Account Manager

Account Manager

We are seeking a highly motivated and experienced Account Manager to develop and manage strategic relationships with key clients. You will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within the segment and act as the point of contact to drive expansion and renewal for these accounts.

What You'll Do:

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products.
• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas.
• Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts.
• Develop customized proposals, contracts, and presentations that effectively communicate the value of the company's offerings.
• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation.
• Collaborate with internal teams and external agency partners to deliver seamless support and execute initiatives.
• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction.
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI.
• Track key account metrics, analyze customer engagement, and identify at-risk accounts.
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems.
• You will not be responsible for prospecting to, or for managing a sales process for new accounts.

Who You Are:

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model.
• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals.
• Experience acting as the 'Quarterback' of a customer account, coordinating effectively with internal teams and external agency partners.
• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management.
• Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships.
• Skilled at using data to drive decisions; experienced with CRM and customer success platforms.
• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions.
• Proven capability to negotiate effectively, aligning customer goals with company objectives.
• Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers.

(Pay Transparency Range: $150,065.00 - $225,097.00)

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Commerce does not offer jobs to individuals who do not go through our formal hiring process. Commerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.