML, and CSS; comfort with API logic (REST and GraphQL) and integration architecture — coding logic comprehension is essential, hands-on development is not.
• Hands-on experience troubleshooting APIs, GraphQL queries, and middleware integrations in a client-facing context.
• Strong understanding of eCommerce website optimisation and technical best practices.
• Familiarity with foundational eCommerce marketing channels (SEO, email, paid search) and how they interact with platform configuration.
• A customer-focused internal advocate, driven to support client growth throughout the customer lifecycle.
• Exposure to working closely with Design Agencies, App Developers, Project Managers, and Engineering teams.
• Excellent time management skills.
• Excellent written and verbal communication and relationship skills, including the ability to engage confidently at the executive level.
• Experience with the Commerce product suite is a plus.
• Equivalent professional experience welcomed in lieu of a formal degree — we care about what you can do, not just where you studied.
• Energetic, enthusiastic, and agile.
• Proactive, self-motivated, and goal-oriented — you identify issues before clients raise them and bring solutions, not just observations.
• Highly collaborative and driven, with the ambition to grow within the platform and take on increasing account responsibility over time.

(Pay Transparency Range: $77,044.00 - $130,295.00)

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